[Hiring] Director of Partner Onboarding @Outside

Role Description

Travel Group is seeking a highly organized, hands-on Director of Commerce Partner Onboarding to lead the successful implementation and onboarding of new partners across our travel technology platform portfolio. This role will be responsible for managing onboarding operations, developing team capabilities, improving implementation processes, and ensuring partners achieve a successful and efficient launch experience.

The Director of Commerce Partner Onboarding serves as the bridge between Sales, Partner Experience, Product, Engineering, Technical Services, and partner stakeholders throughout the implementation lifecycle. This individual will lead a team of onboarding specialists while remaining actively engaged in strategic implementations, process design, escalation management, and automation initiatives.

The ideal candidate combines strong operational leadership, project management expertise, customer-facing experience, technical aptitude, and a passion for leveraging AI and automation to improve scalability and partner outcomes.

Key Responsibilities

• Onboarding Leadership and Execution
  • Lead, mentor, and develop a team of onboarding specialists responsible for partner implementations.
  • Maintain direct involvement in complex, high-value, and strategic onboarding projects.
  • Establish onboarding priorities, resource allocation, and implementation schedules.
  • Serve as executive escalation point for onboarding challenges and partner concerns.
  • Ensure onboarding projects are delivered on time, within scope, and aligned with partner expectations.
  • Drive accountability through regular project reviews, metrics, and milestone tracking.
• Implementation and Project Management
  • Oversee onboarding of Travel Group products, integrations, and partner configurations.
  • Partner closely with Sales and Partner Services teams to ensure smooth transitions from contract signature through go-live.
  • Develop and standardize onboarding methodologies, templates, and implementation playbooks.
  • Ensure project risks, dependencies, and blockers are identified and addressed early.
  • Facilitate kickoff meetings, executive reviews, and post-launch success discussions when appropriate.
• Process Improvement and Operational Excellence
  • Continuously evaluate onboarding workflows to improve efficiency, quality, and partner satisfaction.
  • Design scalable processes capable of supporting company growth.
  • Establish and monitor onboarding KPIs, SLAs, and team performance metrics.
  • Drive standardization across implementation processes, documentation, and communication practices.
  • Lead initiatives that reduce onboarding cycle time while improving implementation quality.
• AI, Automation and Innovation
  • Identify opportunities to leverage AI and automation to improve onboarding productivity and customer experience.
  • Partner with Product, Engineering, and Operations teams to implement workflow automation and process enhancements.
  • Develop AI-assisted onboarding practices, documentation, knowledge base content, and operational playbooks.
  • Champion responsible adoption of AI tools that improve team effectiveness and scalability.
• Cross-Functional Collaboration
  • Work closely with Product and Engineering teams to improve onboarding readiness and implementation success.
  • Collaborate with Partner Experience and Technical Services teams to ensure smooth post-launch transitions.
  • Partner with Revenue, Operations, and Leadership teams to forecast onboarding capacity and staffing needs.
  • Provide customer and implementation feedback to Product teams to influence roadmap priorities.
• Team Development
  • Recruit, onboard, and develop onboarding team members.
  • Conduct regular coaching, training, and professional development activities.
  • Foster a culture of ownership, innovation, collaboration, and continuous improvement.
  • Build career progression plans and skills development programs for the onboarding organization.

Qualifications

• 7+ years of experience leading software implementation, onboarding, consulting, professional services, or customer success teams.
• 3+ years of people leadership experience.
• Demonstrated success managing cross-functional projects and customer-facing implementations.
• Strong project management and organizational skills.
• Experience managing competing priorities in a fast-paced SaaS environment.
• Excellent communication, presentation, and stakeholder management abilities.
• Strong analytical and problem-solving skills.
• Proven ability to drive process improvement and operational excellence.
• Experience leveraging AI tools and automation platforms to improve business processes.

Preferred Qualifications

• Experience within the travel, hospitality, tourism, lodging, ticketing, or reservation technology industries.
• Experience with enterprise SaaS implementations and integrations.
• Familiarity with Agile methodologies and product development processes.
• Knowledge of CRM, project management, and customer onboarding platforms.
• Experience scaling onboarding or professional services organizations during periods of growth.

Leadership Competencies

• Leads by example and is willing to roll up their sleeves when needed.
• Builds trust with partners and teammates through accountability and transparency.
• Drives execution while maintaining a strategic mindset.
• Embraces innovation and continuous improvement.
• Develops high-performing teams through coaching and mentorship.
• Values collaboration, ownership, and customer success.

Benefits

• This is a fully remote role, and we welcome applicants based anywhere in the United States or Canada.
• Employees can expect to be paid a salary of between $110,000 to $150,000.
• Additional compensation may include a bonus or commission.
• Additional benefits include health care, vision, dental, retirement, Flexible Time Away, sick leave, and more.