Global Onboarding Architect & Performance Leader

Phorest Software; Leatherhead; On-site; GBP 90,000 - 130,000; Full time

Job summary

Phorest Software in Leatherhead, UK is seeking a Global Onboarding Domain Manager to own the health, performance and evolution of our onboarding experience at scale.

You will partner with regional teams and product, data and operations to create scalable global processes, optimize tooling, and drive measurable improvements in CSAT and time-to-value.

This leadership role emphasizes strategic thinking, data insights, and governance to balance global consistency with local market needs.

Qualifications

• 8+ years in onboarding or customer operations within SaaS environments.
• 3+ years of people leadership experience coaching high-performing teams.
• Strong strategic and operational thinking with hands-on execution.

Responsibilities

• Lead four onboarding pillars: measure performance, root-cause analysis, adoption and time-to-value, and influence future onboarding across Product and Operations.
• Design, improve, and standardise onboarding processes across regions with scalable workflows and governance.
• Own onboarding tooling stack and collaborate with Operations, Product, Data and Engineering to enhance systems.
• Lead, coach, and develop a high-performing onboarding team aligned with Phorest’s values.
• Collaborate across Onboarding, Customer Success, Sales, Product, Operations, Data and Enablement to balance global consistency with local needs.
• Define KPIs, build business cases, and run Domain Business Reviews to demonstrate domain health.

Skills

Onboarding governance

Data-driven

Process optimization

Stakeholder mgmt

People leadership

SaaS knowledge

Job description

Phorest Software in Leatherhead, UK is seeking a Global Onboarding Domain Manager to own the health, performance and evolution of our onboarding experience at scale.

You will partner with regional teams and product, data and operations to create scalable global processes, optimize tooling, and drive measurable improvements in CSAT and time-to-value.

This leadership role emphasizes strategic thinking, data insights, and governance to balance global consistency with local market needs.