# Manager, Client Operations

**Company:** [SpotOn](https://hotfix.jobs/companies/spoton)
**Location:** Krakow, Poland
**Role:** Customer Success
**Salary:** PLN214k – PLN268k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Operations Management, Team Leadership, Process Improvement, Automation, Artificial Intelligence, Data Analysis, Performance Metrics, Stakeholder Management, Cross-Functional Collaboration, SaaS, Fintech, Standard Operating Procedures, Service-Level Agreements, Quality Control
**Posted:** 2026-07-28

> Leads a client operations team responsible for account lifecycle delivery, quality, process improvement, and cross-functional issue resolution. The role requires 8 years of relevant experience, 3 years of people management, and experience applying automation and AI to scalable operations.

## Job Description

## Responsibilities

### Team Leadership & Development
- Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.
- Set goals and performance expectations aligned with departmental objectives.
- Provide coaching, feedback, and professional development opportunities.
- Oversee workload allocation to balance capacity, productivity, and service quality.
- Manage recruitment, onboarding, and training.

### Client & Cross-Functional Partnership
- Partner with client-facing teams and stakeholders on project requirements and timelines.
- Anticipate client and partner needs and provide proactive solutions.
- Coordinate with Implementation, Product, and Operations teams on project execution and issue resolution.
- Communicate updates, progress, and risks to senior leadership and stakeholders.

### Operational Execution & Process Improvement
- Oversee multiple concurrent projects, ensuring on-time delivery and quality standards.
- Identify and implement process improvements that increase efficiency, scalability, and accuracy.
- Monitor team metrics and performance dashboards to drive accountability and continuous improvement.
- Standardize best practices and optimize end-to-end workflows.

### Training, Quality & Standards
- Establish and maintain quality and consistency standards.
- Track cost, risk, and efficiency gains from automation initiatives.
- Lead quality reviews, identify trends, and coach the team on improvement opportunities.
- Maintain training resources and standard operating procedures (SOPs).
- Ensure adherence to SOPs, service-level agreements (SLAs), and checklists.

### Client Operations Oversight
- Champion automation, AI tools, and workflow technology to reduce manual work, operating costs, and risk through a human-in-the-loop model.
- Ensure account activities meet accuracy, compliance, and operational standards.
- Serve as the escalation point for complex account issues and operational blockers.
- Collaborate cross-functionally to resolve escalations and improve processes.
- Maintain account activity records, identify recurring trends, and recommend workflow and SOP enhancements.

## Requirements
- 8 years of professional experience in customer success or related roles.
- 3 years of experience managing and developing high-performing teams.
- Advanced leadership, coaching, and team development skills.
- Strategic thinking and operational planning abilities.
- Strong problem-solving, decision-making, and analytical capabilities.
- Experience using data to improve performance, achieve team KPIs, and enhance client satisfaction.
- Proficiency with relevant systems, tools, and metrics-driven management.
- Stakeholder management and cross-functional collaboration skills.
- Comfort with AI and automation tools, including identifying opportunities to replace manual steps without compromising accuracy or compliance.
- Experience establishing new processes, teams, or functions in ambiguous environments.
- Extensive experience in operations, client services, or data management within SaaS, fintech, or technology organizations.

## Compensation & Benefits
- Competitive pay: **17,800–22,300 PLN gross on a contract of employment (CoE)**.
- Annual training budget of **3,500 PLN gross**.
- Access to e-learning platforms.
- Fully paid private healthcare through LuxMed.
- Worksmile platform with a monthly top-up.
- Subsidized meals and snacks, depending on office location.
- Laptop and essential work equipment.
- Modern office space in Kraków city centre.
- Company library, social activities, and employee referral program.
- Relocation package within Poland.

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