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Onboarding and Operations Project Manager

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This global tech company's Technology Adoption Program (TAP) team is looking for a talent who can execute on the plans for recruiting / onboarding customers to the program (SMBs), and can serve as a glue to make sure that the day-to-day tasks aren’t falling through the cracks by the various teams. 

“Onboarding and Operations” Role 

Requirements: 
- Excellent communication and people skills 
o Able to effectively run online meetings, demo software, craft surveys and customer-facing emails which are consistent with standards 

- Strong organizational skills 
o Able to maintain thorough and consistent customer records, regularly monitor and reach out to internal teams to influence their progress on resolving issues 

Familiarity with a variety of productivity tools:

  • Communication tools (i.e. Skype, Slack, Google Hangouts)
  • Project Management (VSTS, MS Project, Jira, TFS, Confluence)
  • Data Analytics (i.e. Tableau, PowerBI)
  • CRMs (i.e SharePoint, Contactually, Dynamics, Zoho)
  • Scheduling Software (i.e. WorkForce, MS Bookings, Mindbody)


Responsibilities: 
- Recruiting: execute on predefined SMB recruiting tasks, regularly report progress/issues 
o Create and distribute surveys 
o Capture responses in each SMB’s record in our customer database 
o Judge responses and reach out appropriately with next steps 
- Onboarding: execute on predefined SMB onboarding tasks, regularly report progress/issues 
o Host web calls with potential SMBs to demo the suite of apps, answer questions 
o Explain the program and expectations, confirm their interest in participating 
o Determine which predefined pod is the best fit for each incoming SMB 
- Operations: execute on predefined SMB operations tasks, regularly report progress/issues 
o Review the customer database on a weekly basis and escalate stale/incomplete records 
o Review the bug dashboard on a weekly basis and escalate bugs over 1 week old 
o Escalate any issues with either the tools or the process to management 

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