Onboarding Manager

About the role

Luxury Presence is seeking an Onboarding Manager to lead the client onboarding experience for top real‑estate professionals. You will guide a team of onboarding specialists from kickoff through launch, ensuring a fast, high‑quality, and satisfying journey for new clients.

Key responsibilities

• Lead, coach, and develop a team of onboarding individual contributors.
• Conduct bi‑weekly 1:1 meetings, provide actionable feedback, and create personalized development plans.
• Monitor daily metrics such as launch volume, time to launch, CSAT, and pre‑launch churn, taking corrective action when needed.
• Handle client escalations promptly, deciding when to intervene directly or coach the team.
• Drive quarterly improvements in backlog age, time to launch, and churn.
• Collaborate with Product, Sales, Client Success, and Engineering to remove handoff friction.
• Design and execute a structured 30/60/90 onboarding plan for new hires.
• Use data to identify workflow gaps, improve processes, and maintain clear documentation.
• Lead at least one high‑impact project each quarter to boost onboarding efficiency or client experience.

Required profile

• Proven experience managing and developing people‑focused teams.
• Strong analytical mindset with the ability to interpret metrics quickly.
• Calm under pressure and decisive when information is incomplete.
• Excellent communication skills across all organizational levels.
• Empathetic approach to turning frustrated clients into satisfied, retained customers.

Required skills