Senior Manager, Onboarding
Skills
- Proven experience managing customer service or onboarding teams, preferably managing other managers
- Strong coaching and people-development skills
- Metrics-driven with strong analytical and problem-solving abilities
- Experience driving change management and cross-functional initiatives
- Ability to explain technical programs and processes to non-technical users
- High attention to detail and willingness to dive into operational issues
Responsibilities
- Lead and coach a team of onboarding managers, supporting their day-to-day work and professional development
- Develop and share onboarding best practices to improve customer satisfaction and onboarding success
- Scale the onboarding organization via hiring, interviewing, and performance management
- Own key performance metrics including customer satisfaction, employee productivity, and quality
- Implement systems and processes to increase onboarding efficiency and focus on high-impact work
- Collaborate cross-functionally with Sales, Product, Engineering, and Customer Success on launches and initiatives
- Handle escalated customer issues and provide second-opinion support when needed
- Create and maintain a collaborative, inclusive, and high-performing team culture
Education
- Bachelor's degree or equivalent professional experience preferred
- Continued learning or certifications in management, operations, or related fields a plus
Benefits
- Competitive health, dental, and vision benefits
- Wellness program offerings and company retreats
- Paid time off and flexible work arrangements (hybrid)
- Professional development opportunities
- Inclusive workplace and DEIB initiatives
- Retirement savings options and other Total Rewards benefits
Average salary estimate
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