Team Lead, Onboarding Operations

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

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

What you’ll do

• 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

What you bring

• 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. This isn’t a hard requirement, though Pacific overlap is preferred over Eastern.

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of the Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $86,475 to $115,300. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.