Senior Onboarding ManagerAbout the RoleWe're looking for a Senior Onboarding Manager to take on a high-ownership role delivering an exceptional onboarding experience across all provider segments, with particular focus on our largest and most complex accounts. This role blends hands-on onboarding execution with strategic responsibility for partnership management, KPI leadership, and cross-functional collaboration.
You'll operate with significant autonomy, own a full portfolio of onboardings - including complex, multi-provider, multi-location, and compliance-specific setups - and travel as needed to provide high-touch, on-site support to our top-tier accounts. Beyond your own portfolio, you'll help shape team-wide process improvement and mentor junior onboarding managers as the team scales.
Our Objectives For the Role- Independently manage onboarding across all segments and states - including complex, multi-provider, multi-location, and compliance-specific setups - owning a portfolio of up to 25 onboardings plus additional advanced provider onboardings at any given time.
- Take on enterprise accounts as part of your standard onboarding load, and travel as needed to provide high-touch, on-site support to top-tier accounts to strengthen relationships and ensure successful launches.
- Maintain high customer satisfaction across all onboardings, including enterprise accounts.
- Serve as the primary relationship owner for assigned or delegated partnerships, driving the buildout and optimization of tooling, workflows, and processes, and ensuring response times and satisfaction consistently meet or exceed service-level targets.
- Lead by example on personal performance targets, surface opportunities to improve team-wide outcomes, and partner with the onboarding lead to translate performance data into actionable, shared strategies.
- Work alongside Practice Success Manager leads and the onboarding lead to continuously improve handoff processes and knowledge sharing between teams, and help execute agreed-upon handoff strategies as products and processes evolve.
- Mentor and train junior onboarding managers through shadowing, best-practice guidance, and ongoing support.
- Take ownership of revenue outcomes tied to launches - a new area of accountability starting in Q4 - connecting onboarding execution directly to business results at launch.
We're looking for- A proven track record managing complex, high-volume onboarding portfolios with strong customer satisfaction outcomes.
- Experience owning strategic partnerships, including tooling and workflow optimization, with a track record of meeting or exceeding service-level targets.
- Comfort operating with significant autonomy and translating performance data into actionable strategy.
- Willingness and ability to travel as needed to provide on-site support for top-tier accounts.
- Experience mentoring or training team members, with a genuine interest in raising team-wide consistency and performance.
- Strong cross-functional collaboration skills, particularly in improving handoff processes between teams.
Why Join Us?- Own outcomes for Moxie's most complex and highest-value accounts, with the autonomy to shape how we onboard, partner, and scale as a team.
- Run a full portfolio independently, with direct relationships with enterprise and top-tier partners.
- Help build repeatable, high-quality onboarding processes from the ground up, rather than inheriting a finished playbook.
- Shape the next generation of onboarding managers through mentorship and hands-on training.
- Take on GMV ownership for launches starting in Q4 - a direct line from your work to the business results that matter most.
- Join a team built for people who thrive on complexity and want to grow into a strategic leadership role.
