Senior Manager, Onboarding

Leap

Senior Manager leading onboarding and service delivery projects to enhance customer satisfaction. Leveraging expertise in project management to ensure effective implementation in a fast-growing tech environment.

Posted 4/24/2026full-timeRemote • California, New York • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Develop and own the end-to-end delivery of complex service engagements across multiple customers and verticals.
Manage a framework for scoping and tracking concurrent projects across multiple customers and specialists.
Ensure projects are delivered on time, within scope, and aligned with customer expectations and business goals.
Collaborate with cross-functional leaders to ensure there is clarity and inclusion around the organization of our service delivery work.
Engage with enterprise level customers for strategic alignment as needed.
Manage a team of implementation and product specialists focused on customer implementations and service delivery.
Hold regular team meetings focusing on performance and training.
Foster a culture of accountability, collaboration, and continuous improvement.
Develop new and refine existing delivery methodologies, tools, and best practices to drive efficiency and scalability within service delivery.
Monitor KPIs and delivery metrics to assess performance and identify areas for improvement.
Act as a strategic partner to internal teams (Sales, Customer Success, Onboarding, Product, Support) and external stakeholders.
Engage with customers as needed to ensure a positive experience and outcome during the service delivery.
Provide senior-level reporting and insights on overall program health, specific project risks, and service delivery performance.
Proactively identify delivery risks and implement mitigation strategies.
Serve as an escalation point for critical project issues.

Requirements

What you’ll need

5+ years of experience in program or project management within a SaaS or technology services company.
Proven track record of leading service delivery teams and managing multiple concurrent customer-facing projects.
Strong understanding of SaaS delivery models, customer onboarding, and implementation lifecycle.
Experience with project management tools (e.g., Smartsheet, Asana, Jira, Monday.com).
Excellent communication, leadership, and stakeholder management skills.
PMP, PMI-ACP, or similar certification preferred.
Bachelor's degree in Business, Technology, or related field (Master’s preferred).

Benefits

Comp & perks

Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date.
Invest in Your Future – 401(k) company match to help you build financial security.
Time to Recharge – We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays.
Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges.
Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!
MoveSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!
Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

program managementproject managementservice deliverycustomer onboardingimplementation lifecycledelivery methodologiesKPI monitoringrisk managementperformance assessmentcontinuous improvement

Soft Skills

leadershipcommunicationstakeholder managementcollaborationaccountabilitystrategic alignmentteam managementtrainingproblem-solvingcustomer engagement

Certifications

PMPPMI-ACPBachelor's degreeMaster's degree