About SpotOn

We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.

Named the #1 Restaurant POS by G2 (Summer 2026), based on ratings from real users

Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running

We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you.

About the role

The Manager, Workforce Management leads a team of analysts, driving operational excellence and process improvements. This role ensures delivery against strategic objectives while developing team capabilities and fostering collaboration across departments.

The Manager, WFM leads the operational function of Workforce Management for the Contact Center, ensuring accurate forecasting, optimized staffing, and effective scheduling across global operations. This role drives process standardization, develops robust operational reporting, and provides strategic recommendations based on data to improve efficiency and service levels.

What you'll do

Team Leadership & Development

Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.

Set clear goals and performance expectations aligned with departmental objectives.

Provide regular coaching, feedback, and professional development opportunities to build team capability.

Oversee workload allocation, ensuring balanced capacity, productivity, and service quality.

Manage recruitment, onboarding, and training to build a high-performing team culture.

Client & Cross-Functional Partnership

Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines.

Anticipate client and partner needs, providing proactive solutions and maintaining strong, collaborative relationships.

Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution.

Communicate updates, progress, and risks clearly to senior leadership and key stakeholders.

Operational Execution & Process Improvement

Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards.

Identify and implement process improvements to increase efficiency, scalability, and accuracy.

Monitor team metrics and performance dashboards to drive accountability and continuous improvement.

Partner with other managers to standardize best practices and optimize end-to-end workflows.

Training, Quality & Standards

Establish and maintain high quality and consistency standards across all team outputs.

Lead periodic quality reviews, identifying trends and coaching opportunities.

Develop and maintain team training resources and SOPs to ensure consistency across roles and projects.

Champion operational excellence and knowledge sharing across the broader function.

Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.

Workforce Management Oversight

Own the end-to-end WFM operations across multiple countries (Mexico, Poland, U.S.).

Define and implement standardized processes for Forecasting, Staffing, Scheduling, Intra-day Management, and Optimization.

Oversee creation and maintenance of operational dashboards and reports to track SLAs, service levels, and efficiency metrics.

Analyze historical and real-time operational data to identify trends, risks, and opportunities for improvement.

Collaborate with cross-functional teams to ensure operational readiness and continuous improvement of WFM processes and systems.