At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.  

Recently, SpotOn was:

• Named one of Fast Company's Most Innovative Companies of 2024
• Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet 
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. 

That's where you come in. 

Associate Director of Enablement

Position Summary
The Associate Director of Enablement will lead the strategic planning, execution, and continuous improvement of workforce and quality enablement initiatives across customer-facing teams. This role is responsible for building scalable enablement programs, optimizing team performance, and enhancing the overall effectiveness of operational functions. With a strong foundation in workforce management, quality assurance, and operational excellence, the Associate Director of Enablement will collaborate closely with cross-functional partners to ensure alignment with business goals and client satisfaction.

Key Responsibilities

Workforce Management & Team Enablement

• Design and lead enablement strategies focused on workforce performance, productivity, and operational readiness.
  
  
• Manage workforce planning, headcount forecasting, and resourcing to support business needs across customer-facing teams.
  
  
• Drive the creation and implementation of onboarding, training, and continuous learning programs to improve team capabilities and service consistency.
  
  

Quality Assurance & Performance Optimization

• Establish and oversee quality standards, evaluation frameworks, and metrics to monitor service delivery and ensure a consistent customer experience.
  
  
• Lead quality review processes, analyze performance data, and implement coaching or corrective action plans as needed.
  
  
• Champion a culture of continuous improvement by identifying performance gaps and implementing strategic solutions to elevate service excellence.
  
  

Strategic Planning & Operational Execution

• Collaborate with senior leadership to define and align enablement goals with broader business objectives.
  
  
• Contribute to the development of operational strategies that drive efficiency, scalability, and customer-centric outcomes.
  
  
• Partner with Operations and other internal teams to streamline processes, remove blockers, and enable optimal team performance.
  
  

Cross-Functional Collaboration & Knowledge Sharing

• Act as a central liaison between departments (Sales, Operations, Product, and Client Experience) to ensure consistent enablement support and alignment.
  
  
• Facilitate cross-functional workshops, training initiatives, and knowledge management resources that empower teams to deliver value to clients.
  
  
• Advocate for the voice of internal teams by sharing feedback with leadership to inform policy, process, and tool enhancements.
  
  

Leadership & Team Development

• Lead, coach, and inspire a team of enablement and quality professionals, ensuring high engagement and performance standards.
  
  
• Support talent development through mentorship, career pathing, and opportunities for growth.
  
  
• Promote a collaborative, inclusive, and high-performance culture rooted in client-centricity and operational excellence.
  
  

Qualifications & Experience

• 8+ years of experience in Enablement, Operations, Workforce Management, or Customer Experience leadership roles.
  
  
• Proven success in designing and executing enablement programs that drive measurable performance improvements.
  
  
• Experience managing quality assurance functions, including evaluation frameworks and coaching strategies.
  
  
• Strong operational mindset with the ability to manage cross-functional initiatives and implement change.
  
  
• Demonstrated leadership in team development, performance management, and workforce planning.
  
  
• Excellent communication and stakeholder management skills, with the ability to influence across multiple levels of the organization.
  
  
• Experience working in a fast-paced, customer-centric environment with a focus on continuous improvement.
  
  

This is a full-time, on-site position.

#Li-Onsite

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.

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