Onbe, a fast-growing FinTech, bringing innovation to a rapidly growing global marketplace, stands for “on behalf.” Because that’s exactly how we work: on behalf of our clients, as their comprehensive payments partner. We transform the way payments are imagined — as an opportunity for innovation, a source of insight to customers, and a way to connect with partners around the globe!

This position is remote, but it's essential that candidates reside within 30 miles of the Metro New York area. The role may occasionally require in-person meetups and travel.

Summary: As the Director of Implementations Support, you will play a vital role in the success of our clients' journeys with Onbe. You will lead change and motivate our teams to complete critical client implementations efficiently, promoting quality and client happiness. This role ensures our teams are equipped with the requirements, tools, documentation, and training needed to perform optimally in their day-to-day while managing the operational capacity and utilization models, that enable our Onbe’s Implementation teams to drive speed and accuracy. In this role, you will partner with team members to define, launch, and drive strategic and operational initiatives with key functions across the organization and with our partners.

Responsibilities

• Lead critical implementation functions, identifying standard methodologies to incorporate improvements in processes, resources, or innovation with the aim of enhancing the speed and quality of implementations.
• Offer strategic assistance to teams driving project implementations and teams contributing to the implementation process for generating new revenue or maintaining existing revenue through change order projects.
• Liaison with sales and account management teams to assess pipeline, intake deals, and assignment of projects to the teams managing individual and team utilization metrics that adhere to growth strategies
• Implement and facilitate onboarding strategies, capacity modeling standards, and operational enhancements for the team and cross-functional teams. These efforts aim to provide consistent and efficient onboarding experiences that meet clients' expectations.
• Formulate, implement, and maintain long and short-range plans, policies, and documentation to support a consistent customer onboarding experience and adoption of products that include a focus on scale and productivity
• Serve as a department representative for enterprise project support across various operational functions that enable speed, efficiency, accuracy, and client satisfaction.
• Recognize internal and cross-functional process struggles, gaps, and difficulties and implement resulting processes or technical projects that are by the strategic roadmap.
• Train team members, and cross-functional teams through maintained standard process documentation, change management notifications and sessions, and ad hoc workshops.
• Set the direction to implement and operationalize product GTM processes, product and tech rollouts, updates industry or partner policies and procedures where it impacts onboarding teams.
• Oversees reporting on relevant KPIs and metrics to drive areas of focus with action plans and share success/improvements to the metrics with the results of those action plans.
• Perform miscellaneous projects and duties as assigned.

Qualifications

• 10-15 years experience in onboarding roles in client implementations (required)
• At least 5 years of directly leading teams in a corporate environment (required)
• Experience in payments, FinTech industries preferred
• Proficient in project management tools, CRM systems, reporting applications, and Microsoft Programs, including Word, Excel, and PowerPoint (required)
• Excellent communication, writing, and social skills, with the ability to establish trust and credibility with clients, suppliers, and internal partners (required).

The base salary range for this position is between $131,760 to $161,409 with eligibility for an annual bonus. The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Our competitive benefits include medical, dental, vision, wellness, 401(k) matching, Open PTO, work from anywhere, generous parental leave, and more! Our job titles may span more than one career level. All candidates are encouraged to apply.