Associate Manager

About SpotOn

At SpotOn, we're a leading provider of flexible payment and software technology solutions for restaurants and small businesses. Our mission is to help local businesses increase profits and create better experiences for their customers and employees.

We're committed to caring hard and moving fast to drive growth and make a positive impact. We're looking for a talented Associate Manager to join our technical support team and help us achieve our goals.

Job Summary

We're seeking an experienced Associate Manager to provide administrative support and drive operational excellence within our technical support department. In this multifaceted role, you'll work closely with the Client Experience Sr. Manager to manage projects, streamline processes, and maintain strong relationships with key stakeholders.

Your focus will be on ensuring the smooth execution of operational and administrative tasks, facilitating communication across departments, and contributing to the department's success. If you have a knack for organization, a talent for cross-functional collaboration, and a passion for driving results, your role here will be pivotal.

Key Responsibilities

• Provide strategic support and high-level leadership to contact center operations, ensuring optimal performance based on relevant business KPIs.
• Manage follow-ups, documentation, and data analytics for all business needs, ensuring a data-driven approach to decision-making and strategy.
• Collaborate with senior leadership to align customer experience strategies with overall business objectives, ensuring flawless execution.
• Drive the development and implementation of comprehensive customer experience strategies, focusing on exceeding customer expectations and achieving industry-leading service levels.
• Analyze and interpret customer feedback and market trends to identify opportunities for enhancing the customer experience and differentiating our brand.
• Work closely with cross-functional teams, including senior management, product, order admin, training, workforce management, quality assurance, and all other relevant stakeholders to client experience to align efforts and drive a consistent and exceptional customer service experience.
• Provide coaching, mentoring, and training to team members, ensuring they meet or exceed performance goals, customer satisfaction metrics, and quality assurance assessments.
• Ensure efficient and effective case management.
• Monitor Pod's business performance, identifying trends and opportunities for improvement to ensure the delivery of top-tier customer service.
• Ensure teams undergo re-training courses recommended by QA to continuously elevate service quality and expertise.
• Conduct regular team meetings, providing updates on company policies, procedures, and product enhancements, ensuring everyone is aligned and informed.
• Recognize outstanding agent performance and provide recommendations for disciplinary actions to the Client Experience Sr Manager, maintaining a high standard of service and accountability.
• Offer the senior manager insightful feedback and visibility into daily field operations, identifying trends and opportunities for improvement.
• Foster a collaborative culture of open and timely communication within your department, acting as a SpotOn ambassador and championing our values and mission.
• Participate in the selection, allocation, and staffing of new hires, ensuring the team is robust, skilled, and ready to excel.
• Perform other duties as assigned by the Client Experience Sr. Manager, demonstrating flexibility and a commitment to the company's overarching goals.

Requirements

• Minimum three years of prior experience in a relevant leadership role
• Excellent English and Spanish communication skills, both verbal and written.
• Proven cross-functional collaboration and communication skills.
• Proven record of leading cross-functional teams.
• Proven ability in project management, follow-up, and timely execution.
• Proven strong problem-solving and critical-thinking skills.
• Proven analytical and data-driven decision-making ability.
• Proven ability to gather and analyze data, translating insights into actionable strategies.
• Proven ability to work effectively under pressure and handle multiple tasks simultaneously.
• Proficient with internal software applications such as CRMs, Salesforce, Talkdesk, Point of Sale Systems, etc.
• Proficient at SpotOn technical support knowledge, demonstrating a strong understanding of the tools and resources needed to excel in technical support roles.

Career Development

As a Client Experience Associate Manager, your journey of professional growth and skill enhancement is a priority. Under the guidance of your Sr. Manager, you will receive comprehensive training and development in various key areas.

Business Management and Strategies

Gain deep insights into advanced business management techniques and strategic planning. Learn how to analyze market trends, make data-driven decisions, and develop strategies that drive business growth and operational excellence.

Change Management

Master the art of managing organizational change. Understand the dynamics of change within a business, learn how to effectively communicate change, and develop strategies to ensure smooth transition and adaptation.

Implementation and Execution of High Volume/Impact Projects

Develop your project management skills, focusing on the implementation and execution of projects that have a high volume and significant impact on the business. Learn how to manage resources, timelines, and stakeholder expectations to ensure successful project delivery.

Leadership and Team Building

Enhance your leadership skills by learning how to inspire, motivate, and guide the team toward achieving collective goals. Understand the nuances of team dynamics, conflict resolution, and how to foster a collaborative and productive work environment.

Customer Experience Innovation

Dive into the latest trends and methodologies in customer experience. Learn how to innovate and continuously improve the customer journey, ensuring that your company remains at the forefront of the industry.

Advanced Communication and Negotiation

Sharpen your communication and negotiation skills. Learn how to effectively articulate ideas, negotiate with stakeholders, and communicate strategically to influence decisions and outcomes.

Financial Acumen and Budget Management

Develop a solid understanding of financial management principles. Learn how to manage budgets, forecast financial needs, and make financially sound decisions that align with the company's strategic objectives.

Technology and Digital Transformation

Stay ahead of the curve by understanding the role of technology in enhancing business operations and customer experience. Learn about the latest digital tools, platforms, and innovations that can streamline processes and drive business transformation.

Regulatory Compliance and Risk Management

Understand the importance of regulatory compliance and risk management. Learn how to navigate the complex landscape of industry regulations, ensure compliance, and develop strategies to mitigate risks.