Manager Onboarding Operations AMER

The position

This is an exciting time to join Remote and make a personal difference in the global employment space as a Manager, Onboarding Operations, joining our Onboarding team.

This role manages a high-volume, regionally aligned operations team supporting employee onboarding across multiple countries. The Manager is responsible for people leadership, delivery quality, compliance, operational performance and continuous improvement across the employee onboarding lifecycle.

The role also supports AI, Automation and Operational Excellence by identifying workflow improvements, enabling responsible adoption within the team and partnering with our Experts and Leads on implementation.

This is an ideal opportunity for an experienced people leader who enjoys solving complex operational problems, developing scalable processes and helping teams adopt more effective ways of working. To be successful, you will bring strong operational leadership, sound judgement and a commitment to high-quality employee and customer outcomes.

You will report to the Senior Manager, Onboarding Operations.

Requirements

• Demonstrated people-management experience in a high-volume operational environment.
• A people-first leader who builds trust, empowers others and takes accountability for team performance and outcomes.
• 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, with the ability to work effectively across teams and communicate clearly 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 that may be suitable for automation or AI-assisted workflows.
• Experience leading change and helping teams adopt new tools or ways of working; technical implementation experience is welcome but not essential.
• Able to partner effectively 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.

Key responsibilities

• Lead, coach and mentor an aligned team of Onboarding Operations Specialists, creating an inclusive, high-performing environment.
• Own team performance, delivery quality and achievement against agreed operational targets and service standards.
• Manage all aspects of people leadership, including motivation, feedback, performance reviews, difficult conversations and conflict resolution.
• Act as an escalation point for complex employee onboarding and operational challenges, coordinating cross-functional ownership and escalating to leadership where required.
• Collaborate with Managers globally to drive operational change, share good practice and maintain alignment across regions.
• Use data to track team performance, capacity, quality and risk, providing clear recommendations to Onboarding Operations leadership.
• Continuously identify and implement improvements to onboarding processes, operational controls and the employee and customer experience.
• Serve as a subject-matter expert on global employee onboarding and escalations, ensuring employee information remains accurate, secure and confidential.
• Support reporting, audit, compliance and data-integrity initiatives.
• Identify and prioritise opportunities to simplify, standardise or automate operational workflows.
• Lead adoption of approved AI and automation tools within the team, ensuring appropriate training, controls and human oversight.
• Partner with operational excellence, data and technical specialists to define operational requirements, test solutions and support implementation. The Manager owns the operational problem and team adoption rather than complex technical architecture.
• Measure whether changes improve efficiency, accuracy, quality, capacity, employee experience or customer outcomes.
• Encourage responsible experimentation and continuous improvement without compromising compliance or service quality.
• Take initiatives from scout to scale, moving effectively from identifying opportunities to implementing sustainable solutions.

Practicals

• You'll report to: Senior Manager, Onboarding Operations
• Team: Operations
• Location: AMER
• Start date: As soon as possible

Application process

1. Interview with recruiter
2. Interview with future manager
3. Team Interview
4. Interview with executive
5. Bar Raiser
6. Offer
7. Prior employment verification check(s)