Manager of Implementation & Onboarding

Tilt

9d • $95,000 - $125,000 • Remote

About The Position

Tilt is seeking a Manager of Implementation & Onboarding to oversee the day-to-day execution of customer implementation and onboarding, ensuring customers launch successfully and understand how Tilt supports their leave management workflows. Reporting to the Director of Customer Experience, this role manages and develops the Implementation team, coordinates implementations, identifies training gaps, and holds the team accountable for quality, timeliness, and clear communication.

The Manager works closely with Sales, Product, Leave Support, Customer Success, Operations, and other partners to translate department priorities into consistent execution, resolve implementation barriers, and improve processes. The role ensures customer policies and workflows are understood, the platform is configured accurately, and customers and internal teams are prepared for the transition to ongoing support.

The position is fully remote. Tilt describes its culture as flexible and focused on outcomes, customer empathy, accountability, curiosity, professional growth, and adapting to change. Candidates must be authorized to work in the United States.

Requirements

• Ability to manage multiple priorities and deadlines while remaining organized.
• Ability to deliver work at a pace consistent with business needs while balancing pace and quality.
• Dependability, preparation, and follow-through on commitments.
• Ability to ask questions and investigate when answers are not immediately available.
• Ability to adapt to change and ambiguity, take initiative, and make progress without fully defined direction.
• Empathy, compassion, and a commitment to understanding customers’ needs, goals, and challenges.
• Open and honest communication, including during difficult conversations.
• Authorization to work in the United States.

Responsibilities

• Manage, coach, and develop team members through one-on-ones, feedback, performance evaluations, and development conversations.
• Set expectations for implementation quality, customer communication, responsiveness, and follow-through.
• Assign implementations and balance workloads according to customer complexity, team expertise, and capacity.
• Build team product knowledge and ability to translate customer policies and workflows into implementation requirements.
• Address performance gaps and ensure team coverage during absences.
• Oversee implementations from Sales handoff through go-live and transition to ongoing support.
• Ensure each implementation has documented scope, timeline, milestones, owners, and customer responsibilities.
• Confirm customer requirements, policies, and workflows are understood and documented before configuration.
• Ensure configuration reviews, testing, customer training, and required approvals are completed before launch.
• Monitor progress, address delays, and communicate changes to customers and internal stakeholders.
• Join complex customer calls and own implementation escalations through resolution, involving leadership when additional support or decisions are needed.
• Partner with Sales on complete and accurate handoffs, realistic timelines, prospect conversations, and resolving gaps between sales commitments and implementation capabilities.
• Maintain and reinforce implementation processes, documentation, templates, and quality checkpoints.
• Identify bottlenecks and implement improvements to reduce delays, manual effort, and rework.
• Partner with Operations to adopt automation and AI tools that improve team capacity and consistency.
• Ensure the team follows service standards and keeps project records current.
• Use customer feedback and implementation data to assess process changes and outcomes.
• Coordinate with Product, Engineering, Leave Support, Customer Success, and other partners to resolve implementation dependencies.
• Escalate product gaps and technical barriers with clear descriptions of customer impact, urgency, and required decisions.
• Ensure receiving teams have the documentation, context, and training needed to support customers after launch.
• Confirm ownership and next steps for approved outstanding items at handoff.
• Maintain internal and customer-facing training resources as products and processes evolve.
• Track team performance against implementation goals and service standards, and maintain visibility into status, capacity, delays, risks, and escalations.
• Provide leadership with clear updates, corrective actions, and decisions needed.
• Use performance trends to guide coaching, workload allocation, and process improvements.
• Own team execution and implementation outcomes, identify missed commitments early, and follow through on corrective actions.
• Provide customers with proactive updates, clear expectations, and timely answers; lead productive meetings with documented decisions and next steps.
• Maintain dependable availability, facilitate scheduled meetings, arrange coverage, and communicate changes promptly.
• Anticipate risks and bring recommendations when leadership input is needed.
• Use metrics, quality reviews, and feedback to improve delivery while maintaining implementation quality.

Benefits

• Comprehensive medical, dental, and vision benefits paid at 100% for employees and 50% for dependents.
• 401(k) with a company match: 100% match on the first 3% and 50% match on the next 2%.
• $50 monthly to spend on “What Matters Most.”
• Responsible Time Off, described as taking what you need when you need it.
• Stock options (ISOs).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed