Remote Onboarding Operations Leader

United States Digital Space LLC; United States; Remote; USD 116,960 - 171,900; Full time

Benefits offered by this job

Competitive pay

Healthcare

401(k) retirement

Paid time off

Volunteer program

Job summary

United States Digital Space LLC is seeking a Manager, Fast Track Operations to lead a distributed onboarding team remotely. You will drive decision quality, SLA performance, and continuous improvement across the program, partnering with cross-functional teams to optimize workflows, tooling, and onboarding effectiveness.

The role requires strong people leadership, operational judgment, and hands-on ownership, with a focus on customer experience and policy compliance across remote, cross-time-zone

Qualifications

• 2+ years of people leadership experience in a manager or team lead role.
• Experience managing employee performance and development through coaching and accountability.
• Experience in structured operational or policy-driven review environments with risk or decision workflows.
• Ability to lead teams through prioritization, decision-making and quality execution in evolving operational settings.

Responsibilities

• Lead and develop a high-performing onboarding operations team through coaching, performance management, mentoring, and structured feedback.
• Make sound, timely decisions on complex or edge-case onboarding scenarios.
• Maintain department SLAs and collaborate with other operational teams on onboarding scenarios.
• Plan and balance team workload and staffing against priorities and SLA targets.
• Establish clear team priorities and accountability measures aligned with KPIs and OKRs.
• Partner with Go-to-Market teams to understand customer onboarding needs.
• Improve workflows, tooling, and onboarding effectiveness across internal teams.
• Identify process gaps and operational risks and drive practical improvement actions.
• Lead workflow and process improvements from planning through implementation.
• Maintain thorough documentation across runbooks and guidance.
• Use metrics and reporting to monitor trends, risks, and performance opportunities.
• Provide structured feedback to improve tooling, automation, and AI-assisted decision support.

Skills

People leadership

Performance management

Operational risk

Project management

English communication

Decision making

Remote work

Cross-functional collaboration

Tools

ServiceNow

Zendesk

Airtable

Slack

JIRA

Job description

United States Digital Space LLC is seeking a Manager, Fast Track Operations to lead a distributed onboarding team remotely. You will drive decision quality, SLA performance, and continuous improvement across the program, partnering with cross-functional teams to optimize workflows, tooling, and onboarding effectiveness.

The role requires strong people leadership, operational judgment, and hands-on ownership, with a focus on customer experience and policy compliance across remote, cross-time-zone