Onboarding Manager

• Lead and develop a team of specialists and associate managers
• Set clear goals and performance expectations
• Provide regular coaching, feedback, and professional development
• Oversee workload allocation
• Manage recruitment, onboarding, and training
• Act as a key point of contact for client-facing teams and stakeholders
• Anticipate client and partner needs
• Coordinate with internal functions
• Communicate updates to senior leadership
• Oversee execution of multiple concurrent projects
• Identify and implement process improvements
• Monitor team metrics and performance dashboards
• Partner with other managers to standardize best practices
• Establish and maintain high quality and consistency standards
• Lead periodic quality reviews
• Develop and maintain team training resources and SOPs
• Champion operational excellence
• Hold the team accountable for following documented processes
• Oversee the team’s client communication
• Address escalated client concerns
• Track client feedback
• Collaborate with other departments
• Evaluate team performance metrics
• Partner with Quality Assurance

• 8+ years of professional experience in customer success or related roles
• 3+ years of experience managing and developing high-performing teams
• Experience in fintech or SaaS environments preferred
• Bachelor’s degree in Hospitality Management, Business Administration, or a related field required
• Fluent in English (written and verbal)
• Advanced leadership, coaching, and team development skills
• Strategic thinking and operational planning abilities
• Strong problem-solving, decision-making, and analytical capabilities
• Proficiency with relevant systems, tools, and metrics-driven management
• Effective stakeholder management and cross-functional collaboration
• Strong understanding of restaurant management systems and software solutions
• Exceptional organizational and multitasking abilities
• Ability to maintain professionalism and composure in high-pressure situations
• Knowledge of or experience in restaurant operations, management, or hospitality technology
• Knowledge of or experience in a client-facing implementation, project management, or consulting role
• Knowledge of using Customer Relationship Management (CRM) tools (Salesforce preferred)

Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus

• Medical, Dental and Vision Insurance
• 401k with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year