Director of Onboarding Operations
RemoteUnited States
United StatesRemoteFull TimeSenior Level
Full TimeSenior Level
Job Summary
Design the end-to-end school onboarding process, defining stages, owners, and timelines to transition clients from signed contracts to independent platform usage. Establish a clear "graduation" checklist, hold schools to it, and manage handoffs to ensure repeatable success rather than one-off efforts. Build self-serve resources, templates, and AI agents to reduce post-go-live support requests and automate routine enablement tasks. Set baseline metrics for time-to-go-live and capacity, then drive improvements to scale onboarding without dropping quality. Report directly to the CEO with autonomy to write the operational playbook from scratch.
Required Qualifications
- 8 or more years in customer onboarding, implementation, or customer operations at a B2B software company
- 3 or more years leading a team
- Owned an onboarding or implementation function rather than only worked inside one
- Ideally stood one up, or rebuilt one that was not working well
- Your customers were not technical
- Comfortable with people who are excellent at their jobs and uneasy with software
- Written and spoken English at a near-native level
- You would author the material our customers learn from
- You will be on calls with heads of school and business officers
- You work US business hours
- You would report directly to the CEO with a lot of access and a lot of autonomy
- There is no playbook waiting for you
- Writing it is a large part of the job
Desired Qualifications
- Experience in education or edtech
- Experience getting non-technical customers successfully onto software
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