[Hiring] Manager of Implementation & Onboarding @Tilt

Role Description

Tilt is looking for a Manager of Implementation & Onboarding. This role reports to the Director of Customer Experience and oversees the day-to-day execution of Tilt’s customer implementation and onboarding process, ensuring customers launch successfully and understand how Tilt supports their leave management workflows. This role manages and develops the Implementation team, coordinates customer implementations, understands gaps in existing training to support improvements, and holds the team accountable for quality, timeliness, and clear communication.

Working closely with Sales, Product, Leave Support, and Customer Success, the Manager translates department priorities into consistent execution, resolves implementation barriers, and improves processes. The Manager ensures the team understands each customer’s policies and workflows, accurately configures the platform, and prepares customers and internal teams for a successful transition to ongoing support.

Qualifications

• Experience in team management and development.
• Strong understanding of implementation processes and customer onboarding.
• Ability to collaborate with cross-functional teams.
• Excellent communication and problem-solving skills.

Requirements

• Manage, coach, and develop team members through regular one-on-ones, timely feedback, performance evaluations, and development conversations.
• Set clear expectations for implementation quality, customer communication, responsiveness, and follow-through.
• Assign implementations and balance workloads based on customer complexity, team expertise, and available capacity.
• Ensure team members develop strong product knowledge and can translate customer policies and workflows into accurate implementation requirements.
• Address performance gaps promptly and ensure coverage during absences.
• Oversee implementations from Sales handoff through go-live and transition to ongoing support.
• Ensure every implementation has a documented scope, timeline, milestones, owners, and customer responsibilities.
• Confirm customer requirements, policies, and workflows are understood and documented before configuration.
• Ensure configuration reviews, testing, customer training, and required approvals are completed before launch.
• Monitor implementation progress, address delays, and communicate changes to customers and internal stakeholders.
• Join complex customer calls and own implementation escalations through resolution, escalating to leadership when additional support or decisions are needed.
• Partner with Sales to ensure complete, accurate handoffs, including customer goals, purchased services, commitments, and implementation requirements.
• Provide realistic implementation timelines based on scope, dependencies, and team capacity.
• Participate in prospect conversations as needed to explain the implementation process and clarify requirements.
• Identify gaps between sales commitments and implementation capabilities and resolve them with the appropriate leaders.
• Maintain and reinforce standard implementation processes, documentation, templates, and quality checkpoints.
• Identify recurring bottlenecks and implement practical improvements that reduce delays, manual effort, and rework.
• Partner with Operations to adopt automation and AI tools that improve team capacity and consistency.
• Ensure the team follows established service standards and keeps project records current.
• Use customer feedback and implementation data to evaluate whether process changes improve outcomes.
• Coordinate with Product, Engineering, Leave Support, Customer Success, and other partners to resolve implementation dependencies.
• Escalate product gaps and technical barriers with clear descriptions of customer impact, urgency, and required decisions.
• Ensure receiving teams have the documentation, context, and training needed to support customers after launch.
• Confirm ownership and next steps for any approved outstanding items at handoff.
• Maintain internal and customer-facing training resources as products and processes evolve.
• Track team performance against established implementation goals and service standards.
• Maintain visibility into implementation status, capacity, delays, risks, and escalations.
• Provide leadership with clear updates, including corrective actions and decisions needed.
• Use performance trends to guide coaching, workload allocation, and process improvements.

Benefits

• Comprehensive medical, dental, and vision benefits paid at 100% for all employees and 50% for dependents.
• 401k + match (100% match on the first 3%, 50% match on the next 2%).
• $50 monthly to spend on “What Matters Most.”
• Responsible Time Off - take what you need, when you need it!

Company Description

Tilt’s mission is big: make leave not suck. We are building a product that makes it easy for people to switch between work and life. If you join us, you’ll be part of a fearless band of humans helping employers balance empathy with economics. We’re changing the status quo and it’s hard. You should know that now. You should also know that joining Tilt means the opportunity to be a change-maker.

We are a fully remote company. We are committed to being fearlessly flexible and ensuring that all employees are set up and have the autonomy to do their best work, as well as have the balance to care for their health, family and life outside of work. Overall, we trust our team and are focused on outcomes not outputs.

We celebrate and support our differences. We believe in the power of equality which is why we are an equal opportunity employer.