Head of US Onboarding Operations

📋 Description

• Own US onboarding execution from post-sale handoff through go-live across applicable seller
• Establish operational objectives, work plans, staffing models, and performance requirements for US
• Manage coverage, scheduling, routing, utilization, quality, escalations, and service-level
• Drive accountability for US market performance while implementing global onboarding standards and
• Improve key metrics including activation, time-to-value, CSAT, SLA adherence, utilization, and
• Use data, frontline insights, and business reviews to identify risks, root causes, and improvement

🎯 Requirements

• 12+ years of progressive operations leadership experience, ideally in technology, fintech
• Experience managing multiple teams or departments with responsibility for staffing, quality, cost
• Strong understanding of workforce planning, capacity management, service delivery operations, and
• Experience leading through subordinate managers and influencing senior cross-functional
• Strong analytical and financial acumen, including KPI management, budget inputs, forecasting, and
• Ability to operate independently in ambiguous situations while aligning with senior leadership on

🎁 Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning