Onboarding Manager

About the role

Luxury Presence is seeking an Onboarding Manager to lead the team that guides top real‑estate professionals from kickoff to launch of their website or app. You will own the speed, quality, and overall experience of the onboarding journey.

Key responsibilities

• Lead, coach and develop a team of onboarding individual contributors (ICs).
• Run bi‑weekly 1:1s, provide actionable feedback and create personalized development plans.
• Monitor daily metrics such as launch volume, time‑to‑launch, CSAT and pre‑launch churn MRR, and act proactively.
• Handle client escalations, deciding when to intervene directly or coach the team.
• Drive quarterly improvements in backlog age, time‑to‑launch and pre‑launch churn.
• Partner with Product Fulfillment, Sales, Client Success and Engineering to remove handoff friction.
• Design and deliver a structured 30/60/90 onboarding plan for new hires.
• Use data to spot workflow gaps, improve processes and maintain internal documentation.
• Lead or contribute to at least one high‑impact project each quarter.

Required profile

• Strong coaching ability – you develop people, not just manage them.
• Quickly interpret metrics to inform decisions about team and client performance.
• Calm under pressure, making clear decisions with incomplete information.
• Empathetic and direct in turning frustrated clients into retained customers.
• Build cross‑functional trust by closing feedback loops and delivering on commitments.
• Clear communicator at all levels – up, down and sideways.
• Detail‑oriented documentation habits.

Required skills