Community Onboarding Manager

MAIN DUTIES

• Drive world-class supplier support by optimizing the ticketing and knowledge management ecosystem (Zendesk, Junction, Workday, Hyperwallet), where previous experience is essential.
• Represent the Welocalize brand within the support and onboarding functions to ensure we remain a preferred partner for our global network.
• Execute functional projects and strategies to identify and resolve operational bottlenecks.
• Align onboarding activities with business objectives using data-driven insights and market knowledge.
• Improve training programs to maximize support quality and accelerate vendor time-to-productivity.
• Architect Excel and Power BI reports to track KPIs and provide actionable insights to leadership.
• Implement AI-driven initiatives and process automation to improve the scalability of the support function.
• Resolve complex functional escalations and team challenges with a solution-oriented approach.
• Deliver a consistently excellent experience for a global community of 200,000+ workers in alignment with company vision.
• Govern the end-to-end worker journey and all associated business processes to ensure operational compliance.
• Provide high-level customer service to the global supplier base via the ticketing and knowledge management system.
• Collaborate cross-functionally to resolve complex issues affecting external partners.
• Streamline the onboarding journey to ensure new members join the network efficiently.
• Identify key touchpoints for manual intervention to provide "white glove" support when necessary.
• Optimize tools and platforms using a customer success mindset to improve process efficiency.
• Report on support team effectiveness by measuring quality, volume, speed, and overall performance.

REQUIREMENTS

• Education
• Bachelor's degree (B. A.) from a college or university in related field, or equivalent combination of education and experience.
• Experience
• 5 years of experience in service delivery, operations, or production.
• 3 years of experience within the language services industry or global localization markets.
• Proven track record in a fast-paced, client-centric environment with the ability to adapt to shifting business needs.
• Strong organizational skills with the ability to maintain clarity and manage information in high-volume settings.
• Experience working with a helpdesk ticketing system, such as Zendesk
• Excellent communication skills and a meticulous attention to detail while meeting strict deadlines.
• Objective, solution-oriented approach to complex challenges and a demonstrated ability to mitigate operational risks.
• Collaborative mindset with a focus on contributing to and driving team success.
• Advanced knowledge in project management, account management, or recruitment workflows.
• Quick learner with the ability to master new tools and prioritize projects based on urgency and business impact.
• Fluency in written and verbal English
• Strong computer literacy, MS Office, e-mail, internet, tech savvy
• Positive and energetic, thrives in all kinds of social situations, regardless of culture