Onboarding Specialist
CarepathRx
Client Onboarding Operations Manager
Athena
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
Requirements
- 5+ years of experience in operations, customer onboarding, customer success, or program management roles
- 3+ years of experience directly managing people managers or multi-level teams
- Demonstrated experience owning or heavily contributing to tech automation discovery and implementation, preferably in collaboration with product/engineering
- Proven track record developing process playbooks, change management strategies, or organizational scaling frameworks
- Strong proficiency with forecasting, capacity planning, and workforce modeling using tools like Google Sheets, Airtable, or BI dashboards
- Experience working in or with startups, B2B SaaS, service marketplaces, or tech-enabled services is a strong plus
- Familiarity with CRM systems (e.g. Salesforce, HubSpot), support tooling (e.g. Zendesk), and collaboration platforms (e.g. Glue, Slack, Notion, Asana)
Benefits
- Competitive benefits
- Extensive professional development
- Culture built on high performance, authenticity, and recognition.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operations managementcustomer onboardingcustomer successprogram managementtech automationprocess playbookschange managementcapacity planningworkforce modelingforecasting
Soft skills
coachingcontinuous improvementmentoringperformance reviewsteam leadershipcommunicationcollaborationorganizational scalingstakeholder managementfrontline ownership
