Job Description

The Opportunity

We're looking for a Global Onboarding Domain Manager to join our Global Operations team and own the health, performance, and future evolution of our global onboarding experience.

As the Global Domain Owner for Onboarding, you'll be responsible for ensuring every new customer receives a consistent, efficient, and value-driven onboarding journey, regardless of region. Rather than managing day-to-day onboarding delivery, you'll focus on identifying opportunities to improve customer outcomes, operational efficiency, and commercial performance through data, customer insights, trend analysis, and strategic initiatives.

Working closely with Regional Onboarding teams, Product, Customer Success, Sales, Revenue Operations, Enablement, and Engineering, you'll shape the future of onboarding by creating scalable global processes, optimising tooling, and influencing the product roadmap. Success in this role is measured not just by how onboarding performs today, but by how you continually improve it for tomorrow.

If you're a strategic, customer-obsessed leader who enjoys solving complex operational challenges and delivering measurable business impact, we'd love to hear from you.

What You’ll Do

• Strategic Enablement & Revenue Impact: Lead the four core pillars of the onboarding domain — Measure performance through metrics, Understand root causes and trends, Improve customer adoption and time-to-value, and Influence the future onboarding experience across Product and Operations.

• Process Optimisation: Design, improve, and standardise onboarding processes across regions. You will create scalable workflows, frameworks, documentation, and governance models to eliminate inefficiencies, build team productivity, and balance global consistency with local market nuances.

• Tooling & Systems Ownership: Own and optimize the onboarding tooling stack so teams operate effectively at scale. You'll partner with Operations, Product, Data, and Engineering to enhance system capabilities, reduce manual effort, improve visibility into customer health, and automate workflows.

• People Leadership: Lead, coach, and develop a high-performing team in alignment with Phorest’s values.

• Cross-Functional Collaboration: Act as a key partner across Onboarding, Customer Success, Sales, Product, Operations, Data, and Enablement. You will advocate for regional needs, align initiatives with global strategies, support Premium & Enterprise paths, and ensure a seamless customer journey.

• Data, Insights & Continuous Improvement: Define and track KPIs, build business cases, and run Domain Business Reviews to give leadership complete confidence in domain health. Use data-driven insights to reduce customer effort, accelerate live dates, increase CSAT, and drive feature activation.

What You Bring

• Ideally 8+ years prior experience in onboarding, customer operations, or customer success programmes within a SaaS environment.

• 3+ years of proven people leadership experience, with a track record of developing and coaching high-performing teams.

• Strong strategic and operational thinking with the ability to balance high-level framework creation with hands-on execution in a fast-paced environment.

• A data-driven mindset with strong analytical and problem-solving capabilities, using customer and operational data to spot trends and drive measurable results.

• Excellent stakeholder management and communication skills, with a track record of influencing cross-functional teams (Product, Sales, CS, Operations) without direct authority.

• Experience driving operational excellence, process optimisation, and continuous improvement across complex global environments.

• Strong commercial awareness and deep understanding of SaaS customer lifecycle metrics (CSAT, churn, time to value, feature activation).

• Confidence with executive presentations and leading structured business reviews to influence strategic decision-making.

• High level of ownership and accountability, with a collaborative growth mindset focused on supporting and developing teams.