Onboarding Operations Director

5 days ago


Karachi, Sindh, Pakistan Flipdish Full time
About the Role

We're seeking an experienced Onboarding Team Lead to join our team in Karachi. As a key member of our Onboarding team, you will be responsible for leading a group of 4-6 Onboarding Engineers in delivering exceptional customer experiences, meeting performance targets, and continuously improving onboarding processes.

Your Key Responsibilities:

  • Lead and mentor a high-performing team of Onboarding Engineers, fostering a culture of excellence, motivation, and continuous professional growth.
  • Own the end-to-end onboarding process, ensuring seamless customer experiences that drive retention, growth, and advocacy.
  • Develop and implement clear performance goals, monitor key onboarding metrics, and drive accountability within the team to meet or exceed targets.
  • Serve as the point of escalation for complex customer issues, resolving challenges efficiently while maintaining a customer-centric approach.
  • Collaborate with cross-functional teams, including Sales, Customer Success, and Product, to ensure a smooth customer journey and provide feedback for product improvements.

Requirements:

  • 6+ years of professional experience, with at least 3 years in a leadership role managing a customer-facing onboarding, customer success, or project management team.
  • Exceptional people management skills, with strong leadership, coaching, and mentoring abilities.
  • Experience driving a results-oriented team culture that balances speed, efficiency, and customer satisfaction.
  • Passion for delivering exceptional customer experiences and ensuring smooth onboarding journeys, with the ability to handle escalated customer issues.
  • Technical aptitude, with comfort learning technical product configurations and troubleshooting issues.


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