[Remote] Manager, Onboarding

Note: The job is a remote job and is open to candidates in USA. Housecall Pro is a company dedicated to supporting home service professionals by providing solutions that streamline their operations. The Manager, Onboarding is responsible for leading a team of Onboarding Specialists to ensure a seamless onboarding experience for new customers, focusing on team development and performance metrics.

Responsibilities

• Drive key metrics for the Onboarding team, including but not limited to: Onboarding Completion Rate, Time to Value, Customer Satisfaction Score, and Retention Rate
• Manage team schedules and daily attendance to ensure adequate staffing to meet the needs of our Pros during the critical onboarding phase
• Conduct weekly performance reviews to identify areas of opportunity and support the growth of your team
• Ensure proper escalation processes are followed and take action when necessary to resolve issues promptly
• Oversee timecards, ensuring timely submission and accurate data management
• Manage monthly performance metrics and bonuses for the Onboarding team
• Track all key metrics with accuracy, regularly reporting to management and providing feedback to your team
• Document all one-on-one meetings, performance discussions, and coaching sessions to ensure continuous development

Skills

• Bachelor's degree or equivalent experience required
• 1+ years of experience in Customer support or related field
• Proven track record of meeting and exceeding performance metrics consistently
• Management experience is a plus
• Experience using AI tools to increase quality and efficiency of work
• Strong organizational and leadership skills, with the ability to manage multiple priorities in a fast-paced environment
• Excellent communication and interpersonal skills, with a focus on team development and customer satisfaction
• Ability to motivate and inspire your team to deliver exceptional service
• Proactive problem-solving skills with a focus on improving processes and outcomes

Benefits

• Health care insurance (medical, dental, vision, disability)
• Employee assistance program
• 401(K)
• Flexible time off
• Paid parental leave
• Tech reimbursement
• Other company benefits

Company Overview