SpotOn is a company that helps restaurants and small businesses compete and win with flexible payment and software technology. They offer integrated restaurant management solutions designed to help local businesses increase profits and create better experiences. SpotOn has been recognized by Fast Company, Great Places to Work, Built In, NerdWallet, and Capterra.
As a Project Manager (Customer Experience Operations) in Krakow, you will lead and manage projects that drive operational improvements, enhance Client Experience processes, and ensure smooth execution of new strategies. You will collaborate with cross-functional teams including client experience, Product, and training to implement scalable solutions that optimize workflows and improve overall customer experience. Your responsibilities will include managing timelines, ensuring stakeholder alignment, mitigating risks, and measuring the success of initiatives.
On a daily basis, you will: * Project Management & Execution: Lead end-to-end project execution for all initiatives impacting the client experience organization, ensuring timely delivery. Define project scope, timelines, and deliverables, aligning with business objectives. Develop and maintain project documentation, including roadmaps, status reports, and risk assessments. Track and report on key project KPIs, such as milestone adherence, process adoption, and efficiency improvements. * Process Optimization & Operational Efficiency: Identify and implement process enhancements to improve Client Experience efficiency and customer resolution times. Work closely with the leadership team to analyze pain points and develop scalable solutions. Ensure new processes align with SpotOn’s core values of agility, ownership, and collaboration. * Stakeholder Collaboration & Change Management: Partner with Client Experience, Product, and Engineering teams to drive alignment on project goals. Facilitate cross-functional meetings to communicate progress, gather feedback, and address challenges. Develop and execute training and communication plans to ensure smooth adoption of process changes. Act as a bridge between main stakeholders and internal SpotOn departments. * Risk Management & Continuous Improvement: Proactively identify project risks and develop mitigation strategies. Establish feedback loops to continuously refine processes based on stakeholder input.
We are looking for candidates with: * 3+ years of management experience, preferably in a Customer Experience environment. * Ability to analyze data and translate insights into actionable improvements. * Proficiency in project management tools (e.g., Asana, Jira, Monday.com, Smartsheet, Confluence). * Strong communication skills, with the ability to influence stakeholders at all levels. * Self-starter with a problem-solving mindset and a strong sense of ownership. * Willingness to come into our Krakow office 2-3 times per week.
Additionally, it would be a plus if you have: * PMP, CAPM, or Agile/Scrum certification. * Experience working in SaaS, Fintech, or customer support organizations. * Comfortable working with Salesforce or comparable platforms. * Flexibility with working hours, ideally availability from 2 PM to 10 PM.
What we offer: * Competitive pay: 8500 - 10000 PLN gross on CoE. * Possibility to earn in USD. * Fully paid private healthcare in LuxMed. * Access to the Worksmile platform with a monthly top-up. * Company-provided breakfasts/lunches in the office once a week. * New, modern, bright, and comfortable office space in the city center. * Ample free parking spots around the office. * Access to the company’s library. * Great working atmosphere. * Chill out room with a PlayStation, table tennis, and mini gym. * Free snacks and beverages in the kitchen. * Company parties and social activities. * Employee referral program. * Relocation Package within Poland.
