[Hiring] Senior Manager, Customer Onboarding @Disher

Role Description

DISHER is currently partnering with a leading supply chain solutions company on their Senior Manager, Customer Onboarding opportunity. In this role you will build and lead a scalable customer onboarding function that delivers complex, cross-functional customer implementations successfully. This leader will combine hands-on program delivery with people leadership, portfolio governance, capacity planning and proactive executive communication. The role is designed to create an onboarding operating engine that runs consistently, surfaces risks early and scales with business growth.

What you will get to do:

• Customer Onboarding Delivery
  • Personally lead the most complex, strategic or high-risk customer implementations as a hands-on program leader.
  • Convert commercial commitments and customer expectations into clear scope, outcomes, milestones, responsibilities, dependencies and acceptance criteria.
  • Coordinate execution across Operations, Technology, Product, Customer Success, Finance and other functions required for a successful launch.
  • Maintain strong customer-facing governance, decision discipline and communication throughout implementation.
  • Ensure operational readiness, transition planning and post-launch stabilization are built into each onboarding plan.
• Portfolio, Capacity and Governance
  • Maintain an integrated view of active onboardings, expected pipeline demand and the resources required to deliver them.
  • Identify capacity constraints early and recommend staffing, sequencing or prioritization actions before commitments are at risk.
  • Establish a practical governance cadence for project health, portfolio reviews, pipeline readiness and executive reporting.
  • Define and monitor measures for schedule, scope, readiness, risk, customer outcomes, resource capacity and post-launch stability.
  • Analyze patterns across implementations to improve forecasting, reduce recurring issues and increase delivery efficiency.
• People Leadership
  • Directly manage the current onboarding project manager and future onboarding team members.
  • Set clear expectations, outcomes and measures for the team; provide regular coaching, feedback and development.
  • Assign work based on complexity, capacity, customer needs and individual capability.
  • Build team capability in customer leadership, risk management, escalation, executive communication and cross-functional delivery.
  • Support recruitment and onboarding of additional team members as the portfolio grows.
• Risk, Decision and Executive Communication
  • Create early-warning signals for delivery, scope, resource, dependency and customer risks.
  • Escalate with a clear statement of the issue, business impact, decision required, owner and recommended action.
  • Provide concise portfolio reporting that distinguishes facts, assumptions, decisions, commitments and unresolved risks.
  • Facilitate difficult cross-functional decisions and hold owners accountable for timely follow-through.

Qualifications

• Bachelor’s degree in business, operations, supply chain, technology, project management, or a related field, or equivalent relevant experience.
• Experience with deals of $10M+.
• Active PMP certification.
• Advanced, hands-on proficiency with project management tools such as Smartsheet (highly preferred) or equivalent.
• 8+ years of progressive project, program, or implementation leadership, including complex customer-facing implementations.
• 3+ years of formal people-management experience, including coaching and performance management.
• Demonstrated ownership of multiple concurrent implementations or a delivery portfolio.
• Experience with capacity planning, resource forecasting, governance design, risk management, and executive reporting.
• Proven ability to lead cross-functional teams without relying on direct authority.
• Excellent written, verbal, and customer-facing communication skills.
• Practical experience using AI-enabled tools to improve project and program delivery.
• Must have the current and continuing right to work in the United States of America without restrictions or expirations.

Preferred Qualifications

• Experience in service logistics, supply chain, field service, SaaS, managed services, or another complex operational environment.
• Experience building or materially improving a customer onboarding or implementation operating model.
• Experience with enterprise customers, multi-region launches, operational integrations, or high-dependency programs.
• Familiarity with HubSpot or equivalent CRM, ERP, service management, and business intelligence platforms.

Salary

$135,000 - $165,000 a year

AI Tools in Hiring Process

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.