Manager, Onboarding
Based in the United StatesFull-TimeManager
Salary95,000 - 105,000 USD per year
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Job Details
- Experience
- 3+ years in onboarding, implementation, client operations, or similar; 1+ year managing and leading teams
- Required Skills
- Project ManagementData AnalysisOperations ManagementCross-functional collaborationCRM
Requirements
- 3+ years in onboarding, implementation, client operations, or similar client-facing roles.
- 1+ year of experience managing and leading teams in a performance-driven environment.
- Proven ability to meet or exceed team KPIs and improve operational outcomes over time.
- Strong analytical skills with comfort using spreadsheets, dashboards, or BI tools to track performance.
- Experience working cross-functionally in fast-paced, high-growth environments.
- Familiarity with CRM and project management tools, with quick adaptability to new systems.
- Strong coaching, communication, and leadership skills with a focus on team development and accountability.
Responsibilities
- Lead, coach, and develop a team of onboarding specialists managing client implementation and launch.
- Run structured 1:1s, provide ongoing feedback, and build individualized development plans to elevate performance.
- Track and manage key KPIs such as time to launch, launch volume, CSAT, backlog age, and pre-launch churn.
- Proactively identify and resolve performance or process breakdowns using data and real-time monitoring.
- Handle escalations with urgency, balancing direct intervention and coaching-based resolution.
- Partner with Sales, Product Fulfillment, Engineering, and Client Success to improve handoffs and reduce friction.
- Drive continuous improvement initiatives that enhance onboarding efficiency and client experience.
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