[Hiring] Manager, Customer Onboarding @Owner.com

Role Description

We're looking for a strategic and people-focused Launch/Onboarding Manager to lead a team of Customer Onboarding Specialists and drive the success of new restaurant clients. This role is responsible for building, coaching and mentoring a high-performing team, refining and executing onboarding processes that maximize early retention, and reducing churn through data-driven strategies. You’ll collaborate cross-functionally with Sales, Product, and Customer Support to ensure a seamless and consistent experience for new clients, while continuously advocating for improvements that enhance customer success. Ideal candidates are strong leaders with a passion for process improvement and a track record of using insights to drive measurable outcomes.

This role is 100% remote and can be based anywhere in Mexico or Colombia.

Qualifications

• Minimum of 5 years of experience in customer success, account management, or a similar role, with at least 2 years in a leadership position.
• Proven experience in the restaurant tech industry is highly desirable.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to leverage data for decision-making.
• Proficiency in customer relationship management (CRM) tools and platforms.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Requirements

• Build, lead, and mentor a team of Launch Specialists, fostering a culture of excellence and continuous improvement.
• Provide training, coaching, and performance management to ensure the team delivers high-quality support.
• Set clear team goals, monitor progress, and report on team performance to senior management.
• Refine our Onboarding process to support new restaurants and set them up for success.
• Identify key metrics and develop strategies to reduce early churn among new restaurant clients.
• Utilize data-driven insights to continuously improve the Onboarding process.
• Work closely with Onboarding, Sales, Product, and Customer Support teams to ensure seamless transition and consistent messaging for new clients.
• Collaborate with the Product team to identify and advocate for features that enhance new client success.

Benefits

• The annual base salary and commission for this role:
• Mexico: $1,150,000 MXN base + $300,000 MXN commission
• Colombia: $235,000,000 COP base + $65,000,000 COP commission
• Comprehensive health coverage
• Unlimited PTO
• Additional perks!

Interview Process

• Recruiter Screen — 30-minute video call to align on your background, what you're looking for, and answer any early questions
• Hiring Manager Screen — 30-minute video interview with the hiring manager to go deeper on your experience and how you work
• Full Interview Round — 1-hour video interview with senior stakeholders on the team covering your skills, approach, and how you'd show up in the role
• Final Round — 60-minute video conversation with a senior leadership member

Notice - Employment Scams

Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.