Manager, International Onboarding (EOR)

Justworks•New York, NY

2d•$109,000 - $136,000•Hybrid

About The Position

The Manager, International Onboarding leads and develops a team of International Onboarding Specialists and oversees Justworks’ end-to-end global onboarding strategy. The role ensures employment agreements, statutory compliance, and benefits are delivered accurately across jurisdictions, while maintaining a high-touch customer experience and supporting international revenue and EOR ARR goals. The manager sets and monitors KPIs and SLAs, improves processes and automation, manages team capacity, resolves complex customer and regulatory issues, and develops operational playbooks for new market entries. The role works closely with Sales, Legal, Product, Operations, and Go-To-Market teams to close customer experience gaps, influence the product roadmap, support customer retention, and position Justworks’ services to win and expand business. Success calls for strong people leadership, global compliance judgment, customer advocacy, and the ability to guide a team through growth and change.

Requirements

At least 8 years of experience in onboarding, implementation, or global operations, including at least 2–3 years specifically in the EOR industry.
At least 2 years of direct people-management experience and a track record leading remote, hybrid, or distributed teams.
Deep understanding of international labor laws, global payroll nuances, and statutory benefit requirements.
Proficiency in using data and metrics to track team health, customer satisfaction, and operational throughput.
Proven ability to lead teams through ambiguity, organizational change, or rapid product evolution and growth.
Exceptional ability to guide customers through the complexities of global scaling.
Ability to travel to international hubs in Mexico City, New York City, and London as needed.

Nice To Haves

Advanced proficiency in JIRA, Zendesk, Salesforce, and Notion.
Experience in a high-growth SaaS environment.
Multilingual fluency.

Responsibilities

Direct, mentor, coach, and provide technical escalation support to a team of International Onboarding Specialists.
Oversee end-to-end global onboarding, including employment agreements, statutory compliance, and benefits across jurisdictions.
Define and monitor KPIs and SLAs; identify bottlenecks and implement process improvements or automation.
Act as the primary liaison between Onboarding and Sales, Legal, Product, and Operations leadership.
Develop operational playbooks for new market entries and equip the team to support customers in emerging regions.
Resolve complex, high-value customer accounts and navigate regulatory roadblocks with compliant solutions.
Partner with Go-To-Market teams to position customer service and expertise as differentiators and help win new business.
Lead customer retention efforts to prevent onboarding cancellations and support customer value realization and revenue recognition.
Manage team capacity and resource allocation to sustain high-touch service during rapid growth.
Translate company goals into team objectives and foster a shared vision of excellence.
Mitigate global compliance risks and make high-stakes decisions that protect customers and the organization.
Develop team members, identify individual strengths, and build a talent pipeline.
Advocate for departmental needs and customer perspectives with executive stakeholders and cross-functional partners.
Coach and empower the team to identify customer needs during implementation and drive supplemental-service sales, including IT provisioning, background checks, and supplemental benefits, to grow international revenue and support EOR ARR goals.
Perform other duties as needed based on departmental or organizational needs.