Onboarding Team Lead
About The Position
Numeral is seeking an Onboarding Team Lead to manage and scale its implementation engine as the customer base grows. The role will transform onboarding from a high-touch manual process into a scalable, technology-enabled operation while maintaining the company’s white-glove customer experience. The team lead will manage more than 10 Implementation Managers and also personally own approximately 10 customer implementations, serving as a player-coach who stays close to the work and coaches from firsthand experience. The role is responsible for team development, hiring and training, implementation performance metrics, scalable playbooks and internal tooling, and data-driven operational improvements. The lead will serve as an escalation point for complex implementations and strategic customers, and will work with Product and Engineering to translate customer and frontline insights into product improvements. The position will also help shape onboarding as Numeral expands its product offering beyond initial compliance. The role is hybrid, with three days per week in Numeral’s San Francisco or New York City office.
Requirements
- At least 5 years of experience in implementation, onboarding, or operations.
- At least 2 years of experience managing or leading teams through high-growth phases.
- Experience using AI to improve team efficiency or customer workflows.
- Comfort discussing APIs, data migrations, and complex logic.
- Proven ability to design workflows from scratch and iterate as a product evolves.
- Strong ownership, bias for action, and ability to figure things out in an early-stage startup.
- Excellent communication skills with technical and non-technical stakeholders.
- Willingness to manage a personal book of business while developing and leading others.
Nice To Haves
- Experience managing onboarding or implementation in a high-growth SaaS or Fintech environment.
- Experience supporting mid-market or enterprise customers.
- Comfort with data analysis, including SQL or advanced spreadsheets, to drive operational improvements.
Responsibilities
- Own approximately 10 customer implementations end-to-end.
- Manage and coach a team of more than 10 Implementation Managers, helping them navigate complex tax logic and customer hurdles.
- Lead hiring, onboarding, and ongoing training as the team expands.
- Foster a team environment centered on accountability, urgency, and customer focus.
- Drive team outcomes including Time-to-Value, onboarding completion rates, and CSAT.
- Build and refine scalable playbooks and internal tools, using AI to improve processes and support increased volume without sacrificing quality.
- Use data to identify bottlenecks, forecast capacity, and address individual or process gaps.
- Act as the primary escalation point for complex implementations and support high-value strategic customers.
- Partner with Product and Engineering to turn frontline insights into product and roadmap input, including opportunities to make manually handled steps self-serve.
- Help define how onboarding evolves as Numeral expands its product offering beyond initial compliance.
Benefits
- Competitive salary and equity.
- Full medical, dental, and vision coverage.
- Wellness perks, including Headspace and the Peloton One App.
- 401(k).
- Relocation assistance to New York City or San Francisco, if needed.
- Lunch and snacks when working in the office.
- Regular team offsites and company events.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
