Team Lead, Onboarding Operations
What you’ll do
Run the onboarding program end to end, from contract handoff through go-live, so customers launch on time and set up correctly
Lead, coach, and develop direct reports, setting expectations, giving regular feedback, and supporting their growth
Manage the relationship with our outsourced onboarding team: set and enforce SLAs, run performance reviews, and drive corrective action where needed
Own and improve core operational metrics, including SLA attainment, cycle time, backlog, and quality
Manage queues and work allocation in Salesforce so work is routed, prioritized, and completed without things slipping through
Spot bottlenecks and root causes in the process, then design and roll out fixes with Sales, Support, Product, and other partners
Report on performance to leadership
What you bring
Experience running a launch or onboarding program end to end, contract to live
People management experience
Experience working with an outsourced or vendor team, including managing SLAs and performance
A track record of owning and moving operational metrics such as SLAs, cycle time, backlog, and quality
Hands-on experience with Salesforce CRM and queue management
Based in the United States
Onboarding experience across more than one vertical (fitness, food and beverage, wellness, experiences)
Exposure to workforce or capacity planning
Familiarity with Tableau, SQL, or similar reporting and analysis tools
Working hours aligned to Mountain Time. This isn’t a hard requirement, though Pacific overlap is preferred over Eastern.
It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of the Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.
The base salary range for this position in the United States is $86,475 to $115,300. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans