Manager, Website Onboarding

Summary

Join Housecall Pro as a Manager, Website Onboarding, overseeing a team and fostering a culture of innovation in onboarding service professionals to Reserve with Google (RwG). You will personally onboard Pros initially, build onboarding processes, lead and develop your team, drive daily execution of the RwG onboarding pipeline, coach team members, track KPIs, create and implement onboarding frameworks, act as the primary escalation point for issues, collaborate cross-functionally, monitor team performance, participate in hiring and training, and communicate updates. This role requires 2+ years of management experience, 1-2+ years of onboarding and pipeline management, and 1+ year of administrative or data input experience. Google My Business experience is strongly preferred. The role offers a generous benefits program including medical, dental, vision, life, disability, and 401(k), paid holidays and flexible PTO, equity in a rapidly growing startup, monthly tech reimbursements, and a culture of innovation.

Requirements

• 2+ years management experience
• 1-2+ years onboarding and pipeline management
• 1+ years experience in administrative work or data input

Responsibilities

• Personally onboard Pros to RwG during the initial launch phase to gain insights, identify friction points, and iterate on the experience
• Build SOPs, scripts, and frameworks based on real Pro interactions to define a repeatable, scalable RwG onboarding process
• Lead and develop a team of RwG Onboarding Specialists and/or Team Leads as the program scales
• Drive day-to-day execution of the RwG onboarding pipeline, ensuring timely setup and issue resolution for all Pros
• Coach team members on best practices for RwG optimization including business category selection, service area definition, image quality, and compliance with Google’s standards
• Track team KPIs related to onboarding timelines, customer satisfaction, completion rates, and quality of setup
• Create and implement onboarding frameworks, internal documentation, and process enhancements to improve the Pro experience
• Act as the primary escalation point for RwG-related setup or account issues that arise during onboarding
• Collaborate cross-functionally with support, product, sales, and marketing teams to align onboarding strategy with broader business objectives
• Monitor and manage team performance using tools like Salesforce, Google Sheets, and other internal tracking systems
• Participate in hiring, onboarding, and training of new team members to build a best-in-class RwG onboarding function
• Communicate updates to Pros and internal stakeholders across channels including phone, email, chat, and SMS

Preferred Qualifications

• Experience with Google My Business (or other digital listing platforms)
• Website experience
• Experience using Google Sheets and pipeline management via Salesforce
• Ability to manage high performing teams to deliver quality work while hitting KPIs
• Create and follow specific directions while adapting to any changes
• Leader with an interest in growth and curiosity
• Thirst for personal development and improvement, as well as the development and improvement of your team
• Strong communication skills with the ability to create buy-in with offshore teams
• Operational rigor—attention to detail, ability to build repeatable processes, and drive accountability
• Bias toward generating actionable insights based on data and driving results

Benefits

• Health care insurance (medical, dental, vision, disability)
• Employee assistance program
• 401(K)
• Flexible time off
• Paid parental leave
• Tech reimbursement
• Other company benefits