Onboarding Manager

About The Company

Panoptyc uses AI and manual review to detect theft at over 15000 markets in the US. We serve Fortune 500 companies and SMBs alike. Our fully remote team has grown rapidly and we're looking to expand our team with top talent from around the world.

What We're Looking For

We are seeking an experienced Onboarding Manager to lead and optimize our onboarding processes. The Onboarding Manager will be responsible for ensuring smooth and efficient onboarding of new clients and locations working closely with various teams including Sales and Loss Prevention. The ideal candidate will have a strong background in client onboarding process improvement and team leadership with a proven track record of delivering an exceptional onboarding experience.

Tasks and Responsibilities

• Manage and oversee the end-to-end onboarding process for new clients and locations ensuring all steps are completed smoothly and on time.

• Collaborate with Sales and Loss Prevention to coordinate the delivery of services to new locations.

• Lead the Onboarding team ensuring they are adequately trained resourced and equipped to provide an exceptional client onboarding experience.

• Develop and implement onboarding strategies to optimize the client experience streamline processes and reduce time to activation.

• Monitor key performance indicators (KPIs) related to onboarding efficiency customer satisfaction and operational success ensuring targets are met or exceeded.

• Work with cross-functional teams including Fulfillment and Loss Prevention to troubleshoot any onboarding issues and drive continuous improvement.

• Own the process for resolving onboarding-related service disruptions and work closely with internal teams to address and resolve any roadblocks.

• Build and maintain strong relationships with clients during the onboarding phase to ensure their needs are met and expectations exceeded.

• Provide ongoing coaching training and support to the Onboarding team to ensure continuous improvement and high performance.

• Implement quality control measures to ensure accuracy and consistency in the onboarding process.

• Stay up to date on onboarding best practices and industry trends to continually refine and improve processes.

Education and Experience Requirements

• Bachelor’s degree in Business Administration Project Management Operations or a related field.

• Proven experience in client onboarding customer success or process management preferably in a fast-paced environment.

• Strong organizational and multitasking skills with the ability to manage multiple onboarding projects simultaneously.

• Excellent communication and leadership abilities with a talent for motivating and developing teams.

• Strong analytical and problem-solving skills with a data-driven approach to improving the onboarding process.

• Experience with onboarding software CRM systems or project management tools.

• Ability to thrive in a dynamic fast-paced and customer-focused environment.

• Commitment to delivering an exceptional customer experience and continuous improvement.

Job Details

• Full-time status (40 hours per week)

• Reports to the Chief of Staff to the VP of Product

• Able to work during US Eastern time zone