What are the responsibilities and job description for the Onboarding Process Manager - North America position at Phorest?
Hiring Location
This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:
- USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
- Canada: Ontario, Quebec
About Phorest
Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.
We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.
The Opportunity
We are seeking a strategic Onboarding Process Manager to drive operational excellence across our customer onboarding journey in the North American region. This key role will lead the development and execution of our onboarding process strategy, ensuring seamless customer transitions and exceptional experience. You will manage a specialized team of two Data Migration Analysts and one Feature Activation Specialist, optimizing processes and driving continuous improvement. The successful candidate will focus on achieving key metrics while enhancing process efficiency and customer satisfaction for our North American clients.
You will be responsible for developing and monitoring process controls while conveying a sense of ownership of the team's operational processes. You will drive increases of productivity and cost efficiency across the onboarding process, identify opportunities for eliminating non-value activities, and effectively manage relationships with senior stakeholders to resolve operational challenges. This role reports to the Head of Customer Success North America and works closely with the Onboarding Manager to ensure alignment and seamless execution.
What You'll Do
Own and develop the onboarding process strategy, driving productivity improvements and cost efficiency while managing medium complexity projects focused on eliminating non-value add activities.
Design and implement high-level operational process improvements, effectively analyzing data to test hypotheses and provide insights that influence decisions.
Lead and develop your team of Data Migration Analysts and Feature Activation Specialist, fostering a culture of excellence and continuous improvement.
Manage key operational metrics including migration success rates, feature activation timelines, and process efficiency, using data-driven insights to drive performance enhancements.
Collaborate with global counterparts to understand the operational environment and to improve operational performance and quality.
Effectively identify and automate or transition rule-based work to data entry teams when appropriate, driving performance optimization and resolving operational and process issues of medium complexity.
Who You Are
Education: Bachelor's degree in Operations Management, Business, Data Analytics, or related field. Equivalent combination of education and extensive operational leadership experience may be considered.
Experienced Leader: 6 years of work experience with at least 3 years of process management experience, including a proven track record of designing and implementing operational processes. At least 2 years of management experience, including proven success managing small teams of 3-5 people.
Process Expert: You demonstrate high-level operational process design capabilities with a track record of driving productivity improvements and eliminating non-value-add activities.
Data Analyst: You can effectively analyze data to test hypotheses and provide insights that influence strategic decisions, with deep understanding of operational scope and challenges.
Innovative Problem-Solver: Solutions-oriented leader who applies non-traditional, innovative approaches to operational challenges and assesses impacts of changes across team boundaries.
Strategic Influencer: You excel at managing resolution of medium complexity operational and process issues, with demonstrated success in influencing stakeholders across departments.
Collaborative Communicator: You possess excellent communication skills with proven ability to collaborate with global counterparts and work effectively with outsourced providers to improve operational performance and quality.
Benefits
Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks.
Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options.
Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.
We like to have fun, build camaraderie through regular social events.
Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group.
Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.
