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.

• Support Center Director, Field Ops

Summary:

The Support Center Director is responsible for creating and implementing strategies, plans and a structure that will create a Client Service organization whose objectives are retention, increased client loyalty satisfaction and revenue generation. This person will oversee the entire operations of the organization’ support center facility, closely tracking the interactions to ensure that the expectations of the customers are met, efficiency opportunities are identified and budget is properly controlled.

This person will manage a team of 200+ people in a multi generation environment and will work hand in hand with the operations enablement team, playing a key role in improving the client experience and reporting directly to the Sr Director of Client Experience.

Responsibilities:

• Coach and develop team members on the best in class support center standards by facilitating professional growth opportunities and creating an atmosphere of teamwork and support.

• Establishes department goals and provides direction to support center leaders and staff to successfully achieve targets

• Help create and maintain a positive department culture through the participation in, and creation of company culture initiatives that supports and values professionalism, enthusiasm, loyalty, and teamwork.

• Lead the support center staff in achieving high-quality performance standards

• Create and promote an environment of process improvement and service delivery that will result in high client satisfaction and growth in services provided

• Identify and collaborate on the development of business and workflow efficiencies and ensure change management processes are followed through standard work and leader standard work

• Build successful relationships with internal departments and peers

• Acts as a resource in the strategic planning process

• Identifies and manages support centers KPIs to evaluate performance and determine proactive correction when necessary

• Develops and aligns workforce strategies to execute approved business plans, support center growth of services, and facilitate organizational change initiatives

• Prepare monthly and annual progress and status reports, and employee performance evaluations;

Qualifications:

• Bachelor’s degree in business administration or related field or equivalent experience
• Proven ability to attract and develop talents with a minimum of 10 years of management experience with responsibilities for hiring, training, assigning work, and managing performance of direct reports
• Proven analytical, problem-solving, presentation, and negotiation skills
• Strong past record to customer experience improvement
• Superior communication skills, able to synthesize data into insights, make recommendations and create a plan to deliver unparalleled client experience
• Self-starter with outstanding organizational skills and the ability to track multiple projects going on all at once
• Ability to make significant progress with minimal direction and in the face of ambiguity, curiosity to continually reevaluate existing designs
• MBA is a plus
• Good understanding and/or experience with financial software services is a plus.

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.

#LI- Onsite

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.