Project Manager (Customer Experience Operations)

At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.  

Recently, SpotOn was:

• Named one of Fast Company’s Most Innovative Companies of 2024
• Awarded Great Places to Work and Built In’s Best Workplaces for the third year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet 
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. 

That’s where you come in. 

As a Project Manager, 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.
You will be expected to manage timelines, ensure stakeholder alignment, mitigate risks, and measure 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 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, 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.

What skill are we looking for?

• 3+ years of management experience, preferably in Customer Experience environment.
• Ability to work in hybrid mode from the office in Kraków.
• 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.

Perfect candidate also has: 

• PMP, CAPM, or Agile/Scrum certification is a plus.
• Experience working in SaaS, Fintech, or customer support organizations.
• Comfortable working with Salesforce or comparable platforms.
• Ability to work in hybrid mode from the office in Kraków.
• Flexibility with working hours, ideally availability from 2 PM to 10 PM.

Here’s a bit about what we have to offer:

• Competitive pay: 8500 - 10000  PLN gross on CoE 
• Possibility to earn in USD (American dollars)
• Fully paid private healthcare in LuxMed
• Access to the Worksmile platform with a monthly top-up 
• Company free breakfasts/lunches in the office once a week
• New, modern, bright and comfortable office space in the city centre 
• A lot of 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 a kitchen
• Company parties and social activities
• Employee referral program
• Relocation Package within Poland

The controller of your personal data included in your job offer and others collected during the recruitment process is SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Kraków, Aleja 29 listopada 20, 31-401 Kraków, e-mail address:
poland-rodo@spoton.com. We will process your personal data for the purpose of current or, if you voluntarily agree, also future recruitment processes. More information about how we proccess your data, including the basis for processing and your rights in relation to the processing, can be found on our website: https://pl.spoton.com/privacy-and-cookies-policy.

Administratorem podanych danych osobowych, w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji, jest SpotOn Poland Sp. z o.o. z siedzibą w Krakowie (ul. Aleja 29 listopada 20, 31-401 Kraków; adres e-mail do kontaktu:
poland-rodo@spoton.com. Dane osobowe będą przetwarzane w celu realizacji obecnych lub – jeżeli wyrazisz na to dobrowolną zgodę – także przyszłych procesów rekrutacji. Więcej informacji o tym, jak przetwarzamy Twoje dane, w tym także informacje o podstawach prawnych przetwarzania oraz o prawach przysługujących Ci w związku z przetwarzaniem danych, znajdziesz na stronie:
https://pl.spoton.com/privacy-and-cookies-policy.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.