Manager, Client Operations

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

This role oversees end-to-end account lifecycle operations—from onboarding and provisioning to ongoing maintenance and offboarding—ensuring efficiency, accuracy, and compliance with company standards. The ideal candidate is a detail-oriented leader with strong operational discipline, process optimization expertise, and a track record of driving team performance and quality control.

On a daily basis, you will:

• 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.
• Work from Monday to Friday in a hybrid model (3 days in the Kraków office)
• 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.
• 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.
• 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.
• 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.
• Manage end-to-end client account activities, including but not limited to: enrollment, Dealer Admin setup, file builds, provisioning, order verification; account updates and maintenance, including ownership changes, rebooks, SMB/LLDTek activations, add-on orders, returns/exchanges, swaps/replacements, out-of-warranty cases, and system upgrades.
• Handle account closures, product offboarding, and cancellations in compliance with internal policies and contractual obligations.
• Ensure all account activities meet accuracy, compliance, and operational standards.
• Serve as the escalation point for complex account issues, discrepancies, or operational blockers.
• Collaborate with cross-functional teams to resolve escalations and drive process improvements.
• Maintain detailed records of account activities, identify recurring trends, and recommend enhancements to workflows and SOPs

What skill are we searching for?

• 8 years of professional experience in customer success or related roles.
• 3 years of experience managing and developing high-performing teams.
• Bachelor’s degree in Business Administration, Information Systems, Operations Management, Hospitality or a related field required.
• Advanced leadership, coaching, and team development skills.
• Strategic thinking and operational planning abilities.
• Strong problem-solving, decision-making, and analytical capabilities.
• Ability to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction.
• Proficiency with relevant systems, tools, and metrics-driven management.
• Effective stakeholder management and cross-functional collaboration.
• Deep expertise with CRM systems, with strong Salesforce experience required.
• Exceptional attention to detail and commitment to data accuracy and quality control.
• Experience with workflow automation and system integrations in SaaS, fintech, or technology environments preferred.
• Extensive experience in operations, client services, or data management within SaaS, fintech, or technology organizations.
• Experience managing or supporting shared services or centralized support teams preferred.
• Proficiency with Salesforce and reporting tools required; familiarity with SQL, Excel, or BI tools is a plus.

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

• Competitive pay: 14500 - 18200 PLN gross on CoE
• Training budget 3500 PLN gross per year.
• Access to e-learning platforms.
• Fully paid private healthcare in LuxMed.
• Access to the Worksmile platform with a monthly top-up.
• Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week.
• A laptop and essential work equipment provided by the company.
• 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 and games.
• 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:
[email protected]. 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:
[email protected]. 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.