Onboarding Manager Jobs

MyTennisLessons

Location:
United States, Chicago

Category:
IT - Administration

Contract Type:
Not provided

Salary:

70000.00 - 85000.00 USD / Year

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Job Description:

The Manager, Onboarding leads a team of specialists, driving operational excellence and process improvements. This role ensures delivery against strategic objectives while developing team capabilities and fostering collaboration across departments. This team is essential in delivering a seamless and exceptional Point of Sale (POS) implementation experience for clients. This role is responsible for driving team performance against key metrics such as time to install, activation rates, and client satisfaction (NPS/CSAT), while upholding a high standard of service.

Job Responsibility:

Lead and develop a team of specialists and associate managers
Set clear goals and performance expectations aligned with departmental objectives
Provide regular coaching, feedback, and professional development opportunities
Oversee workload allocation, ensuring balanced capacity, productivity, and service quality
Manage recruitment, onboarding, and training
Act as a key point of contact for client-facing teams and stakeholders
Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution
Communicate updates, progress, and risks clearly to senior leadership
Oversee execution of multiple concurrent projects, ensuring on-time delivery
Identify and implement process improvements to increase efficiency, scalability, and accuracy
Monitor team metrics and performance dashboards
Establish and maintain high quality and consistency standards across all team outputs
Lead periodic quality reviews, identifying trends and coaching opportunities
Develop and maintain team training resources and SOPs
Oversee the team’s client communication to ensure a positive, professional experience
Address escalated client concerns or complex issues
Track client feedback and ensure the team implements improvements based on insights
Collaborate with other departments, including Technical Services, Sales, and Success
Evaluate team performance metrics to uncover trends and areas for enhancement
Partner with Quality Assurance to ensure the team follows processes

Requirements:

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)

Nice to have:

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

What we offer:

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

Additional Information:

Job Posted:
December 10, 2025

Employment Type:

Fulltime

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Onboarding Manager