Team Lead, Implementation Manager

Onaroll is an employee rewards app that incentivizes productivity and longevity. Shift workers are the engine of our economy, powering restaurants, call centers, factories, and warehouses. We celebrate them.
We're a rapidly growing Series A company based in New York City backed by Bessemer Venture Partners, Founders Fund, Google's Gradient Ventures, and other top angel and institutional investors.
Role:
As one of our earliest implementation hires, you'll directly impact Onaroll's mission to celebrate shift workers. Every day, you'll come to work ready to surprise and delight shift workers, helping re-enforce the value of their work and rewarding them for their excellence.
We are seeking a highly process-oriented Implementation Manager responsible for leading both our Customers and their Team Members through the onboarding experience, ensuring they quickly see value during the implementation journey. You are comfortable running multiple implementation initiatives, blending relationship management with the ability to define, execute and scale processes.

Responsibilities:

• Leadership & Team Management: Manage and mentor a team of Implementation Managers, fostering their professional growth and ensuring they deliver exceptional implementation experiences. Strategically assign team members to customer projects, balancing workloads and aligning skills with customer needs to guarantee efficient and effective onboarding. Establish clear objectives, conduct regular performance evaluations, and provide feedback and coaching to help team members achieve their goals and develop their careers.
• Strategic Implementation Oversight: Lead complex or high-impact implementation projects, serving as the primary point of contact for critical issues and ensuring timely, high-quality project completion. Become a trusted expert on Onaroll’s platform and solutions. Guide clients through successful deployments and optimize their use of our products. Address and resolve complex technical issues during the implementation phase, utilizing your deep product knowledge and analytical abilities.
• Process Development: Continuously seek and implement improvements to accelerate and enhance the onboarding process. Develop and maintain documentation, tools, and resources that support internal teams and improve client experiences. Drive the adoption of best practices in implementation and client success, working closely with Growth and Product teams to refine and improve onboarding strategies.
• Cross-functional Collaboration: Act as the customer's advocate, influencing product strategy and priorities to boost adoption and retention, and overall business direction. Collaborate across functions to address customer issues and achieve mutual objectives. Create and maintain internal documentation and resources to support various teams.

You:

• Experienced Leader: 5+ years of onboarding or implementation management experience, including at least 2+ years in a team lead or managerial role. Proven ability to lead and inspire high-performing teams.
• Process-Driven Innovator: Highly process-oriented with a strong track record of developing and scaling implementation processes to deliver outstanding customer experiences.
• Shift Work Advocate: Previous experience as a shift worker or a deep understanding of the unique challenges and rewards associated with shift work.
• Empathetic Communicator: Excellent interpersonal skills with the ability to listen, empathize, and communicate effectively. Strong written and verbal communication and presentation skills.
• Proactive Problem-Solver: Skilled at identifying potential problems or areas for improvement and addressing them proactively to mitigate impacts on the team or clients.
• Collaborative Mindset: A team player who excels in a cross-functional environment and thrives on building partnerships with internal and external stakeholders.
• Partnership Builder: Demonstrated experience in developing and managing strategic partnerships, with a keen ability to identify and leverage partner synergies for mutual benefit.

Equal Employment Opportunity
Onaroll is an equal opportunity employer and is committed to providing a workplace that is free from discrimination of any kind. We value diversity and do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.
We adhere to all applicable federal, state, and local laws pertaining to nondiscrimination and equal opportunity. Our hiring decisions are made based on qualifications, skills, and merit. We promote a fair and inclusive employment environment for all employees, fostering a culture that respects and values each individual's unique contributions.
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