Onboarding Operations Team Lead

Job Summary

Leading a small team in a remote environment, the full-time Onboarding Operations Team Lead will manage the onboarding experience for ClassPass partners across various business verticals, ensuring timely launches and high-quality outcomes while collaborating with cross-functional teams.

Key responsibilities

• Track and report Onboarding's goals and contribute to weekly business reviews while representing Onboarding in cross-functional forums
• Oversee vendor performance against SLAs, providing inputs for business reviews and coaching team members to enhance performance
• Manage the onboarding process, including time-to-launch and quality metrics, while maintaining visibility across the launch queue

Required qualifications

• 4 to 6 years of experience in business operations or team management, including leading an outsourced or vendor-delivered team
• Direct experience managing a customer or partner onboarding team with a focus on speed and quality
• Proven track record of improving operational metrics such as SLAs and cycle time
• Experience with capacity planning and forecasting demand against headcount
• Strong analytical skills with the ability to translate operational data into actionable insights