Onboarding Enablement and Quality, Senior Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:

As a key member of the Customer Onboarding Business Transformation team, the Enablement and Quality Excellence (EQE) Leader is responsible for developing and implementing a strategic framework to enable and empower Customer Onboarding teams to deliver an exceptional onboarding experience. This role will play a pivotal part in enhancing service delivery quality, fostering cross-functional collaboration, and ensuring that all onboarding resources are equipped with the knowledge, tools, and support needed to achieve measurable success.

The Senior Manager will drive initiatives that prioritize employee development, build accountability, and establish high-quality standards across the Customer Onboarding function. By focusing on enablement strategies and data-driven insights, this position will ensure a seamless and value-driven experience for customers, aligning closely with the team’s mission of being a trusted partner who delivers efficient, effective onboarding solutions. This role emphasizes creating a culture of operational and quality excellence, where Onboarding Success Managers and supporting experts work together to exceed customer expectations at every touchpoint.

Reporting to the Executive Director of Customer Onboarding Process Transformation, the EQE  Leader will adopt a people-centric approach to drive collaboration, optimize processes, and deliver innovative solutions that align with business goals and enhance the overall customer journey.

KEY RESPONSIBILITIES:

 Enablement Strategy for Onboarding Team Members:

• Develop programs to empower individuals with the skills and knowledge required to succeed in their roles.
• Design tailored learning pathways, onboarding programs, and skill development plans for individuals working in Customer Onboarding.
• Identify barriers to individual success and implement solutions to address them.

 Quality Measurement and Enhancement:

• Establish and maintain key performance indicators (KPIs) to assess the quality of individual contributions across Customer Onboarding.
• Implement frameworks for regular performance feedback and personal development tied to measurable quality metrics.
• Ensure individuals are aligned with regulatory and quality standards relevant to athenahealth.

 Continuous Learning and Improvement:

• Build a culture of learning by facilitating knowledge-sharing opportunities, workshops, and feedback sessions.
• Encourage individuals to adopt a growth mindset and actively seek opportunities for professional development.
• Monitor individual performance trends and proactively address areas for improvement through enablement initiatives.

Data-Driven Enablement:

• Leverage analytics and reporting to identify trends in individual performance and quality.
• Use data to inform decision-making and provide actionable recommendations to individuals and leadership.
• Regularly present enablement and quality insights to stakeholders to demonstrate impact and drive alignment.

Operational and Process Excellence:

• Partner with Onboarding Process Transformation, Onboarding Success and Configuration, Enablement and Adoption leaders to streamline individual workflows and reduce inefficiencies in Onboarding operations.
• Develop tools and resources that support high-quality output from individuals, including documentation, playbooks, and best practices.
• Assist in driving the adoption of technology and systems that enable individuals to achieve operational excellence.

Collaboration and Advocacy:

• Partner with our Operation’s Employee Enablement team for the design, development, and delivery of comprehensive enablement programs for customer onboarding, product knowledge, and customer interactions skills.
• Drive a continuous improvement culture focused on quality control of service delivery and customer outcomes.
• Oversee and monitor Customer Onboarding knowledge base and training materials to reflect changes in processes, product offerings, policies, and customer delivery strategies.
• Oversee the creation of quality scorecards, monitoring frameworks, and performance metrics to assess employee interactions across all customer engagement channels.

EDUCATION & EXPERIENCE:

• Bachelor’s degree required
• 5+ years working in SaaS, FinTech, or healthcare technology operations, with a focus on enablement and quality management
• 3+ years in a leadership role focused on enablement, quality