Manager, Onboarding Operations
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Job Description
Manager leading AMER onboarding operations for Remote’s global employment platform. Improving compliance, team performance, employee experience, and AI-enabled workflows.
Responsibilities:
- Manage a high-volume, regionally aligned operations team supporting employee onboarding across multiple countries.
- Lead, coach and mentor Onboarding Operations Specialists.
- Own team performance, delivery quality, operational targets and service standards.
- Manage motivation, feedback, performance reviews, difficult conversations and conflict resolution.
- Act as an escalation point for complex employee onboarding and operational challenges.
- Collaborate with Managers globally to drive operational change and share good practice.
- Use data to track performance, capacity, quality and risk, providing recommendations to leadership.
- Improve onboarding processes, operational controls, and employee and customer experience.
- Serve as a subject-matter expert on global employee onboarding and escalations.
- Support reporting, audit, compliance and data-integrity initiatives.
- Identify and prioritize opportunities to simplify, standardize or automate workflows.
- Lead adoption of approved AI and automation tools, including training, controls and human oversight.
- Partner with operational excellence, data and technical specialists to define requirements, test solutions and support implementation.
- Measure whether changes improve efficiency, accuracy, quality, capacity, employee experience or customer outcomes.
- Take initiatives from scout to scale and implement sustainable solutions.
- Report to the Senior Manager, Onboarding Operations.
Requirements:
- Demonstrated people-management experience in a high-volume operational environment.
- Experience developing scalable operational processes while maintaining high standards of quality, compliance and employee and customer experience.
- An understanding of employment and/or labour laws, benefits, payroll processes and employment contracts across multiple countries, or the ability to learn these quickly.
- Strong stakeholder-management skills and clear communication during complex or sensitive situations.
- Strong operational judgement, balancing compliance requirements, team capacity, service quality and scalable delivery.
- Comfortable using data to make decisions, monitor performance, identify risks and recommend improvements.
- Comfortable using AI and automation tools to improve productivity, service quality and operational consistency.
- Able to identify repetitive work and process friction suitable for automation or AI-assisted workflows.
- Experience leading change and helping teams adopt new tools or ways of working.
- Able to partner with technical, data or automation specialists to define operational requirements, test solutions and support adoption.
- Sound judgement in the responsible use of AI, including data privacy, security, compliance, accuracy and appropriate human oversight.
- Calm under pressure and able to hold difficult conversations, resolve conflict and escalate appropriately.
- Pragmatic, flexible and able to operate independently in a fast-paced, international and high-growth environment.
- International people operations or HR generalist experience would be well regarded.
- Writes and speaks fluent English; fluency in an additional language is a bonus.
- Experience working remotely is considered a plus, but is not required.
- CV and application must be submitted in English.
Benefits:
- work from anywhere
- flexible paid time off
- flexible working hours (we are async)
- 16 weeks paid parental leave
- budget towards co-working spaces, learning and wellness (including gym memberships)
- mental health support services
- stock options
- home office budget & IT equipment
- life-work balance
- Employee resource groups (Women, Disability, Queer, Minorities in Tech)
- Accommodation support during interviews and beyond
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