Senior Manager, POS Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of daily POS support across more than 450 locations utilizing DRB, Micrologic, ICS, Sonny’s, and other related technologies.

• Act as the main point of contact and escalation for any POS-related issues.

• Assess and resolve hardware, software, payment-related, integration, and system challenges.

• Develop consistent support practices and prioritize the support backlog effectively.

• Oversee platform performance, pinpoint root causes, and drive enhancements.

• Keep up-to-date documentation on systems, processes, troubleshooting, access, and support.

• Facilitate the 24-month gradual transition to a unified POS platform.

• Offer POS expertise to the conversion team.

• Collaborate with regional and site teams on readiness, training, cutover support, issue resolution, and stabilization post-go-live.

• Identify risks associated with the conversion and provide actionable recommendations.

• Engage in conversion planning, site visits, readiness evaluations, go-live support, and subsequent follow-ups.

• Foster partnerships across Operations, IT/Business Systems, Finance, Marketing, Customer Service, Project Management, regional leadership, site teams, and vendors.

• Communicate performance metrics, conversion readiness, risks, recurring challenges, and outcomes.

• Support reporting, CRM functionalities, timekeeping, scheduling, employee management, access controls, audit trails, data security, inventory management, parts control, contracts, chargebacks, disputes, and merchant processing fees.

• Enhance system performance, processes, documentation, training, and vendor services.

• Set priorities, define ownership, establish escalation paths, and determine success measures.

• Ensure accountability among vendors and internal partners for resolution and follow-through.

⛳️ Requirements

• Proven experience in supporting car wash, retail, hospitality, restaurant, or other multi-site POS environments.

• Hands-on experience with DRB, Micrologic, ICS, or Sonny’s is highly preferred.

• Background in supporting large technology transitions, system migrations, or enterprise implementations across a distributed organization.

• Solid understanding of POS and payment technologies, software support, integrations, user access, reporting, and operational workflows.

• Capability to diagnose complex issues, make informed decisions under pressure, and coordinate solutions across internal teams and vendors.

• Strong analytical abilities, including pattern recognition, risk assessment, work prioritization, and translating technical data into actionable business steps.

• Excellent written and verbal communication skills.

• Robust organizational and project management capabilities.

• Ability to thrive in a fast-paced, highly matrixed, multi-vendor environment with shifting priorities.

• Detail-oriented, self-motivated, collaborative, and composed under pressure.

• Bachelor’s degree in business, technology, information systems, or a related field, or equivalent relevant experience.

• Willingness to travel to sites and support conversion activities as required (40-50% travel).

🏝️ Benefits

• Opportunity to influence support for a vital operating system and contribute to building a more consistent and scalable platform.

• Tangible impact across site uptime, employee experiences, membership processing, reporting accuracy, guest service, conversion speed, and field confidence.