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We’re seeking a hands-on, process-driven Onboarding & Operations Manager to lead our team of six and drive our onboarding operations to the next level. Your team is responsible for onboarding new customers, working with vendors to establish data connections, and overseeing installations across our client networks. You'll lead operational improvements, tech-driven automation, performance culture development, and capacity planning. This is a client-facing leadership role that blends project management, people leadership, and process innovation to help us scale efficiently and effectively.
Key Responsibilities
Team Leadership & People Management
- Lead and coach a high-performing team
- Foster a culture of accountability, innovation, and continuous improvement
- Define clear goals and KPIs; implement performance metrics and feedback loops
- Hire and onboard 2 mid-level managers as the team grows
- Support future planning for a senior Ops executive hire and broader organisational structure
Onboarding & Installation Operations
- Oversee all aspects of new customer onboarding
- Coordinate closely with our vendors to establish and maintain reliable data connections
- Manage installations as project requests with clear timelines and communication
- Ensure successful delivery and integration through effective project oversight
Process Improvement & Automation
- Evaluate and streamline onboarding workflows, identifying opportunities for automation
- Collaborate cross-functionally with Product, Engineering, and Sales to drive improvements
- Drive adoption of new tech tools and operational efficiencies in data onboarding
Data Integrity & Technical Oversight
- Oversee data quality checks and investigations, ensuring completeness and integrity
- Leverage SQL and database management knowledge to support issue resolution and QA
- Provide escalation support and problem-solving for complex onboarding cases
Strategic Planning & Reporting
- Build capacity planning tools to ensure scalability and workload visibility
- Own executive-level reporting on onboarding performance, trends, and risks
- Proactively identify resourcing gaps and make recommendations for future scale
What You Bring
- Strong operational and project management background in a client-facing environment
- Experience managing technical or data-focused teams in a fast-paced setting
- Comfort with technical tools – familiarity with SQL, databases, and Excel is essential
- Process-oriented with a knack for streamlining workflows and managing change
- Excellent communicator and people manager with strong stakeholder management skills
- Organised, innovative, and always thinking two steps ahead
If you are interested in the role, APPLY NOW and we'll be in touch once we've reviewed your application.
