Associate Manager, Menu Design & Development

Position Objective

The Associate Manager, Menu Design & Development is responsible for supporting team operations and overseeing day-to-day activities within their functional area. This role ensures that team goals are met, processes are executed efficiently, and work aligns with organizational standards. The Associate Manager, Menu Design & Development acts as a bridge between frontline employees and senior management, fostering team development, coaching, and engagement.

The Associate Manager, Menu Design & Development leads a team of specialists responsible for building client menus in the SpotOn Restaurant POS system. This role ensures accurate, timely, and high-quality menu configurations while maintaining alignment with established processes and best practices. Acting as the primary escalation point, the Associate Manager provides guidance, coaching, and support to the team, drives quality assurance, and identifies opportunities to improve workflows. Partnering with the Manager, Menu Design & Development, this role ensures smooth client onboarding, optimized restaurant operations, and successful POS deployments that support both internal team efficiency and long-term client success.

Responsibilities

Team Supervision & Support

• Lead and coach a small team of specialists, providing guidance, feedback, and professional development.
• Monitor workloads and prioritize assignments to ensure balanced capacity, efficiency, and on-time delivery.
• Oversee day-to-day operations to ensure timely delivery of team objectives.
• Serve as the primary escalation point for technical or process-related issues.
• Prepare reports and updates on team performance metrics for senior management.
• Participate in hiring, onboarding, and training of new team members.

Client Coordination & Communication

• Collaborate with cross-functional teams and clients to ensure clear understanding of requirements and project status.
• Maintain professional, solution-oriented communication to foster positive client relationships.
• Coordinate timelines across teams and functions to ensure initiatives and deliverables are completed on schedule.

Project Coordination

• Track progress, ensuring milestones and deadlines are met.
• Report project status, risks, and dependencies to leadership.
• Identify process inefficiencies and recommend improvements to enhance workflow efficiency and effectiveness.
• Collaborate with cross-functional teams to resolve issues and drive project completion.

Training & Quality Assurance

• Conduct quality checks to maintain consistency and adherence to standards.
• Promote team efficiency through ongoing process improvements and knowledge sharing.
• Support onboarding and training of new team members, sharing best practices.
• Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.

Menu Design & Development Oversight

• Oversee and approve menu builds to ensure accuracy, quality, and compliance with client specifications.
• Support team members in configuring and customizing menus within the SpotOn POS system.
• Troubleshoot and resolve complex implementation issues promptly.

Skills & Knowledge

• Strong leadership and team management abilities, including coaching and mentoring.
• Excellent communication and interpersonal skills for interacting with team members and stakeholders.
• Solid organizational and time management skills, with attention to detail.
• Analytical and problem-solving skills to identify issues and recommend solutions.
• Knowledge of relevant tools, systems, and industry practices.
• Ability to adapt to changing priorities and manage multiple projects concurrently.
• Lead and mentor a team, ensuring accurate, high-quality POS menu configurations and efficient workflows.
• Translate client requirements into menu builds and digital ordering setups, delivering exceptional customer experiences.
• Manage multiple projects simultaneously, maintaining deadlines, quality, and attention to detail.
• Proficient with POS systems, third-party integrations, spreadsheets, databases, and troubleshooting technical issues.
• Collaborate across teams, applying restaurant operations knowledge and process improvements to optimize results.

Previous Experience

• 5 years of professional experience in customer success or related roles.
• 1 year of experience managing and developing high-performing teams.
• Experience in fintech or SaaS environments preferred.

Education / Professional Training

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field required.
• An equivalent combination of education and experience may be considered.
• Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus.

Languages & Level of Proficiency

• Fluent in English and Spanish (written and verbal).
• Additional languages are preferred but not required.

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.