Onboarding Program Manager

Museum of Ice Cream•Los Angeles, CA

6d•$95,000 - $110,000

About The Position

Figure8 is an experience first company. We create experiums. Places outside of distraction, away from expectation, and beyond inhibition. Spaces to get lost and found. We invite guests to take a moment. To recognize, realize, and reignite relationships with the people and places around them. Who We Are: As a member of the Support (corporate) Team, you are a builder, connector, and champion of exceptional experiences. You design work that enables our Site Operators and their teams to do their best work, and you believe every new team member—whether corporate or guest-facing—deserves a joyful, structured, and empowering start to their employment journey. You thrive in a resourceful, high-volume environment and bring clarity to complexity through strong process, execution and consistent follow-through. This role owns the Museum of Ice Cream onboarding program as a system—spanning experience design, learning infrastructure, cross-functional delivery, and continuous improvement—ensuring our brand and company goals translate into real, on-the-ground readiness. You approach onboarding as an operational program, not a checklist—owning the work required to prepare new team members for success. You design and run onboarding journeys that are practical, scalable, and consistently executed, ensuring processes function smoothly and deliver measurable outcomes. You work closely with partners to turn requirements and ideas into action, anticipate and resolve issues, and ensure onboarding execution reflects our standards, values, and guest-first culture.

Requirements

5+ years of experience owning onboarding, enablement, training, or operational learning programs in complex or multi-site environments.
Demonstrated ability to own and operate an end-to-end onboarding program, from design through execution and continuous improvement.
Strong proficiency in LMS administration, including course creation, assignments, user management, tracking, and reporting.
Proven experience building and maintaining eLearning content, such as micro-trainings, role-based learning paths, or digital onboarding materials.
High degree of program ownership and operational rigor, with the ability to manage details, timelines, stakeholders, and data to drive outcomes.

Nice To Haves

Experience supporting hourly, guest-facing, or frontline teams in environments such as retail, hospitality, entertainment, or experiential brands.
Background in instructional design, adult learning, or enablement, whether formally trained or learned through practice.
Familiarity with change management or scaling programs, particularly in growing or evolving organizations.
Professional certification in HR, coaching, learning, or change management (e.g., SHRM, ATD, Prosci, ICF, or similar).

Responsibilities

Own the end-to-end onboarding program and process management for hourly, seasonal, and corporate team members across all business functions with a deep focus on Site Operations.
Ensure new hires are operationally prepared for day one through coordinated system access, equipment readiness, training assignments, and orientation delivery.
Lead or coordinate orientation experiences that communicate culture, values, brand story, and role expectations.
Serve as the primary point of accountability for the onboarding journey, proactively resolving issues and reducing onboarding friction.
Gather and act on new hire feedback to improve engagement, retention, and readiness while maintaining a welcoming, brand-aligned experience.
Serve as the onboarding Learning Management System (LMS) lead administrator, including provisioning, course setup, assignments, user management, tracking, and reporting.
Create, edit, and maintain eLearning modules, micro-trainings, assessments, and interactive learning experiences.
Partner with the L&D Manager to ensure learning content reflects current SOPs, safety standards, brand guidelines, and operational requirements.
Monitor learning completion and performance data, identify blockers, and adjust assignments to support timely readiness.
Own the design, execution, and continuous evolution of onboarding programs to support scale, consistency, and operational readiness across the organization.
Ensure role-based onboarding journeys are reinforced through manager enablement, clear learning pathways, and strong local execution partnerships.
Collaborate with internal stakeholders across teams including (but not limited to) People, Operations, and Marketing., and the Change & Learning Manager to deliver integrated onboarding experiences aligned to systems access, compliance, safety, culture, and brand.
Maintain onboarding SOPs, templates, and communications to ensure accuracy, consistency, and scalability.
Track onboarding metrics and outcomes, analyze trends, and provide leadership with actionable insights and recommendations to improve program effectiveness.