Onboarding Manager

Guideline is seeking an Onboarding Manager on the Customer Success team to lead a team of Onboarding Representatives. We are looking for an experienced leader with an analytical and operational mindset, with a focus on providing a world class onboarding experience. This is the perfect opportunity for someone who loves leading teams, identifying and reporting key client onboarding metrics, and continuously identifying opportunities to improve our client onboarding experience and the team’s impact.   

The Team

Our mission is to deliver an industry leading customer experience. We are a customer-obsessed, data-driven, and ambitious group of industry experts who are committed to helping our clients confidently save for retirement. The onboarding team plays a critical role in the customer journey, serving as a partner to customers during their implementation period and setting them up for success on Guideline’s platform long-term.

What You Will Work On

• Manage a team of Onboarding Coordinators & Specialists with a focus on professional development & growth through coaching and feedback for your direct reports
• Identify, report, and continuously improve on team processes and KPIs, such as time to active, activation rate and customer satisfaction.
• Identify, lead and collaborate with Product teams on automation opportunities.
• Manage client escalations in multiple channels, including phone, email and more

What We’re Looking For

• 7+ years of experience in a client facing role, ideally in the SaaS or FinTech industry
• 5+ years of people management experience 
• Operations experience is a plus
• Strong verbal and written communicator with the ability to articulate complex situations, roadblocks & solutions
• Proficient in Salesforce, Looker or BigQuery, and JIRA
• Experience with reporting & analyzing team metrics, and ability to form action plans against the results

More about Guideline

Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.

Compensation

At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. These pay zones may be modified in the future.

Please speak with a recruiter for additional information regarding our tier locations.

• Metro+:
  The base salary range for this position is $126,500 - $136,500 annually.
• Metro:
  The base salary range for this position is $117,500 - $127,500 annually.
• National: 
  The base salary range for this position is $110,000 - $120,000 annually.

In addition to base salary, this position is eligible to receive equity in the form of Incentive Stock Options (ISOs). 

At Guideline, base salary is just one component of the overall Total Rewards package offered to employees.  All employees are offered comprehensive benefits and perks to help support you and your family.

• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) with matching contributions — We use our own platform and match 100% of the first 3% contributed, and 50% of the next 2% (for a max employer contribution of 4%)
• 100% employer-paid healthcare, vision, and dental insurance for employees and 70% coverage for dependents
• Opt-out credit if all three plans are waived
• Health Savings Account and Flexible Spending Accounts
• Disability and life insurance options
• Mental health benefits, including therapy and coaching through Modern Health, for employees and their dependents
• Paid parental leave for birthing and non-birthing parents
• Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year.

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Additionally, Guideline participates in the E-Verify program in certain locations, as required by law. 

Guideline is an equal opportunity employer. Applicants in need of special assistance or accommodation during the interview process can reach out to [email protected].

Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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