Manager, Onboarding at Housecall Pro in Remote

Summary: Housecall Pro is a company dedicated to supporting home service professionals by providing solutions that streamline their operations. The Manager, Onboarding is responsible for leading a team of Onboarding Specialists to ensure a seamless onboarding experience for new customers, focusing on team development and performance metrics. Responsibilities: - Drive key metrics for the Onboarding team, including but not limited to: Onboarding Completion Rate, Time to Value, Customer Satisfaction Score, and Retention Rate - Manage team schedules and daily attendance to ensure adequate staffing to meet the needs of our Pros during the critical onboarding phase - Conduct weekly performance reviews to identify areas of opportunity and support the growth of your team - Ensure proper escalation processes are followed and take action when necessary to resolve issues promptly - Oversee timecards, ensuring timely submission and accurate data management - Manage monthly performance metrics and bonuses for the Onboarding team - Track all key metrics with accuracy, regularly reporting to management and providing feedback to your team - Document all one-on-one meetings, performance discussions, and coaching sessions to ensure continuous development Required Qualifications: - Bachelor's degree or equivalent experience required - 1+ years of experience in Customer support or related field - Proven track record of meeting and exceeding performance metrics consistently - Management experience is a plus - Experience using AI tools to increase quality and efficiency of work Preferred Qualifications: - Strong organizational and leadership skills, with the ability to manage multiple priorities in a fast-paced environment - Excellent communication and interpersonal skills, with a focus on team development and customer satisfaction - Ability to motivate and inspire your team to deliver exceptional service - Proactive problem-solving skills with a focus on improving processes and outcomes Required Skills: Customer support, Performance metrics management, Management experience, AI tools usage, Team development, Customer satisfaction, Inspiration, Proactive problem solving Benefits: Health care insurance (medical, dental, vision, disability), Employee assistance program, 401(K), Flexible time off, Paid parental leave, Tech reimbursement, Other company benefits