Team: Workplace Solutions Client Onboarding  Location: Nashville, TN  Employment Type: Full-time, In-office  Reports To: Deputy Head of Client Onboarding – NAMR

We are looking for an experienced and motivated manager to join our Workplace Solutions Client Onboarding team as Implementation Team Lead in Nashville. This is an exciting opportunity to make a meaningful impact — both on the clients we serve and on the talented team you will lead day to day.

In this role, you will be a close, hands-on leader for a team of Implementation Analysts and Associates responsible for onboarding equity share plan clients. You will oversee the full project lifecycle — from initial setup through go-live — helping your team deliver accurate, timely, and high-quality implementations. Over time, you will develop deep expertise in our equity compensation platform, becoming a trusted subject matter expert and a go-to resource for your team on system configuration and process questions.

You will work closely with the Deputy Head of Client Onboarding – NAMR and a broad network of cross-functional partners — so that you and your team have what you need to succeed. This role is ideal for someone who thrives in a fast-paced environment, genuinely enjoys developing others, and is passionate about delivering an exceptional client experience.

Job Responsibilities

Lead Day-to-Day Team Operations Manage and prioritize the daily workload of Nashville-based Implementation Analysts and Associates. Serve as a close, supportive resource for the team on questions, blockers, and client challenges, working collaboratively to find solutions and keep work moving forward.

Own Project Portfolio Oversight Maintain a real-time view of all in-progress onboarding projects across the team. Proactively identify risks, delays, and bottlenecks and take action to keep projects on track, reducing time to value for clients and ensuring a smooth experience from kick-off to go-live.

Grow into a System Subject Matter Expert Develop a thorough understanding of our equity compensation platform and onboarding systems. Over time, become the team's go-to SME for system configuration, process guidance, and best practices — supporting your team's accuracy and confidence in their day-to-day work.

Ensure Configuration Quality Oversee the accuracy of system configurations completed by the team. Implement and reinforce quality review processes to minimize errors, and partner with team members to resolve issues quickly and effectively.

Champion Client Satisfaction Support your team in delivering a seamless, high-quality client onboarding experience. Monitor client satisfaction and take proactive steps to address concerns early, stepping in to support complex situations as needed alongside your cross-functional partners.

Develop and Inspire Your Team Provide regular coaching, feedback, and development support to analysts and associates. Identify growth opportunities, celebrate progress, and foster a positive, collaborative, and inclusive team culture where people feel supported to do their best work and build long-term careers.

Report and Communicate Progress Track and share regular updates on project status, team performance, and key trends with the Deputy Head of Client Onboarding – NAMR. Use insights to drive continuous improvement and keep stakeholders informed and aligned.

Required Qualifications, Capabilities, and Skills

• Experience in client onboarding, implementation, or project management — ideally in equity compensation, fintech, or financial services

• Prior experience leading, supervising, or mentoring a team (formal or informal)

• Strong organizational skills with the ability to manage multiple projects and priorities simultaneously

• Excellent communication and stakeholder management skills, both written and verbal

• Analytical mindset with strong attention to detail, particularly around system configuration and data accuracy

• Proficiency in Microsoft Excel, Word, and project management tools

• A genuine commitment to delivering a high-quality client experience and building strong relationships

• Curiosity and eagerness to learn new systems and develop deep platform expertise over time

• Bachelor's degree in Business, Finance, Technology, or related field — or equivalent practical experience

Preferred Qualifications, Capabilities, and Skills

• Experience with equity share plan administration or equity compensation platforms

• Familiarity with client onboarding metrics such as time to value and customer satisfaction

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.