Team Lead, Onboarding Operations

Mindbody

9d•$86,475 - $115,300

About The Position

The Team Lead, Onboarding Operations runs the customer onboarding program end to end, from contract handoff through go-live, ensuring customers launch on time and are set up correctly. The role leads, coaches, and develops direct reports; manages the outsourced onboarding team and its service levels; and owns operational performance metrics. It also manages Salesforce queues and work allocation, identifies process bottlenecks and root causes, coordinates improvements with Sales, Support, Product, and other partners, and reports performance to leadership. The role is based in the United States. Working hours aligned to Mountain Time are preferred, though this is not a hard requirement; Pacific overlap is preferred over Eastern. The U.S. base salary range is $86,475 to $115,300. Total compensation may also include a performance bonus, benefits, and/or other applicable incentive compensation plans.

Requirements

Experience running a launch or onboarding program end to end, from contract to go-live.
People management experience.
Experience working with an outsourced or vendor team, including managing SLAs and performance.
A track record of owning and improving operational metrics such as SLAs, cycle time, backlog, and quality.
Hands-on experience with Salesforce CRM and queue management.
Based in the United States.

Nice To Haves

Onboarding experience across more than one vertical, such as fitness, food and beverage, wellness, or experiences.
Exposure to workforce or capacity planning.
Familiarity with Tableau, SQL, or similar reporting and analysis tools.
Working hours aligned to Mountain Time; Pacific overlap is preferred over Eastern.

Responsibilities

Run the onboarding program end to end, from contract handoff through go-live, ensuring customers launch on time and are set up correctly.
Lead, coach, and develop direct reports by setting expectations, providing regular feedback, and supporting their growth.
Manage the outsourced onboarding team relationship, including setting and enforcing SLAs, conducting performance reviews, and driving corrective action when needed.
Own and improve operational metrics, including SLA attainment, cycle time, backlog, and quality.
Manage queues and work allocation in Salesforce to ensure work is routed, prioritized, and completed.
Identify process bottlenecks and root causes, then design and implement fixes with Sales, Support, Product, and other partners.
Report performance to leadership.