Onboarding Manager

2 days ago

Richmond Hill, Canada WellnessLiving Full time

**Title**: Onboarding Manager

**Reports to**: Senior Onboarding Manager

**Salary**: Based on experience + vacation + benefits

**Location**: Toronto, Ontario, Canada

**Length**: Full-time, Permanent

**About Us**:
WellnessLiving is one of the fastest growing software companies in North America with over 10 million users worldwide Thousands of business owners in the fitness, wellness, yoga, music, dance, and martial arts industries love our platform as it helps grow their business through dynamic and innovative features. We are passionate about providing entrepreneurs with optimal solutions to help them run their business with ease.

Known as the software company with a heart, we are extremely customer focused. Our customers are our number one priority, and we do all we can to make sure their business needs are being fulfilled. With a growing community of customers and offices globally, our mission is to be the all-in-one software solution that propels businesses forward

**About You**:
**Responsibilities**:

- Oversee 4 to 5 team leads across multiple WellnessLiving branches
- Participate, develop, maintain, and continuously improve process/solution documentation, including workflows, guides, templates, explore new tools, and communication material
- Monitor team productivity and follow-up with team leads on any action required based on results
- Monitor individual team lead performance, assessing leadership skills, and ensuring responsibilities are being fulfilled constantly
- Conduct yearly (Team Leads) and/or quarterly performance evaluations and develop improvement plans for team members where corrective action is required
- Monitor specialist productivity/efficacy through Zoho reporting and convey weekly summaries/observations to the Senior Onboarding Manager
- Host weekly or bi-weekly meetings with all Onboarding team leads supervisor and Onboarding specialists to communicate department goals/objectives/improvement measures. Examples include but may not be limited to team stats, top performers, business process updates, team building exercises, account patterns/trends/areas of concern
- Host weekly checkpoints with onboarding supervisor and team leads to discuss individual agent productivity, training progress, onboarding specialist progression plans, and follow-up consistently on previous weeks’ action items to completion
- Act as a lead resource on initiatives responsible for overseeing and planning deliverables, coordinating with cross-departmental teams, obtaining senior management approvals
- Identify, manage, and resolve issues that impede business workflows
- Participate in cross-departmental meetings (Support, Sales, Merchant, Product, Data Specialist, CRM System Admin, Technical Communications)
- At times, assume operational leadership of team activities as an additional support to Onboarding Supervisor, team leads and triage escalations where applicable
- Work with Senior Onboarding Manager and cross departmental teams to identify areas of opportunity with objectives and goals to deliver an exemplary customer Onboarding experience
- Work closely with Senior Onboarding Manager and equivalent leadership teams across the organization to promote a harmonized approach to the Onboarding of customers and respective products and services
- Contribute to and align with the WellnessLiving Onboarding experience framework, supporting departmental goals and objectives

**Skills & Qualifications**:

- Minimum 5 years of experience working in an external customer support role, involving direct communication with customers and cross departmental teams
- 2 or more years in a management/leadership role with 3+ direct reports
- Strong comprehension of customer satisfaction, incident management, KPIs and how they may be leveraged to assess areas for opportunity within onboarding and/or interdepartmental teams (sales, merchant, support)
- Demonstrated ability to create and maintain a positive and professional work environment
- Very strong verbal and written communication skills in English
- Customer oriented, personable, and able to adapt to different types of customer needs
- Very strong attention to detail
- Self-driven, results oriented and team player
- Strong critical thinking skills with sound problem solving analytics abilities
- Excellent organizational and time management skills
- Advance knowledge of internal technologies and processes troubleshoot, resolve, and determine root cause of account, product, or tool related issues
- Proven ability to design and create plans with concrete milestones/deadlines and thrive in a fast-paced, dynamic, growing environment
- Tech savvy, proficient with Microsoft Office suite, including Microsoft Word, Microsoft Excel, and SharePoint
- Experience working with CRM & service ticketing and/or reporting software (JIRA, Zoho Desk, Analytics) is a plus
- Strong technical aptitude and experience with B2B support
- Stay up to date with industry updates, training stan

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