Onboarding Operations Tech Lead

Key Responsibilities

• Architect Foundational Frameworks: Build and own the end-to-end Onboarding Ops roadmap, establishing baseline standard operating procedures (SOPs), service-level agreements (SLAs), and operational governance..
• Translate Data to Strategy: Analyze operational telemetry, activation funnels, and drop-off metrics to uncover macro friction trends, directly designing targeted intervention logic and automated workflows to resolve them.
• Bridge Operations & Product: Partner closely with Product, Engineering, and Go-To-Market teams to build long-term, structural platform controls, self-serve onboarding tooling, and automated verification checks.
• Serve as a Technical Translator: Act as the critical link between Engineering and frontline Operations, demystifying complex technical platform changes, API updates, and engineering rollouts into actionable, easy-to-understand workflows and guidance for the operations team.
• Optimize Operational Workflows: Drive process improvements, manage operational performance metrics (e.g., Time-to-Value, Activation Rate, CSAT), and continuously streamline manual intervention queues to maximize accuracy and team efficiency.

Key Requirements

• Bachelor’s Degree in a business or technology discipline, or equivalent practical job experience.
• 6+ years of experience in operations, implementations, customer onboarding, or program management in tech, FinTech, SaaS, or complex digital ecosystems.
• Proven track record of operating as a founding or pioneer team member, building operational frameworks, workflows, and policies in highly ambiguous environments.
• Demonstrated experience managing cross-functional projects with Product and Engineering to automate manual operations.
• Strong data fluency with experience using tools (SQL, Looker, Tableau, Snowflake, or similar) to analyze workflow performance, defend strategy decisions, and present findings to leadership.