Onboarding Team Lead - Hybrid

Numeral•San Francisco, CA

8d•Hybrid

About The Position

Numeral is looking for an Onboarding Team Lead to manage and scale its implementation engine. The company has hit an inflection point with a surging customer base and needs a leader to transform onboarding from a high-touch manual process into a scalable, tech-enabled machine. The role involves overseeing a team of 10+ Implementation Managers, owning customer experience, driving metrics, refining playbooks, and ensuring the "white-glove" reputation is maintained during scaling. This is a high-impact leadership role for someone who thrives in ambiguity, builds structure from chaos, and knows how to scale both people and processes.

Requirements

5+ years of experience in implementation, onboarding, or operations, with at least 2+ years specifically managing or leading teams through high-growth phases.
Comfortable discussing APIs, data migrations, and complex logic.
Proven ability to design workflows from scratch and iterate on them as the product evolves.
A bias for action and the "figure-it-out" factor required in an early-stage startup.
Excellent communication skills across both technical and non-technical stakeholders.

Nice To Haves

Experience managing onboarding/implementation in a high-growth SaaS or Fintech environment.
Experience supporting mid-market or enterprise customers.
Comfort with data analysis (SQL, advanced spreadsheets) to drive operational improvements.
Experience leveraging AI tools to improve team efficiency or customer workflows.

Responsibilities

Manage & Coach: Oversee a high-performing team of 10+ Implementation Managers, providing the mentorship needed to navigate complex tax logic and customer hurdles.
Build the Bench: Own hiring, onboarding, and ongoing training as we continue to expand the team.
Culture of Craft: Foster an environment of extreme accountability, urgency, and customer obsession.
Own the Metrics: Drive team-level outcomes including Time-to-Value (TTV), onboarding completion rates, and CSAT.
Systematize Growth: Build and refine scalable playbooks and internal tooling that allow us to handle 5x the volume without sacrificing quality.
Data-Driven Decisions: Use data to identify bottlenecks, forecast capacity, and proactively address individual or process gaps.
Strategic Support: Act as the primary escalation point for complex implementations and step in to support our most high-value, strategic customers.
Product Feedback Loop: Partner closely with Product and Engineering to translate frontline insights into roadmap influence, identifying where the product can "self-serve" steps currently handled manually.
Define the Future: Help define how onboarding evolves as Numeral expands its product offering beyond initial compliance.