Mgr, Onboarding
About The Position
The Onboarding Manager role is responsible for leading a high-performing team of Voice Onboarding Specialists. This role oversees the end-to-end onboarding and implementation of customer orders, trunking setups, network grooms, and specialized voice migrations, ensuring seamless delivery against strict revenue timelines. The ideal candidate will combine strong people-leadership skills with deep technical expertise in telecommunications (including VOIP, SIP trunk groups, TDM/IP routing, API Voice, and carrier interconnections). In addition to managing daily team workflows, coaching staff, and tracking performance metrics, the Manager will actively engage with customer counterparts to foster strong relationships, manage expectations, and elevate the overall onboarding experience.
Requirements
- Bachelor’s degree in Business, Telecommunications, Engineering, or a related field (or equivalent practical experience).
- 3+ years of formal supervisory, team-lead, or management experience.
- Minimum 5+ years of project or customer management experience specifically within the telecommunications/VoIP industry.
- Demonstrated success leading complex, multi-stakeholder technical projects and migrations to timely completion.
- High proficiency in Salesforce (strongly preferred) and Microsoft Office Suite (Excel, PowerPoint, Project, Word).
- Deep understanding of central office infrastructure, colocation, carrier hotels, network architecture, and transport interconnection.
- Strong working knowledge of VOIP, TDM & IP networks, switching technologies, SIP protocol, and traffic routing.
- Practical experience in capacity planning and traffic analysis.
- Operate with high integrity and build immediate trust with customers and cross-functional teams.
- Proven ability to build an independent, self-motivated team and make sound decisions under pressure.
- Highly proficient in delivering polished technical and operational presentations to both enterprise clients and internal executive stakeholders.
- Strong analytical mindset with the ability to digest complex technical details and quickly troubleshoot network implementation issues.
- Take absolute ownership of team deliverables, prioritizing work effectively in fast-paced, high-pressure environments.
Responsibilities
- Lead, mentor, and support the onboarding team to achieve operational excellence and meet both company and customer milestones.
- Manage team assignments, balance workloads, conduct quality reviews, and serve as the first point of escalation for team-impacting issues.
- Drive team results through active coaching, professional development, and regular performance evaluations against KPIs and SLA objectives.
- Proactively identify and eliminate systemic, cross-functional roadblocks inhibiting team efficiency.
- Identify procedural gaps and champion process improvement initiatives to streamline workflows and improve delivery speed.
- Ensure team execution aligns with monthly and quarterly revenue realization goals.
- Oversee the collection of customer requirements, solution design validation (in partnership with Solutions Engineering), and project management of onboarding and billing workflows.
- Submit and track service orders for new trunk groups, capacity upgrades, and routing changes.
- Perform traffic analysis, capacity management augments, code management, and monthly LERG reconciliation.
- Oversee access homing tandem/host switch routing setups and project-manage both internal and customer network grooms.
- Handle complex provisioning issues, circuit testing, and escalation management.
- Maintain rigorous data accuracy across Salesforce and internal databases (including CMD).
- Provide and present structured program status reports, KPIs, and operational health updates to executive leadership.
Benefits
- Comprehensive market competitive medical, dental, and vision plans.
- Variety of supplemental plans.
- Access to telehealth for all participants.
- Free virtual counseling resources through our global Employee Assistance Program.
- Roth and Pre-tax 401(k) options including an employer match for all participants.
- Generous paid time off program.
- Paid parental leave and family planning support.
- Flexible remote work offerings.
- Paid time off to support a volunteer program of your choice.
- Discounts on retail, entertainment and more through our Reward+ program.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
