Onboarding Operations Manager

Summary

Join Remote as a Manager, Onboarding Operations AMER and make a difference in the global employment space. This role involves managing a high-volume, customer-facing team responsible for onboarding clients' employees. You will need extensive experience in high-volume operations, people management, and scaling operations while maintaining high quality. The ideal candidate is a driven people-leader with deep understanding of Americas employment laws, benefits, and payroll processes. This fully remote position offers a competitive salary and benefits package, including flexible paid time off, flexible working hours, and 16 weeks of paid parental leave.

Requirements

• Demonstrated years of People Management experience in a high-volume operational team, in the Americas region
• Deep understanding of North, South & Central America employment and/or labour laws, benefits/payroll processes, and employment contracts
• Previous experience managing people in the Americas region, and developing operational employment processes in conjunction with team
• A people-first leader that can operate entirely independently and take responsibility for the results of the team
• Strong sense of ownership. Accountable for the performance of your team, and to drive improvement while living Remote’s values
• Calm under pressure and able to hold difficult conversations
• Decision maker. Uses data to drive decision making and escalates where appropriate
• Team orientated, builds trust with direct reports and empowers them to do their best work
• Pragmatic and flexible approach to challenges, able to iterate and think strategically
• Writes and speaks fluent English

Responsibilities

• Provide guidance and mentorship to the AMER Onboarding Operations team
• Ensure the highest quality standards and that targets are met for the AMER Onboarding Operations Specialists
• Motivate your team, hold difficult conversations, resolve conflicts, conduct performance reviews, and provide input into discussions around individual performance
• Act as escalation point for Onboarding challenges arising within AMER, working cross-functionally to ensure solutions are found and improvements implemented. Escalate to leadership where required
• Work collaboratively with Managers within your region, and across others, to instigate and push forward operational change projects
• Utilize data to drive decision making and to track your team’s performance. Produce regular reports for Onboarding Operations leadership, along with recommendations for alignment with our strategic goals
• Continuously identify and implement improvements to our processes, and the customer experience, working collaboratively across teams
• Serve as a subject matter expert on Customer's employee onboarding and escalations, ensuring employee information is current, kept safe, and confidential
• Support reporting, audit, compliance, and data integrity initiatives
• Identify and roll out automation opportunities in existing workflows
• Be able to go from “scout to scale” and actually start things up

Preferred Qualifications

• Previous start-up experience or hyper-growth experience
• Ability to adapt to a fast-paced, international work environment with a passion for making an impact. This is not a corporate environment, this is a modern tech company
• Excited by the constant change and growth working in a startup company brings
• Fluent Spanish and/or Portuguese
• It's not required to have experience working remotely, but is considered a plus
• International people operations experience and an HR Generalist background

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async)
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces