Director of Onboarding
Lead and scale a team of Onboarding Managers to deliver seamless customer transitions onto the platform, driving strategy, process optimization, and cross-functional collaboration in a fast-paced SaaS environment.
What You’ll Do
- Lead & Develop a High-Performing Team: Manage, mentor, and grow a team of Onboarding Managers, fostering a culture of accountability, empathy, and continuous improvement.
- Drive Strategy & Execution: Partner with leadership to execute the onboarding vision and roadmap, aligning with company goals around customer activation, adoption, and retention.
- Optimize the Process: Build and refine onboarding workflows to improve efficiency, consistency, and customer satisfaction as Playground scales.
- Coach & Empower: Provide regular feedback, training, and performance management to ensure every Onboarding Manager delivers an exceptional customer experience.
- Collaborate Cross-Functionally: Partner with Product, Engineering, Sales, and CX leadership to identify friction points and drive end-to-end improvements in the customer journey.
- Measure Success: Track key onboarding KPIs — time to launch, customer satisfaction, feature adoption — and use data to inform decisions and improvements.
- Champion the Customer: Advocate for customer needs and ensure every new center’s onboarding experience reflects Playground’s values and mission.
What You Need
- 3–5+ years of experience in customer onboarding, implementation, or success at a SaaS company, including 2+ years leading teams
- Proven success supporting or scaling onboarding or implementation functions through periods of growth
- Strategic thinker with a strong operational and analytical mindset
- Excellent leadership, communication, and coaching skills — you know how to inspire, motivate, and grow others
- Experience driving cross-functional initiatives in fast-paced or startup environments
- Data-driven decision maker with a bias toward action and continuous improvement
Nice-to-Haves
- Familiarity with early childhood education or child care management software
- Background in education, non-profits, or mission-driven organizations
- Previous experience helping build or refine an onboarding function
Compensation
- $170,000 to $200,000
- Subject to standard withholdings and taxes. Actual compensation will depend on experience, location, and interview performance.
Why Join Playground
- Competitive salary + equity
- 3 weeks of PTO
- Health, vision, and dental benefits
- $1,200/year education stipend
- 401(k)
- Free lunch daily
- High-autonomy, high-ownership team culture
- A meaningful mission with real-world impact
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