Manager, Client Onboarding

Rentvine•Estero, FL

15h

About The Position

The Onboarding Manager oversees the Rentvine Onboarding function within Software Implementation, driving operational efficiency, scalable processes, and strong cross-functional collaboration. This role owns departmental performance, talent development, process standardization, and continuous improvement across onboarding operations. The Onboarding Manager ensures scalable systems, strong cross-functional collaboration, and measurable business impact tied to customer readiness, financial accuracy, portfolio growth, and organizational scalability.

Requirements

Proven success managing high-volume, fast-paced teams within implementation or operational environments.
Experience managing multiple workflow channels and leading cross-functional initiatives.
Track record of building and optimizing scalable operational processes, including designing standardized workflows, improving efficiency, and implementing systems that support growth and forecasting.
Proven ability to elevate team performance through structured coaching, clear accountability standards, and KPI-driven performance management.
Experience representing a department in cross-functional leadership discussions.
Exceptional organizational capability, with the ability to structure systems, prioritize effectively in high-volume environments, and apply analytical insight to support scalable, strategic decision-making.

Responsibilities

Lead the Onboarding department, ensuring strong KPI performance, accountability, and long-term scalability.
Provide consistent coaching and feedback across the department; actively develop team members by strengthening competencies, supporting career growth, and guiding performance conversations.
Responsible for making compensation decisions and conducting performance reviews for team members.
Establish and maintain onboarding and cross-training standards in collaboration with key stakeholders.
Build and sustain a high-performing culture focused on ownership, accountability, accuracy, and continuous improvement.
Proactively solicit team feedback and leverage insights to inform process development while maintaining a strong pulse on department engagement and performance.
Own departmental onboarding KPIs, including days to onboard, throughput per specialist, deferred customer rate, data accuracy, and additional quality metrics.
Evaluate operational trends to identify improvement opportunities and scalable successes; recommend and implement process or structural enhancements as needed.
Execute department initiatives with minimal guidance while proactively identifying enhancements that improve efficiency, accuracy, and scalability.
Represent the Onboarding department in cross-functional meetings and planning discussions.
Lead the development and expansion of onboarding processes supporting existing customer acquisitions, strengthening portfolio growth and revenue expansion efforts.
Manage multiple work streams and lead cross-functional initiatives that impact onboarding performance and customer outcomes.
Establish and maintain strong working partnerships with Financial Onboarding, Screening, Account Success, and the Software Data Team to ensure aligned execution and successful transitions.
Ensure standardized, accurate onboarding processes, global configurations, customer readiness, and accurate billing alignment.
Oversee escalations and complex onboarding scenarios while coaching the team toward independent problem-solving and resolution.
Leverage insights from exit interviews, surveys, reporting, and cross-functional feedback to identify systemic issues and drive continuous, sustainable improvements that enhance the overall customer experience.
Provide leadership with KPI reporting and performance insights, using data to inform and contribute to strategic planning discussions.
Maintain forward-looking visibility into onboarding capacity, forecasting, efficiency, and financial impact, recommending operational investments or structural adjustments aligned with growth projections.