Description

• Define a strategic roadmap for scaling the Performers Onboarding process to handle increasing volume without compromising quality.
• Gather customer feedback and translate insights into actionable improvements for the onboarding process and internal workflows.
• Own and continually enhance the overall customer onboarding journey for Performers, ensuring it is efficient, engaging, and sets customers up for long-term success.
• Develop and maintain comprehensive documentation, training materials, and Standard Operating Procedures (SOPs) for the team and for customer-facing resources.
• Manage daily team workflows, priorities, and resource allocation to ensure timely and effective onboarding execution.
• Lead, mentor, and manage a team of Performers Onboarding Specialists, fostering a high-performance culture focused on customer satisfaction and operational excellence.
• Define and track key performance indicators (KPIs) and operational metrics for the Performers Onboarding function, reporting on progress and outcomes to leadership.
• Identify, design, and execute opportunities for significant process efficiencies, standardization, and automation.
• Serve as the subject matter expert for the Performers onboarding process within the organization.
• Work closely with Sales, Services, Product, and Operations teams to ensure smooth handoffs, alignment on customer needs, and consistency across the customer lifecycle.
• Conduct regular one-on-one meetings, performance reviews, and career development planning for team members.
• Act as an escalation point for complex or high-priority onboarding issues.
• Collaborate closely with Product and Engineering teams to define and prioritize product enhancements and technology solutions that streamline onboarding

Requirements

• Experience collaborating with Product/Engineering teams on feature development related to customer experience or operational tools.
• Excellent time management, organization, and attention to detail.
• BA/BS degree or equivalent work experience.
• Demonstrated track record of defining and implementing process improvements that resulted in measurable operational efficiencies and/or customer experience improvements.
• Has a customer-first mindset at all levels of the decision-making process.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical skills with the ability to use data (KPIs, metrics) to drive decisions and manage team performance.
• Familiarity with automation tools or business process management software.
• Experience in a high-growth technology or SaaS environment.
• Proficiency with CRM software (e.g., Salesforce) and project management tools.
• 2 or more years of direct people management experience, leading and mentoring a team.
• 5 or more years of experience in Customer Success, Onboarding, Operations, or a related client-facing role.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance