Manager, Onboarding

About the Role

You will lead a team responsible for both the customer and the employee across the full onboarding and off-boarding lifecycle — from completing the offer with the customer, through onboarding and payroll setup, to a clean, compliant off-boarding. You are accountable for your team's operational metrics, for the quality of the customer and employee experience, and for finding durable fixes to the problems that impact the team.

Responsibilities

• Lead a team of 8-10+ to deliver the end-to-end onboarding and off-boarding process for both customers and employees, including completing offers with the customer and entering payroll.
• Own and improve your team's core metrics: throughput and cycle-time efficiency, CSAT, onboarding/off-boarding accuracy, and SLA adherence.
• Hold a high standard for detail and follow-through and trace issues to root cause.
• Work with Product teams to surface customer and employee issues, prioritize them, and see fixes through to launch.
• Identify and build enduring solutions for efficiency — process, tooling, and playbooks that scale.
• Plan and roll out team initiatives: define the change, prepare the team, and measure the outcome.
• Partner with People Operations, Immigration, Payroll, Legal, and Client Services to keep work aligned to business needs and compliant across jurisdictions.
• Manage performance: set clear expectations, give direct feedback, recognize strong work, and develop the team through coaching.

Requirements

• 7 - 10 years of experience, including 4+ years managing a team — ideally in EOR/global employment, HR operations, payroll, or a client-facing operations environment.
• Track record of owning operational metrics (efficiency, CSAT, accuracy/SLA) and improving them.
• Direct experience working with Product teams to surface and resolve customer and employee issues.
• Demonstrated ability to diagnose root causes and ship durable process, tooling, or workflow improvements.
• Strong attention to detail and a high degree of ownership.
• Strong communication and cross-functional collaboration in a dynamic, client-facing environment.
• Bachelor's degree in Human Resources or equivalent experience.