Onboarding Manager

Summary

Join Mercury's rapidly growing Onboarding team as an Onboarding Lead! You'll manage a team of specialists, overseeing their daily success and growth while creating efficient processes and driving continuous improvement. This crucial role involves hiring, performance management, and strategic planning, ensuring the team consistently meets its goals. You'll also serve as the first Weekend Lead, managing weekend operations. The ideal candidate possesses strong leadership skills, experience managing queue-based teams, and a proven ability to solve problems and enhance efficiency. Mercury offers a competitive total rewards package including base salary, equity, and benefits.

Requirements

• Have 2+ years of experience leading queue based teams & a passion for leadership and career development
• Ability to work autonomously while juggling people management responsibilities and multiple projects at a given time
• A strong ownership mindset and high standards of excellence for personal and team performance
• Thrive in a fast-paced, ever-evolving environment, demonstrating adaptability, resilience, and proactive leadership
• Experience in Risk or a demonstrated ability and enthusiasm to quickly learn new domains
• Proven problem-solving skills, focused on enhancing product, team, and process efficiency
• Top notch written and verbal communication skills - exhibiting a strong executive presence and ability to write with clarity and purpose
• Outstanding attention to detail, time management, and the ability to manage multiple projects and priorities effectively
• Delight in providing an exceptional customer experience

Responsibilities

• Help hire and manage a team of Onboarding Specialists, including monitoring metrics, addressing questions, handling escalations, and supporting the team in navigating challenges and ambiguity that may arise
• Conduct regular 1:1s with team members to provide feedback, set goals, and support career development, ensuring the team operates efficiently and effectively
• Serve as the first Weekend Lead, overseeing weekend Onboarding operations, managing a team of weekend specialists, and supporting the broader weekend Onboarding team
• Utilize Onboarding team KPIs and to effectively manage your team and help Onboarding consistently deliver on our goals
• Be fluent in Onboarding processes and proactively identify efficiency gains at scale, collaborating with EPD and strategy partners to drive continuous improvement
• Autonomously manage projects and drive forward results, both with internal stakeholders and third party vendors
• Support strategic planning and team vision by contributing to bi-annual KPI discussions and preparing insights for monthly and quarterly business reviews

Benefits

• Base salary
• Equity (stock options)
• Benefits