Manager, Onboarding

About Housecall Pro

Housecall Pro is committed to creating tools that improve the lives of home service professionals across America by helping them streamline their operations, expand their businesses, and save valuable time to spend with their families. Though based in Denver, Colorado, our diverse team is distributed worldwide, fostering a culture prioritizing the growth and success of both our employees and customers, no matter their location. Leadership emphasizes career advancement while ensuring solutions are designed with our Pros’ needs in mind.

Role Overview

The Manager of Onboarding leads a team of Onboarding Specialists, tasked with delivering an outstanding initiation experience for our service professionals. Collaborating closely with senior leadership, you will equip your team with the resources needed to help new customers integrate seamlessly and gain maximum value from our platform immediately. Responsibilities include coaching your team to exceed performance targets, providing escalation support, and maintaining superior onboarding standards to ensure customer satisfaction.

Daily Responsibilities

• Drive and monitor key onboarding KPIs such as completion rates, time to value, satisfaction scores, and retention metrics.
• Manage scheduling and attendance to maintain adequate staffing during critical onboarding periods.
• Conduct regular performance reviews to pinpoint growth areas and support team development.
• Ensure proper escalation handling and prompt issue resolution.
• Oversee accurate payroll timecard submission and data management.
• Administer monthly bonus and performance metrics for the onboarding team.
• Consistently track and report key metrics to management and provide timely feedback to team members.
• Document all individual coaching and performance sessions to promote continuous improvement.

Required Qualifications

• Bachelor's degree or comparable professional experience.
• Minimum of two years in a management role within customer support or a similarly related field.
• Demonstrated consistent success in meeting and surpassing performance objectives.
• Proficiency utilizing AI technology to enhance work processes, streamline tasks, or improve outputs.

Success Factors

• Strong organizational and leadership abilities to juggle multiple priorities effectively in a fast-paced setting.
• Excellent interpersonal and communication skills focused on coaching and customer satisfaction.
• Capability to inspire and motivate your team toward delivering exceptional service.
• Proactive problem-solver dedicated to process and outcome enhancements.

Compensation and Benefits

This position has a salary range between $70,000 and $82,500, determined by skills, experience, and location within permissible guidelines. Eligible candidates may participate in our equity plan alongside comprehensive benefits including healthcare coverage (medical, dental, vision, disability), employee assistance programs, 401(k), paid parental leave, flexible time off policies, and monthly technology reimbursements.

Additional Information

Housecall Pro is a fast-growing startup founded in 2013, supporting over 50,000 home service businesses globally with more than 2,000 mission-driven team members. We champion diversity, inclusivity, and equal opportunity employment standards regardless of gender, race, religion, and other protected categories.

We utilize AI-powered tools during application processing to complement human decision-making, ensuring fair and thorough evaluations.