Onboarding Lead

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Requirements:

• 3+ years of experience in partner success, implementation, project management, or operations, ideally in a fast-paced startup or tech-enabled services environment.
• Exceptional communication and interpersonal skills—you are equally comfortable working with external stakeholders and internal technical teams.
• Strong project management skills, with a track record of leading complex, cross-functional initiatives to successful outcomes.
• Ability to think critically, solve problems proactively, and stay calm under pressure.
• A genuine desire to create great experiences for partners and internal teams alike.

Responsibilities:

• Act as the primary owner of each new locations onboarding, from the moment a deal is closed to one week post-launch.
• Develop and execute detailed onboarding plans tailored to each property.
• Coordinate across hardware, permitting, compliance, and central ops teams to ensure all launch dependencies are met.
• Serve as the main liaison for property owners, tenants, and other stakeholders throughout the onboarding process.
• Proactively manage communications and set clear expectations around timelines and deliverables.
• Build strong, trust-based relationships with partners by providing timely updates, solving issues quickly, and anticipating needs.
• Ensure that all internal teams involved in onboarding are aligned and working toward the same goals.
• Surface blockers, escalate issues, and solve problems in real time to keep projects on track.
• Implement and refine playbooks to improve onboarding speed, consistency, and quality.
• Gather feedback from partners and internal teams to continuously improve the process.
• Work with leadership to scale the onboarding function and build a repeatable, scalable system.
• Identify bottlenecks or inefficiencies in the onboarding workflow and implement process improvements to increase speed, consistency, and reliability across all launches.
• Collaborate with cross-functional teams to document and standardize best practices, creating internal playbooks and SOPs that ensure a repeatable, scalable onboarding process.
• Develop high-quality onboarding collateral, including welcome packets, training guides, transition checklists, and FAQs tailored to various partner types.
• Continuously improve the clarity, consistency, and professionalism of all client-facing materials to ensure they reflect AirGarage’s brand and values.
• Work with design, marketing, and product teams to align messaging across platforms and touch points during the onboarding phase.
• Incorporate partner feedback to iterate and enhance the materials used throughout the onboarding journey.
• Maintain a library of up-to-date templates and resources that can be easily customized and scaled as AirGarage grows.