Manager, Onboarding

Justworks • New York, NY

8h • $122,000 - $134,200 • Hybrid

About The Position

As the Manager, Onboarding, you will lead and mentor a team who serve as the crucial initial point of contact for post-sales customers transitioning onto a new Justworks product. You will leverage your expertise to oversee the entire onboarding lifecycle, ensuring a standardized, seamless, and service-first experience for customers that sets the foundation for long-term success.
You think strategically but operate hands-on. You use data to guide decisions, proactively remove obstacles, and continuously improve how work gets done. You are energized by change and skilled at leading teams through it. You care deeply about developing people, building scalable systems, and shaping the future of onboarding.
You will be responsible for the overall effectiveness and efficiency of the onboarding function, focusing on optimizing processes, and maintaining high customer satisfaction during the pivotal implementation phase. This is a highly visible leadership role, requiring strong relationship management skills not just with customers, but also as the primary bridge between Sales, Operations, and Customer Success to ensure smooth handoffs and alignment on the customer journey. You will guide your team to become trusted partners and product experts, directly contributing to Justworks' mission of enabling entrepreneurs to focus on building their businesses.

Requirements

• 5 or more years of experience in customer onboarding, customer success, or service operations
• 3 or more years of people and team management experience
• Proven track record of coaching and developing high-performing teams
• Demonstrated success achieving team KPIs and operational targets
• Experience building or improving processes in a scaling environment
• Strong cross-functional collaboration skills
• Impeccable organizational, written, and verbal communication skills

Nice To Haves

• Experience in HR Tech or SaaS preferred

Responsibilities

• Work closely with Sales and Customer Success teams to ensure seamless new customer onboarding
• Obsess over key metrics such as onboarding success and customer satisfaction
• Coach your team members in reinforcing Onboarding best practices, our CSO identity, and the Justworks brand
• Work closely with team members and internal teams to advocate for customer needs and that the voice of the customer is heard, understood, and prioritized
• Handle general management responsibilities, such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviews
• Support hiring and expansion of our Onboarding Team
• Focus on continuous process and quality improvement in partnership with cross-functional teams
• Other duties as needed based on department and/or organizational needs

What This Job Offers

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