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**Onboarding Manager

2 months ago

Fort Lauderdale, Florida, United States ShipMonk Full time
About the Role

We are seeking an experienced Onboarding Manager to join our Client Experience team at ShipMonk. As a key member of our team, you will be responsible for leading a team of Onboarding Associates in onboarding clients to our fulfillment services.

Key Responsibilities
  • Team Leadership: Coach, develop, and lead a team of 5-8 Onboarding Associates to ensure a successful fulfillment process for clients of various sizes and complexities.
  • Client Onboarding: Be hands-on and work alongside team members while providing direction, support, and coaching to ensure a seamless onboarding experience for clients.
  • Team Development: Recruit, train, mentor, and scale the team. Develop and maintain standardized playbooks and work instructions to onboard new team members.
  • Training and Development: Lead the development of training and client-facing reference material to educate clients about ShipMonk processes and tools.
  • Collaboration: Partner closely with Sales to oversee a seamless transition into the post-sale client journey.
  • Account Transition: Ensure new accounts are successfully transitioned from Onboarding to Client Experience.
  • Process Improvement: Recommend or develop and implement improvements to the support, client experience, and operations processes to improve onboarding and the client experience continuously.
  • Performance Metrics: Define, measure, and improve key performance metrics on the effectiveness of Onboarding.
Requirements
  • Experience: 5+ years of experience in the supply chain or technology industry, with a proven track record of leading a team of 5-8 team members.
  • Leadership Skills: Proven ability to motivate and focus teams, as well as being a friendly empathetic leader.
  • Industry Knowledge: Experience building and leading a customer-facing team, ideally in 3-PL, with a strong understanding of fulfillment operations.
  • Education: Bachelor's Degree in Business (supply chain, logistics, e-commerce) required.
About ShipMonk

ShipMonk is a leading provider of e-commerce fulfillment services, with a mission to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions. We are committed to delivering premium value to our clients and are seeking a talented Onboarding Manager to join our team.