Senior Manager, Onboarding

You have a passion for ensuring and providing the best possible service to customers and teams. You are a hands-on leader who enjoys optimizing and perfecting the customer onboarding processes. You are enthusiastic and creative, and your energy inspires and motivates those around you. You have a metrics-driven mentality and are always looking for processes and procedures to improve. 

You have the ability to manage other leaders, as well as a strong track record of building and managing high performing teams. You are a great coach and through coaching and planning you ensure the team has the tools to be successful. You connect the dots between the Onboarding team and company goals and initiatives, and you communicate the impact of our team’s work in such a way that motivates others. You desire to work cross functionally across the organization.

As a Senior Manager of our Customer Onboarding group, you will be responsible for leading other Managers who are focused on helping their teams to successfully onboard new customers. You will be responsible for ensuring high quality customer service and effective onboarding. You should be able to successfully collaborate cross-functionally with leaders in other areas of the business, in order to support customers through the entire onboarding process.You will be responsible for coaching, mentoring, and developing individual team members.

• Lead a team of managers, supporting and coaching them in their day-to-day work and ongoing development
• Develop and share best practices around onboarding success and customer satisfaction
• Scale Onboarding to meet the needs of our customers and sales teams, including interviewing, hiring, and performance management
• Own the key performance metrics of customer satisfaction, employee productivity, and quality for those under your management
• Implement systems that make Onboarders more efficient and effective in their jobs, ideally focusing them on high-value, high-impact work
• Develop and refine team processes, with an eye toward improving employee and customer experiences
• Collaborate with Sales and Customer Success Leadership to ensure all teams are aligned regarding company initiatives, new product launches, and communications
• When needed, communicate directly with customers, especially in escalated cases or situations where a second opinion is required
• Display a high level of professionalism and compassion when working with employees and customers
• Create a collaborative and inclusive team culture
• Perform other related duties as assigned, with an emphasis on -

• • Balances Stakeholders - Understands internal and external stakeholder requirements, expectations, and needs and acts fairly despite conflicting demands of stakeholders.
  • Good Judgment - Pauses before acting; asks questions to fully understand context; applies critical thinking and takes ownership of outcomes
  • Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • Plans & Aligns - Ensures individual actions support company mission; communicates effectively; understands urgency and plans accordingly
  • Teamwork & Communication - Honors diverse thoughts and opinions; leverages unique skills to maximize efficiency

As a Senior 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.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• 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.
• 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.
• 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. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

• 5+ years of customer service management experience, in an environment that has scaled quickly, strong preference for experience managing other managers
• Prior experience implementing, explaining, and integrating technical programs for non-technical users. This includes clearly explaining processes and concepts
• Prior experience collaborating with cross-functional teams on complex and impactful initiatives 
• Proven ability to utilize change management practices to get buy in amongst teams
• Strong interest in the customer onboarding process at Justworks
• Metrics-driven mentality
• Strong attention to detail and a willingness to get in the weeds of support to resolve issues
• Interest in entrepreneurial environments and a desire to help build something meaningful
• Passion for service excellence
• Fosters collaboration with other teams i.e. Engineering, Product, Sales, and Customer Success etc.

#LI-Hybrid #LI-KC2

The base wage range for this position based in our New York City Office is targeted at $155,500.00 to $171,050.00 per year.