Manager of Customer Onboarding

• As the Manager, Onboarding, you will lead and mentor a team who serve as the crucial initial point of contact for post-sales customers transitioning onto a new Justworks product
• You will leverage your expertise to oversee the entire onboarding lifecycle, ensuring a standardized, seamless, and service-first experience for customers that sets the foundation for long-term success
• You think strategically but operate hands-on
• You use data to guide decisions, proactively remove obstacles, and continuously improve how work gets done
• You are energized by change and skilled at leading teams through it
• You care deeply about developing people, building scalable systems, and shaping the future of onboarding
• You will be responsible for the overall effectiveness and efficiency of the onboarding function, focusing on optimizing processes, and maintaining high customer satisfaction during the pivotal implementation phase
• This is a highly visible leadership role, requiring strong relationship management skills not just with customers, but also as the primary bridge between Sales, Operations, and Customer Success to ensure smooth handoffs and alignment on the customer journey
• You will guide your team to become trusted partners and product experts, directly contributing to Justworks’ mission of enabling entrepreneurs to focus on building their businesses
• Work closely with Sales and Customer Success teams to ensure seamless new customer onboarding
• Obsess over key metrics such as onboarding success and customer satisfaction
• Coach your team members in reinforcing Onboarding best practices, our CSO identity, and the Justworks brand
• Work closely with team members and internal teams to advocate for customer needs and that the voice of the customer is heard, understood, and prioritized
• Handle general management responsibilities, such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviews
• Support hiring and expansion of our Onboarding Team
• Focus on continuous process and quality improvement in partnership with cross-functional teams
• Other duties as needed based on department and/or organizational needs

Benefits

• Paid volunteer work
• Paid parental leave
• Work from home opportunities
• Medical, dental, and vision insurance, plus access to One Medical, Kindbody, and Teladoc
• Premium access to Headspace, ClassPass stipends, and webinars to support your overall wellness on topics like nutrition, budgeting, mindfulness, and more
• All Justworks offers include equity, and Justworkers can continue to earn more over time with promotions and tenure
• Extensive learning & development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching
• Apprenticeship program that supports internal movement and growth

• Curious - the innate desire to learn, grow and understand
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment
• As a Manager, Onboarding, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:
• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things
• Taking responsibility - being accountable, being committed, and accepting ownership for one’s decisions, actions, and behavior
• Integrity - Simply put, do what you say and say what you’ll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude
• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others
• Openness - Your default is to be open. You’re willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”
• Experience in HR Tech or SaaS preferred
• Proven track record of coaching and developing high-performing teams
• Demonstrated success achieving team KPIs and operational targets
• Impeccable organizational, written, and verbal communication skills
• Experience building or improving processes in a scaling environment
• 5 or more years of experience in customer onboarding, customer success, or service operations
• 3 or more years of people and team management experience
• Strong cross-functional collaboration skills