Head of Global Onboarding Operations

This is a fully remote position, open to applicants in Ireland, +1 more country.

📋 Description

• Take charge of the health, performance, and ongoing development of the global onboarding experience.

• Ensure that onboarding journeys for new customers are consistent, efficient, and value-oriented across various regions.

• Spot opportunities to enhance customer outcomes, operational efficiency, and overall commercial performance.

• Lead the four essential onboarding domain pillars: measuring performance, identifying root causes and trends, enhancing adoption and time-to-value, and shaping the future onboarding experience.

• Design, enhance, and standardize onboarding processes across different regions.

• Develop scalable workflows, frameworks, documentation, and governance structures.

• Manage and optimize the onboarding tooling stack.

• Collaborate with Operations, Product, Data, and Engineering to improve systems, minimize manual tasks, enhance customer health visibility, and automate workflows.

• Lead, mentor, and cultivate a high-performing team.

• Work in partnership with Onboarding, Customer Success, Sales, Product, Operations, Data, Enablement, Revenue Operations, and Engineering.

• Represent regional needs and align initiatives with global strategies.

• Support the onboarding pathways for Premium and Enterprise customers.

• Define and monitor KPIs, create business cases, and conduct Domain Business Reviews.

• Leverage data-driven insights to minimize customer effort, expedite live dates, enhance CSAT, and promote feature activation.

⛳️ Requirements

• Ideally, possess over 8 years of prior experience in onboarding, customer operations, or customer success programs within a SaaS context.

• Have at least 3 years of demonstrated leadership experience in managing teams.

• Proven ability to develop and mentor high-performing teams.

• Strong strategic and operational thinking skills.

• Data-driven mindset with robust analytical and problem-solving abilities.

• Excellent skills in stakeholder management and communication.

• Experience in influencing cross-functional teams without direct authority.

• Proven track record in driving operational excellence, process optimization, and continuous improvement in complex global settings.

• Strong commercial awareness.

• In-depth understanding of SaaS customer lifecycle metrics, such as CSAT, churn, time to value, and feature activation.

• Comfortable with executive presentations and leading structured business reviews.

• High level of ownership and accountability.

• Collaborative growth mindset.

• Ability to strike a balance between high-level framework development and hands-on execution in a fast-paced environment.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for skill enhancement and career progression.

• Chances to participate in industry events such as ShipitCon.

• A collaborative, diverse, and inclusive work environment.

• A culture that promotes learning and growth.

• Support for personal and professional development.

• Mentorship and ongoing learning opportunities.