Onboarding Program Lead

Mindbody; Boston (MA); On-site; USD 86,000 - 115,000; Full time

Job summary

Playlist is seeking an onboarding program lead to run the onboarding lifecycle end to end, from contract handoff through go-live, ensuring customers launch on time and are set up correctly. You will lead, coach, and develop direct reports, guiding performance and growth.

You will manage the relationship with our outsourced onboarding team, enforce SLAs, and drive improvements to SLA attainment, cycle time, backlog, and quality.

Qualifications

• Experience running an onboarding program end-to-end.
• People management experience.
• Experience with outsourced/vendor teams and SLAs.
• Track record of improving operational metrics (SLAs, cycle time, backlog, quality).
• Hands-on Salesforce CRM experience and queue management.
• Based in the United States.
• Onboarding across multiple verticals (fitness, food & beverage, wellness, experiences).
• Familiarity with Tableau and SQL.

Responsibilities

• Run onboarding program end to end, contract handoff through go-live.
• Lead, coach, and develop direct reports with regular feedback.
• Manage outsourced onboarding team, enforce SLAs and performance.
• Own and improve core metrics: SLA attainment, cycle time, backlog, quality.
• Manage queues and work allocation in Salesforce.
• Spot bottlenecks, design fixes with cross-functional partners.
• Report on performance to leadership.

Skills

Onboarding management

People management

Vendor management

Process improvement

Data analysis

Cross-functional collaboration

Tools

Salesforce CRM

Job description

Playlist is seeking an onboarding program lead to run the onboarding lifecycle end to end, from contract handoff through go-live, ensuring customers launch on time and are set up correctly. You will lead, coach, and develop direct reports, guiding performance and growth.

You will manage the relationship with our outsourced onboarding team, enforce SLAs, and drive improvements to SLA attainment, cycle time, backlog, and quality.