Customer Onboarding Operations Manager

Ladders; United States; Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Healthcare package

Dental & mental health support

Parental planning resources

Retirement savings options

Generous paid time off

Job summary

Ladders is seeking a Customer Onboarding Operations Manager to shape the operational engine behind customer onboarding and training readiness in a fast-moving healthcare environment. You will build the systems and processes that ensure customers are prepared for activation, while improving visibility into gaps, capacity, and throughput.

Partnering closely with cross-functional teams, you will help create a scalable onboarding experience that supports timely training delivery and measurable

Qualifications

• 5+ years of operational experience in a scaling environment.
• Experience leading coordination-heavy or logistics-driven teams.
• Strong track record of building systems and scalable processes.
• Comfort with capacity planning and throughput challenges.
• Data-oriented with the ability to define performance and improve outcomes.
• Ability to operate cross-functionally and create clarity across teams.
• Builder mindset with energy for structuring ambiguity.

Responsibilities

• Build and operationalize the readiness model for customer training
• Ensure customers meet onboarding milestones before training takes place
• Create visibility into readiness gaps and drive resolutions
• Forecast training demand and align capacity to meet activation goals
• Manage scheduling systems for timely training delivery
• Develop and lead a team of Training Coordinators
• Establish performance metrics tied to outcomes and build coaching systems

Skills

Operational scaling experience

Leading coordination-heavy teams

Systems & processes design

Capacity planning

Data-driven decision making

Cross-functional collaboration

Ambiguity management

Job description

For our client, we are seeking a Customer Onboarding Operations Manager to join the team of a leader in the Healthcare space.

This role will shape the operational engine behind customer onboarding and training readiness in a fast-moving healthcare environment. You will build the systems and processes that ensure customers are prepared for activation, while improving visibility into gaps, capacity, and throughput. Partnering closely with cross-functional teams, you will help create a scalable onboarding experience that supports timely training delivery and measurable outcomes.

Location: Remote

Compensation: $100,000 - $120,000 annually

Responsibilities

• Build and operationalize the readiness model for customer training
• Ensure customers meet onboarding milestones before training takes place
• Create visibility into readiness gaps and drive resolutions
• Forecast training demand and align capacity to meet activation goals
• Manage scheduling systems for timely training delivery
• Develop and lead a team of Training Coordinators
• Establish performance metrics tied to outcomes and build coaching systems

Qualifications

• 5+ years of operational experience in a scaling environment
• Experience leading coordination-heavy or logistics-driven teams
• Strong track record of building systems and scalable processes
• Comfort with capacity planning and throughput challenges
• Data-oriented with the ability to define performance and improve outcomes
• Ability to operate cross-functionally and create clarity across teams
• Builder mindset with energy for structuring ambiguity

Benefits

• Comprehensive healthcare packages
• Dental and mental health support
• Parental planning resources
• Retirement savings options
• Generous paid time off

Our client is an equal opportunity employer.