Implementation Operations Manager

Summary: As the Implementations Operations, Manager, you will play a vital role in the success of our clients' journeys with Onbe. You will be an authority figure and change agent, responsible for ensuring our teams are equipped with the requirements, tools, documentation, and training needed to perform optimally in their day-to-day, successfully lead the department’s key metrics of success, overseeing operational capacity and utilization models, enabling our Implementations and Partner Operations to drive speed and accuracy. In this role, you will partner with team members to define, launch, and drive strategic and operational initiatives with key functions across the organization and with our partners. #hybridLI

This role is a hybrid role that will work onsite 1-2 days per week at our Buffalo Grove, IL location. Occasional travel may be required as part of this position. #LinkedIn-Hybrid

Responsibilities

• Liaison with sales and account management teams to assess pipeline, intake deals, and assignment of projects to the teams managing individual and team utilization metrics that adhere to the operational strategy.
• Establish and enable onboarding best practices, capacity modeling standards, and operational optimizations within the team and with cross-functional teams to ensure consistent, efficient, ‘white glove’ onboarding execution that delivers on clients’ needs.
• Formulate, implement, and maintain long and short-range plans, policies, and documentation to support a consistent customer onboarding experience and adoption of products focusing on scale and efficiency.
• Serve as the primary department representative for enterprise project support across various operational functions that enable speed, efficiency, accuracy, and client satisfaction.
• Identify internal and cross-functional process needs, gaps, and difficulties and deploy resulting processes or technical projects aligned with a strategic roadmap.
• Train new hires, established team members, and cross-functional teams through maintained standard process documentation, change management notifications and sessions, and ad hoc workshops.
• Set the direction to implement and operationalize product GTM processes, and product and tech rollouts, and update industry or partner policies and procedures where it impacts onboarding teams.
• Leads all aspects of reporting on relevant KPIs and metrics to drive areas of focus with action plans and share success/improvements to the metrics with the results of those action plans.
• Perform miscellaneous projects and duties as assigned.

Qualifications

• 5-10 years experience in onboarding roles in client implementations and/or supplier/vendor management (required)
• At least 3 years of directly leading people in operational teams in a corporate environment (required)
• Proficient in Microsoft Programs, including Word, Excel, and PowerPoint, and knowledge of CRM systems, reporting dashboard tools/applications, and project management tools/software. (required)
• Excellent communication, writing, and social skills, with the ability to establish trust and credibility with clients, suppliers, and internal partners (required).

The base salary range for this position is between $94,590 to $110,250, with eligibility for an annual bonus. The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Our competitive benefits include medical, dental, vision, wellness, 401(k) matching, unlimited PTO, work from anywhere, generous parental leave, and more! Our job titles may span more than one career level. All candidates are encouraged to apply.