Manager, Onboarding

Embedded Shishya; United States; On-site; USD 80,000 - 140,000; Full time

Benefits offered by this job

Health benefits

401(k)

Monthly tech reimbursements

Employee assistance program

Job summary

HousecallPro is seeking a Manager, Onboarding to lead a team of Onboarding Specialists and deliver an exceptional onboarding experience for our Pros. You will partner with senior leadership to equip new customers to integrate into our platform from day one.

You will coach, support escalations, track key onboarding metrics, and drive continuous improvements through coaching and data-driven decisions. A Bachelor's degree and 2+ years of management experience are required.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 2+ years of management experience in Customer Support or related field.
• Proven track record of meeting/exceeding performance metrics.
• Demonstrated ability to leverage AI tools to improve workflows.

Responsibilities

• Drive onboarding metrics: Completion rate, Time to Value, CSAT, retention.
• Manage team schedules and attendance for onboarding phase.
• Conduct weekly performance reviews to support growth.
• Handle escalations and ensure prompt resolution.

Skills

Team management

Leadership

Performance metrics

AI tools usage

Education

Bachelor's degree or equivalent experience

Tools

AI tooling proficiency

Job description

Overview

As Manager, Onboarding, you lead a team of Onboarding Specialists to deliver an exceptional onboarding experience for our service professionals (Pros). You partner with senior leadership to equip new customers to successfully integrate into our platform and maximize our services from day one. Your role includes coaching, supporting escalations, and ensuring a best‑in‑class onboarding experience.

Key Responsibilities

• Drive key metrics for the Onboarding team, including Onboarding Completion Rate, Time to Value, Customer Satisfaction Score, and Retention Rate
• Manage team schedules and daily attendance to ensure adequate staffing during the critical onboarding phase
• Conduct weekly performance reviews to identify opportunities and support team growth
• Ensure proper escalation processes are followed and take action to resolve issues promptly
• Oversee timecards, ensuring timely submission and accurate data management
• Manage monthly performance metrics and bonuses for the Onboarding team
• Track all key metrics with accuracy, reporting to management and providing feedback to the team
• Document all one‑on‑one meetings, performance discussions, and coaching sessions to ensure continuous development

Qualifications

• Bachelor's degree or equivalent experience (required)
• 2+ years of management experience in Customer Support or a related field
• Proven track record of meeting and exceeding performance metrics consistently
• Demonstrated ability to leverage AI tools to improve workflows, streamline execution, or enhance outputs

What Will Help You Succeed

• Strong organizational and leadership skills, with the ability to manage multiple priorities in a fast‑paced environment
• Excellent communication and interpersonal skills, with a focus on team development and customer satisfaction
• Ability to motivate and inspire your team to deliver exceptional service
• Proactive problem‑solving skills with a focus on improving processes and outcomes

Benefits

• Medical, dental, vision, life, disability, and 401(k) program
• Paid holidays and flexible, take‑it‑as‑you‑need‑it paid time off
• Equity in a rapidly growing startup
• Monthly tech reimbursements
• Employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits

EEO Statement

HousecallPro is an equal‑opportunity employer. We do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under law.