--- title: 'WFM Manager at SpotOn' canonical: 'https://feeny.ai/job/wfm-manager-spoton-mexico-city-y40zmmb64mqk' type: 'job' last_seen: '2026-11-09' --- # WFM Manager at SpotOn - **Company:** [SpotOn](https://feeny.ai/companies/spoton) - **Location:** Mexico City, Mexico - **Employment:** full-time - **Posted:** 2026-11-06 - **Last confirmed live:** 2026-11-09 - **Apply:** https://jobs.ashbyhq.com/spoton/f4fa984f-8f15-4bd9-adc2-a913546272bb ## Job description ## 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. - Drive adoption and optimization of WFM tools and methodologies to support global operational goals. ## What you'll need - 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. - Proven knowledge of global WFM operations, including Forecasting, Scheduling, Staffing, and Intra-day Management. - Demonstrated expertise in analyzing operational metrics and translating findings into actionable strategies. - Hands-on experience with WFM systems, ACD platforms, CRM systems, and data analytics tools (Excel, Google Sheets, Power BI). - Strong operational planning and reporting skills with a data-driven approach to decision making. - Deep understanding of Contact Center operations, service-level optimization, and vendor management. - 8 years of professional experience in customer success or related roles. - 3 years of experience managing and developing high-performing teams. - Experience in fintech or SaaS environments preferred. - Bachelor’s degree in Business Administration, Operations Management, Analytics, or related field required. - Advanced certifications in Workforce Management, Analytics, or Contact Center Operations preferred. - An equivalent combination of education and experience may be considered. - Fluent in English and Spanish (written and verbal). - Additional languages are preferred but not required. We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@[spoton.com](http://spoton.com)). If something seems suspicious, please contact us at careers@spoton.com. 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. For U.S. based roles, work authorization in the U.S. is required. Visa sponsorship is not available for this role. SpotOn is an E-Verify company. ## About SpotOn ## Company Overview - **One-liner**: SpotOn provides cloud-based point-of-sale (POS), payments, and software solutions to help restaurants and small-to-medium-sized businesses (SMBs) compete and grow. - **Entity Type**: Private (backed by top-tier venture capital) - **Headquarters**: San Francisco, California, USA (with offices in Chicago, Illinois; Southfield, Michigan; Austin, Texas; and Raleigh, North Carolina) - **Founded**: 2017 - **Founders**: Zach Hyman, Kevin Bryla ## Core Business - **Primary industries**: Restaurant Technology, Financial Services, Payments, SMB Software - **Target customers**: Independent and multi-location restaurants, small and medium-sized businesses (B2B) - **Mission/Purpose**: To help local businesses compete and win with intuitive software, point-of-sale systems, and payment solutions. ## Products & Services - **SpotOn Point-of-Sale (POS)**: A flexible, cloud-based restaurant management system that handles payments, orders, and operations. It includes countertop terminals, handheld devices for tableside ordering/payments, kitchen display systems, and customer-facing displays. - **SpotOn Order**: A commission-free online ordering platform that integrates directly with the POS, including a white-labeled ordering app (GoTo Place), menu management, delivery integrations, and order pacing. - **SpotOn Teamwork**: An all-in-one labor management solution that syncs with the POS for scheduling, tip management, and payroll integration. - **SpotOn Profit Assist**: An AI-powered tool that analyzes restaurant P&L data to identify profit leaks and improve margins. - **SpotOn Terminal**: A simple POS terminal for small businesses, featuring offline mode, cellular connectivity, tipping prompts, and employee tracking. - **Payment Processing**: End-to-end payment gateway and processing services, including options for surcharging/dual pricing. ## Market Standing - **Valuation**: Not publicly disclosed (privately held) - **Key Metric**: Total employees ~2,000 (as of mid-2025). As a private company, revenue is not publicly disclosed. - **Notable Investors/Partners**: Dragoneer Investment Group, Andreessen Horowitz (a16z), 01 Advisors, DST Global, Franklin Templeton. - **Growth Signals**: - Named one of *Fast Company*’s Most Innovative Companies in 2024. - Certified as a Great Place to Work (2023, 2024). - Ranked #1 restaurant point-of-sale on G2 based on user reviews, outpacing Toast and Square in key categories like quality of support and satisfaction. - Expanded product suite with AI-powered profit analysis (Profit Assist) and comprehensive labor management (Teamwork). ## Competitive Advantages - **Integrated, end-to-end platform**: Combines POS, payments, online ordering, marketing, labor management, and AI analytics in a single system that syncs seamlessly. - **Commission-free online ordering**: A major differentiator for restaurants looking to keep more of their revenue. - **High-touch support**: Backed by 24/7 support from real people, which drives industry-leading customer satisfaction scores on third-party review sites. - **Focus on independent restaurants**: Deep specialization in the needs of local and independent operators, not just large chains. ## Strategic Focus - **AI and data-driven tools**: Continued investment in AI features like Profit Assist to help operators improve margins. - **Product expansion**: Growing the suite beyond POS into labor management, marketing automation, and advanced analytics. - **Scale with quality**: Maintaining a high-touch, customer-first support model while scaling to serve more businesses across the U.S. ## Why Work Here - **Culture**: Emphasizes “Be the Client,” diversity of thought, and a supportive community. Values include honesty, respect, transparency, and a “heart and hustle” mentality. - **Work Model**: Hybrid and remote options available depending on role and location. Offices in San Francisco (HQ), Chicago, Austin, Southfield (MI), and Raleigh. - **Benefits**: Medical, dental, vision insurance; 401k with company match; equity grants; flexible time off and holidays; generous parental leave; transit benefits; mental health resources; technology stipend; tuition reimbursement (up to $2k/year). - **Engineering Culture**: Uses modern tech stacks; is actively hiring for Staff AI Engineers and Senior Software Engineers. Recognized as a Built In 2024 Best Place to Work. - **Diversity**: Active Employee Resource Groups (ERGs) and a commitment to diversity of culture, background, experience, and thought. ## Sources 1. [spoton.com](https://www.spoton.com/) 2. [spoton.com/careers](https://www.spoton.com/careers/) 3. [builtin.com](https://builtin.com/company/spoton) 4. [linkedin.com](https://www.linkedin.com/company/spoton) 5. [greatplacetowork.com](https://www.greatplacetowork.com/certified-company/7045280) ## Other roles at SpotOn - [Territory Sales Representative / Restaurant Specialist - South Milwaukee, WI](https://feeny.ai/job/territory-sales-representative-restaurant-specialist-south-milwaukee-wi-spoton-yanqb000mxqb) — South Milwaukee, WI - [Business Operations Analyst (Afternoon Shift)](https://feeny.ai/job/business-operations-analyst-afternoon-shift-spoton-krakow-lesser-poland-8t2wm73fzmpp) — Kraków Lesser Poland Voivodeship, Poland - [Territory Sales Representative / Restaurant Specialist - Stateside, NV](https://feeny.ai/job/territory-sales-representative-restaurant-specialist-stateside-nv-spoton-32s3zefpkfqb) — Stateside, NV - [Territory Sales Representative / Restaurant Specialist - O‘ahu, HI](https://feeny.ai/job/territory-sales-representative-restaurant-specialist-o-ahu-hi-spoton-oahu-west-9m2r2dwgk83k) — Oahu West, HI - [Business Development Representative](https://feeny.ai/job/business-development-representative-spoton-mexico-city-re5e3dy8sqpc) — Mexico City, Mexico - [Territory Sales Representative / Restaurant Specialist - Atlanta, GA (Southeast)](https://feeny.ai/job/territory-sales-representative-restaurant-specialist-atlanta-ga-southeast-6rejebxmqjs8) — Atlanta, GA - [Territory Sales Representative / Restaurant Specialist - Gainesville, GA](https://feeny.ai/job/territory-sales-representative-restaurant-specialist-gainesville-ga-spoton-bh2smx6yxw7h) — Gainesville, GA - [Territory Sales Representative / Restaurant Specialist - Downtown Brooklyn](https://feeny.ai/job/territory-sales-representative-restaurant-specialist-downtown-brooklyn-spoton-ws7er5mmg5my) — Dyker Heights, NY - [Territory Sales Representative / Restaurant Specialist - East San Jose, CA](https://feeny.ai/job/territory-sales-representative-restaurant-specialist-east-san-jose-ca-spoton-9cqa4wfw7bbx) — San Jose, CA - [Territory Sales Representative / Restaurant Specialist - Quincy, MA](https://feeny.ai/job/territory-sales-representative-restaurant-specialist-quincy-ma-spoton-quincy-sp44fmmxhvdx) — Quincy, MA