Global Director, Mid-Market Onboarding

📋 Description

• Lead, coach, and develop the Mid-Market Onboarding team — including Onboarding Project Managers and
• Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex
• Establish and own the metrics that matter: onboarding velocity, deployment quality scores, training
• Own capacity and staffing planning for the division — forecasting demand, balancing workload across
• Serve as a senior escalation point for complex or at-risk mid-market deployments and partner with

🎯 Requirements

• 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or
• Track record of building or significantly improving onboarding and implementation functions and
• Proven people-leadership experience — hiring, coaching, and developing customer-facing teams in a
• Strong project-management foundation: scope, milestones, timelines, and risk mitigation applied to
• Deep understanding of hotel operations and the complexity of serving multi-property, mid-market
• Ability to move fluidly between strategy and execution — you can design the framework and roll up

🎁 Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access to professional development, including manager training, upskilling, and knowledge transfer