This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior Manager, Onboarding Consultants, as part of our Global Payroll and HCM Services team.
In this position, successful candidates will be responsible for building and scaling the team, executing business strategy, and enabling key clients of Remote in implementing and using our high-value products to achieve their business goals. It is a great opportunity to be part of delivering our new and existing products and services within the Global Payroll and HCM Services team.
Key Responsibilities
- Lead, manage, and scale the global team of Onboarding Consultants to deliver exceptional client implementation outcomes.
- Provide strategic direction, mentorship, and career development to team members.
- Define, implement, and monitor operational KPIs, SLAs, and performance metrics to ensure world-class onboarding experiences.
- Partner with internal stakeholders (Sales, Product, Customer Success, Payroll, Legal) to ensure cross-functional alignment and smooth transitions through the customer journey.
- Champion process optimization, documentation, and automation to improve scalability and consistency.
- Develop and execute strategies for continuous improvement in client onboarding satisfaction, efficiency, and quality.
- Serve as the voice of the customer during onboarding and advocate for enhancements to Remote’s products and services.
- Collaborate with leadership to forecast resourcing needs and support hiring, training, and professional growth of the team.
- Drive change management and adoption of new tools, frameworks, and methodologies within the onboarding organization.
- Use data and insights to measure impact, identify trends, and inform decision-making.
- Act as a thought partner to senior leadership in shaping the onboarding strategy and roadmap.
Qualifications and Requirements
- Extensive experience hiring, leading and scaling teams in customer onboarding, implementation, or professional services within SaaS, HCM, or payroll environments.
- Demonstrated experience in managing global or regional implementation teams serving enterprise clients.
- Proven ability to drive operational excellence and scale delivery models across multiple geographies.
- You are passionate about people management, enablement, and coaching — you empower, not micromanage.
- Analytical and data-driven decision maker with a track record of improving key metrics (CSAT, time-to-live, adoption).
- Comfortable working cross-functionally with Product, Customer Success, Sales, and Payroll teams.
- Experience working and leading teams in a fast-paced, constantly evolving environment.
- Excellent communication, stakeholder management, and project governance skills.
- Ability to work asynchronously with a distributed global team.
- Writes and speaks fluent English.
- A BA/BSc/HND qualification.
- Experience working remotely is not required, but considered a plus.
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