Onboarding Supervisor

RedSail Technologies•Grapevine, TX

7d•$90,000 - $93,000•Hybrid

About The Position

The Onboarding Supervisor’s primary duty is the management of the onboarding team and related operational functions. This role customarily and regularly directs the work of 15–22 full-time travel employees and is accountable for staffing, scheduling, performance management, employee development, customer outcomes, and operational execution. This position requires strong autonomy, discretion, and independent judgment in matters of significance, including prioritizing work, allocating resources, resolving escalated issues, approving schedules and travel needs, and making operational decisions that affect onboarding timelines, customer satisfaction, team productivity, and resource utilization. The Supervisor leads onboarding across complex projects, training, customer engagement, and team operations. The role exercises authority to guide day-to-day work, interpret and implement operating practices, recommend process improvements, and determine appropriate support resources to meet business needs. Success is measured by team performance, customer satisfaction, survey participation, achievement of project go-live goals, and employee development. The Supervisor upholds standards, drives continuous improvement, and collaborates across teams to deliver consistent and effective onboarding results.

Requirements

Willing and able to travel independently or with colleagues throughout the U.S.
Valid Real ID: Compliant state driver’s license and clean driving record required.
Proficient in Windows operating systems.
Demonstrated ability to exercise discretion and independent judgment in making high-impact business decisions involving staffing, project execution, customer outcomes, and operational priorities
Capable of working independently, evaluating competing priorities, and determining appropriate actions without immediate direction
Excellent communication skills and ability to collaborate effectively with cross-functional teams.
Professional customer interaction skills serve as a role model, with the ability to accurately communicate customer needs to headquarters.
Must possess moderate to advanced proficiency in Microsoft products, including Excel, Word, and AI tools.
Passionate about technology, with a strong interest in working directly with people and leading as a supervisor.

Nice To Haves

Top-level status is preferred, with an expectation of continued development toward maintaining advanced onboarding knowledge and performance standards.
Strong operational, onboarding, or supervisory leadership experience highly desired
Previous IT and networking experience preferred.

Responsibilities

Directly supervises onboarding direct reports and customarily and regularly directs their work, ensuring quality standards, best practices, productivity expectations, and team development goals are met
Oversees team schedules, staffing, employee activities, priorities, and communication
Has authority to make or provide recommendations that are given significant weight regarding hiring, promotion, performance management, coaching, recognition, corrective action, discipline, and termination decisions
Reviews and approves timecards, assignments, schedules, and reported hours for accuracy, compliance, and effective workforce planning
Reviews and approves expenses, monitors travel-related costs, and ensures compliance with company policies and operational requirements
Establish training strategy and development initiatives to improve performance while tracking outcomes
Keep the team updated on product changes and company initiatives
Evaluate performance through 1:1s, track progress, and share updates with leadership
Conduct performance reviews and set clear goals
Maintains clear communication, sets team direction, resolves employee concerns, and independently determines appropriate actions to support performance and operational goals
Collaborate with cross-functional teams (Sales, Product, Service, Operations) to execute onboarding scope, timelines, and deliverables.
Oversee project plans, timelines, staffing assignments, and resource allocation using established onboarding processes and independent assessment of business priorities.
Independently tracks progress, identifies risks, evaluates possible solutions, and leads resolution efforts for project, staffing, and customer-related issues.
Provide regular status updates, ensuring accurate reporting of progress, risks, and key metrics to upper management.
Maintains, interprets, and updates onboarding documentation, SOPs, and processes to ensure consistency, accuracy, and alignment with operational standards and business objectives.
Engages with customers to clarify requirements, resolve escalations, and direct successful pre-, post-, and go-live onboarding activities.
Independently determines travel, staffing, and resource allocation based on operational priorities, customer needs, project risk, and business impact to ensure successful project execution
Drives the customer experience throughout onboarding by directing team activity, setting service expectations, and ensuring a smooth transition to ongoing support.
Independently evaluates and resolves escalated customer, staffing, and operational issues, determining the appropriate course of action to ensure timely resolution.
Ensure consistent, high-quality customer engagement throughout all onboarding phases, including pre-, post-, and go-live events.
Directs remediation efforts, determines appropriate additional support, and ensures customer concerns are resolved in alignment with operational standards and business priorities.