Senior Manager, Pro Onboarding - Remote

Overview

We are looking for a Senior Manager, Pro Onboarding to transform the customer experience strategy for a critical part of the pro journey, their first weeks as a customer.

In Short

• Transform the customer experience strategy for new pros.
• Identify gaps and opportunities in the pro experience.
• Manage and develop high-performing customer service leaders.
• Implement policies and procedures for onboarding processes.
• Drive improvement based on data-driven insights.
• Handle escalated customer complaints effectively.
• Work with stakeholders to implement new service strategies.
• Utilize multiple company systems and tools.
• Lead team through changes in structure and systems.
• Collaborate with a diverse and multi-functional team.

Requirements

• 2+ years in customer service or sales management.
• Experience in strategy consulting or technology startups.
• Strong customer-facing communication skills.
• Working knowledge of Salesforce and Looker.
• Experience managing remote agents is a plus.
• Ability to prioritize initiatives based on ROI.
• Excellent verbal and written communication skills.
• Experience leading teams through significant changes.
• Self-starter with a customer-centric approach.
• Ability to develop and influence cross-functional partnerships.

Benefits

• Salary band of $75,000 - $140,000.
• Eligible for performance bonus and equity package.
• Full medical, dental, and vision package.
• Flexible vacation policy.
• Pet discount plans and retirement plan with company match.
• Opportunity to work with motivated teammates.