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Director of Onboarding Quality – Readiness

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. Own Early-Life Quality Outcomes .

Posted 3/26/2026full-timeRemote • 🇺🇸 United StatesLead💰 $162,000 - $259,000 per yearWebsite

Tech Stack

Tools & technologies
Go

About the role

Key responsibilities & impact
  • Own Early-Life Quality Outcomes
  • Drive measurable reduction in preventable F7 and F30 ticket volume per live location
  • Quantify onboarding’s contribution to company support volume and customer experience
  • Define and Enforce Go-Live Readiness
  • Establish clear readiness standards across hardware, menu, payments, and integrations
  • Implement validation gates to prevent false-positive install completion
  • Partner with Product to embed system-based readiness checks into onboarding workflows
  • Identify top drivers of early-life failure and support contacts
  • Lead cross-functional initiatives to eliminate systemic defects
  • Own onboarding quality reporting and executive updates
  • Establish causal measurement linking onboarding improvements to FTR, early ticket reduction, and customer experience outcomes
  • Shift focus from reactive issue management to prevention at scale

Requirements

What you’ll need
  • 8+ years leading quality, operations, or product-readiness functions in SaaS or technology environments
  • Familiarity with stacking mechanisms (WBR, QBRs, etc) that define operational rhythms
  • Proven experience improving measurable customer outcome metrics (e.g., defect reduction, early ticket reduction, customer success KPIs)
  • Strong analytical capability; ability to link operational inputs to customer outcomes
  • Experience influencing product roadmap through quantified business impact
  • Demonstrated success leading cross-functional performance improvement initiatives

Benefits

Comp & perks
  • Health insurance
  • Retirement plans
  • Professional development
  • Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
quality managementoperations managementproduct readinesscustomer outcome metricsdefect reductionanalytical skillsperformance improvement
Soft Skills
leadershipinfluencingcross-functional collaborationcommunication