Athena

Onboarding Specialist

• Manage and develop a team of Onboarding Operations Team Leads
• Foster a strong culture of coaching, continuous improvement, and frontline ownership through regular performance reviews, mentoring, and career development
• Lead structured routines to track team KPIs, pipeline health, and identify training or capacity needs
• Own the identification and development of automation opportunities across the onboarding journey in partnership with product and tech teams
• Build and maintain forecasting models for team capacity, work volume, and resource planning across all onboarding teams
• Drive continuous improvement in onboarding SOPs, playbooks, and quality assurance frameworks
• Act as the primary liaison between Delegation Experience, Product/Tech, Sales, Billings, and other stakeholders

Client Onboarding Operations Manager