Onboarding & Operations Team Lead

Mindbody; United States; Presencial; USD 86.000 - 115.000; Tempo integral

Resumo da vaga

Playlist is seeking an experienced onboarding program leader to run the end-to-end onboarding process from contract handoff to go-live, ensuring customers launch on time and set up correctly.

You will coach direct reports, manage an outsourced onboarding team, and drive improvements in key metrics like SLA attainment, cycle time, backlog and quality. Based in the United States, with hours aligned to Mountain Time.

Qualificações

• Experience running a launch or onboarding program end to end, contract to live.
• People management experience.
• Experience working with an outsourced or vendor team, including managing SLAs and performance.
• A track record of owning and moving operational metrics such as SLAs, cycle time, backlog, and quality.
• Hands-on experience with Salesforce CRM and queue management.
• Based in the United States.
• Onboarding experience across more than one vertical (fitness, food and beverage, wellness, experiences).
• Exposure to workforce or capacity planning.
• Familiarity with Tableau, SQL, or similar reporting and analysis tools.
• Working hours aligned to Mountain Time.

Responsabilidades

• Run the onboarding program end to end, from contract handoff through go-live, so customers launch on time and set up correctly.
• Lead, coach, and develop direct reports, setting expectations, giving regular feedback, and supporting their growth.
• Manage the relationship with our outsourced onboarding team: set and enforce SLAs, run performance reviews, and drive corrective action where needed.
• Own and improve core operational metrics, including SLA attainment, cycle time, backlog, and quality.
• Manage queues and work allocation in Salesforce so work is routed, prioritized, and completed without things slipping through.
• Spot bottlenecks and root causes in the process, then design and roll out fixes with Sales, Support, Product, and other partners.
• Report on performance to leadership.

Conhecimentos

Launch program management

People management

Vendor/outsource management

Operational metrics ownership

Queue management

Ferramentas

Salesforce CRM

Tableau

SQL

Descrição da vaga

Playlist is seeking an experienced onboarding program leader to run the end-to-end onboarding process from contract handoff to go-live, ensuring customers launch on time and set up correctly.

You will coach direct reports, manage an outsourced onboarding team, and drive improvements in key metrics like SLA attainment, cycle time, backlog and quality. Based in the United States, with hours aligned to Mountain Time.