Project Manager - Client Onboarding, Implementations & Operations

About Kayana

Kayana is one of the fastest-growing companies, empowering small and medium-sized businesses with cutting-edge technology to compete with larger enterprises in the ordering and payments space. As a disruptive force in the industry, we provide everything from essential point-of-sale systems to advanced solutions like self-service kiosks, enabling brands to scale and succeed.

Our mission is simple: to help businesses thrive through innovative technology. With operations across the USA, UK, Europe, Australia, and the Middle East, Kayana is proud to foster an inclusive and dynamic culture. Every employee is supported with a personalized development plan, offering clear and achievable career paths for long-term growth.

About You

We are seeking a highly organized and proactive Project Manager to oversee the end-to-end onboarding and implementation process for new clients and to manage day-to-day field operations.

This role ensures a smooth journey from the moment a sale is confirmed to the point the client successfully goes live with Kayana's products and services. In addition, the Project Manager will manage Field Engineers, ensuring all site visits, installations, and service activities are properly planned, scheduled, and executed.

The Project Manager will act as the central coordinator between Sales, Development, Operations, Menu/Content teams, Logistics, Finance, and Field Engineers.

Key Responsibilities

1. Client Onboarding & Project Coordination

• Serve as the primary point of contact for clients after a sale is closed.
• Conduct onboarding meetings to gather requirements, timelines, operational needs, and menu/product structure.
• Create and manage a full implementation timeline from onboarding to go-live.
• Ensure all project milestones are clearly defined, communicated, and met.

2. Menu & System Configuration

• Coordinate with the Menu & Content team to ensure menus are created accurately based on client requirements.
• Review menu structures, item categories, pricing, modifiers, and images for accuracy before deployment.
• Ensure testing and validation of menu setups prior to installation and go-live.

3. Kiosk, Device & System Deployment

• Plan and coordinate installation schedules with Operations, Logistics, and Field Engineers.
• Ensure hardware (kiosks, tablets, printers, card machines, routers, etc.) is prepared, configured, and delivered on schedule.
• Oversee kiosk placement, device setup, testing, and system integration on-site.
• Address and escalate any technical or operational issues that arise pre-installation or during setup.

4. Field Operations & Engineer Scheduling

• Create and maintain the daily/weekly schedule for Field Engineers, including Installations, Site surveys, Maintenance visits and On-site troubleshooting and support
• Ensure optimal allocation of resources based on project timelines, SLAs, and client priorities.
• Monitor attendance, punctuality, and completion of assigned tasks by Field Engineers.
• Coordinate with Logistics for device dispatch, returns, and replacements linked to field activities.
• Track and report on field activities, delays, risks, and completed work.

5. Go-Live Management

• Ensure all devices, menus, and configurations are fully ready before go-live.
• Lead the go-live process, coordinating with client stakeholders and internal teams.
• Arrange client training (on-site or remote) on using the system, kiosks, and dashboards.
• Closely monitor performance in the initial days after go-live and ensure issues are addressed promptly.

6. Documentation & Reporting

• Maintain updated project trackers, implementation plans, and onboarding status reports.
• Document project milestones, issues, decisions, and resolutions.
• Provide regular updates to management on project status, field operations, and upcoming installations.

What We're Looking For

• 3+ years of experience in project management and/or operations, ideally in POS, SaaS, F&B tech, payments, or retail tech.
• Experience coordinating field teams or on-site installations.
• Strong organizational, planning, and multitasking skills.
• Excellent communication and stakeholder management abilities.
• Strong attention to detail in both technical and operational aspects.
• Proficiency with spreadsheets and project tracking tools.
• Fluent in English (verbal and written).

Why Join Us?

At Kayana, you'll be part of a fast-growing global company where your contributions will make a direct impact. We offer:

• Competitive base salary.
• A clear path for career growth and development.
• The opportunity to work with innovative technology that is reshaping the payments industry.
• A supportive and collaborative environment where your success is celebrated.