Onboarding Experience Lead

Justworks, Inc.; New York (NY); Hybrid; USD 109,000 - 136,000; Full time

Job summary

Justworks, Inc. is seeking a Manager, Onboarding in New York City to lead the onboarding team and oversee the end-to-end onboarding lifecycle, ensuring a standardized, seamless, and service-first experience for customers.

You will guide a hands-on leadership approach, using data to drive decisions, remove obstacles, and scale processes while maintaining high customer satisfaction during implementation.

Qualifications

• 5+ years in customer onboarding, customer success or service operations.
• 3+ years of people and team management experience.
• Proven track record coaching and developing high-performing teams.
• Demonstrated success achieving team KPIs and operational targets.
• Experience building or improving processes in a scaling environment.
• Strong cross-functional collaboration skills.
• Impeccable organizational, written, and verbal communication skills.
• Experience in HR Tech or SaaS preferred.

Responsibilities

• Onboard new customers by coordinating with Sales and Customer Success.
• Monitor onboarding metrics like onboarding success and customer satisfaction.
• Coach team to reinforce onboarding best practices and brand.
• Advocate voice of the customer across stakeholders.
• Handle general management tasks: 1:1s, meetings, reports, reviews.
• Support hiring and expansion of the Onboarding Team.
• Drive continuous process and quality improvements with cross-functional teams.
• Perform other duties as needed.

Job description

Justworks, Inc. is seeking a Manager, Onboarding in New York City to lead the onboarding team and oversee the end-to-end onboarding lifecycle, ensuring a standardized, seamless, and service-first experience for customers.

You will guide a hands-on leadership approach, using data to drive decisions, remove obstacles, and scale processes while maintaining high customer satisfaction during implementation.