Onboarding Operations Tech Lead

This is a fully remote position, open to applicants in Colorado, +7 more states.

📋 Description

• Develop and oversee the comprehensive Onboarding Operations roadmap.

• Create standard operating procedures, service-level agreements, and governance for operations.

• Evaluate operational telemetry, activation funnels, and metrics related to drop-off rates.

• Craft intervention logic and automated workflows.

• Collaborate with Product, Engineering, and Go-To-Market teams on platform controls, self-service onboarding tools, and automated verification processes.

• Convert technical platform modifications, API enhancements, and engineering deployments into operational workflows and guidelines.

• Propel process enhancements and monitor metrics such as Time-to-Value, Activation Rate, and CSAT.

• Optimize manual intervention queues.

• Act as the ultimate operational escalation point for intricate or high-stakes onboarding situations.

• Work in partnership with Legal, Trust & Safety, and Go-To-Market leadership.

• Write and update runbooks, playbooks, and training materials.

• Guide and mentor early-career team members while developing enablement frameworks.

⛳️ Requirements

• Bachelor’s Degree in a business or technology field, or equivalent practical work experience.

• Over 6 years of experience in operations, implementation, customer onboarding, or program management within tech, FinTech, SaaS, or complex digital ecosystems.

• A proven history of functioning as a founding or pioneering team member, establishing operational frameworks, workflows, and policies in highly ambiguous settings.

• Demonstrated success in managing cross-functional projects alongside Product and Engineering to automate manual operations.

• Strong proficiency in data analysis using SQL, Looker, Tableau, Snowflake, or similar platforms.

• Exceptional written and verbal communication abilities, including the capacity to convey complex technical workflows to non-technical audiences.

• Capability to navigate ambiguity, work autonomously, and make significant decisions under tight operational SLAs.

🏝️ Benefits

• Competitive salary.

• Generous time off policies.

• Extensive parental and wellness leave.

• Comprehensive healthcare insurance.

• Retirement savings program.

• Eligibility for equity plans.

• Participation in corporate bonus plans.

• Access to a 401(k) retirement account.

• Paid sick leave.

• Paid personal time off.

• Paid parental leave.

• Approximately 10% travel for in-person connections.

• Support for employee volunteering and charitable contributions.