This role sits within a growing regional Onboarding function and plays a key part in improving the customer experience, operational performance and long-term customer retention. The position can be based in Norwich, Florida or remotely, reporting directly to the VP of Operations.
About the Role
As Head of Onboarding, you will take strategic and operational ownership of the entire customer onboarding journey within your region.
This is a senior leadership role bringing together KYC, implementation and post-sales onboarding into one joined-up function. You will oversee the journey from the initial welcome and discovery call, through compliance and account setup, payments and hardware activation, training, go-live and ultimately customer graduation after 50 successful transactions.
You will lead a team of multi-skilled Onboarding Consultants, supported by Team Leaders, while working closely with Sales, Risk, Product and Support. A major part of the role will be using data and KPIs to improve performance, reduce onboarding-related churn and support queries, and increase the number of customers successfully reaching graduation.
Key areas of responsibility include:
- Leading the regional onboarding strategy and ensuring alignment with wider business objectives.
- Owning onboarding performance, KPIs and reporting.
- Overseeing KYC, compliance and risk management.
- Maintaining high standards of quality throughout the customer journey.
- Challenging Sales where the quality of a sale does not meet onboarding requirements.
- Developing Team Leaders and creating a strong coaching and performance culture.
- Driving continuous improvement across onboarding processes.
- Working cross-functionally to improve the overall customer experience.
- The role has clear performance measures, including 95% KYC completion, 95% integration, an average integration time of 10 days or less, CSAT of 8.5+, NPS of +40 or higher, and 100% QA within 24 hours.
About You
We're looking for an experienced senior leader from an onboarding, implementation, customer success or post-sales environment who can combine strategic thinking with strong operational leadership.
You'll need to be comfortable managing teams, working with senior stakeholders and using data to drive decisions. You'll also need the confidence to challenge other departments when required and take ownership of improving processes and customer outcomes.
You'll ideally bring:
- Proven senior leadership experience within onboarding, implementation, customer success or post-sales.
- Strong stakeholder management skills across Sales, Risk, Product and Support.
- Experience planning, forecasting and managing performance against business targets.
- Strong analytical and reporting capability.
- A proven track record of coaching and developing people.
- Experience with CRM and workflow tools, ideally Salesforce and Google Workspace.
- Excellent communication and problem-solving skills.
- The ability to adapt quickly in a changing environment.
- A leadership style that sets the standard for others and holds people accountable.
Above all, Epos Now is looking for someone who is innovative, data-driven and commercially minded, with the leadership ability to build a high-performing onboarding function while keeping the customer experience firmly at the centre.
