Client Onboarding Manager

**About FareHarbor**

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more) to operate and grow.

With over 20,000 clients across 90+ countries—we're the largest in our industry and shaping the future of travel, together.

Our team is an 'Ohana of 700+ people around the world. We're passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

**FareHarbor Core Values**:

- Think Client First
- We Are One 'Ohana
- Be Curious and Learn
- Own It.
- Act With Integrity
- Embrace the Challenge

**Why FareHarbor?**

Founding FareHarbor required unwavering passion. Turning a start-up into the world's leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we've helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we've known that our real success lies in our people—the **Ohana**.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to work—to believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can't wait to see all that's to come.

**About the Role**:
We are seeking a resilient, self-motivated leader to manage the Client Onboarding Teams. These teams are responsible for training new clients on our proprietary FareHarbor software dashboards, assisting with integrations, and supporting live clients with dashboard updates. This role reports to senior management and involves team leadership, performance analysis, process evaluation, technical software knowledge, and strategic planning to ensure operational success.

**What you'll do here**:
**1. Team Leadership & Development**:

- Provide strategic leadership and direction to the Onboarding Team.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Mentor and develop team members, offering career guidance and professional growth opportunities.
- Conduct regular one-on-one check-ins and performance evaluations to support individual development.
- Ensure alignment with overall department and ownership of Onboarding department progress and contribution towards FareHarbor objectives.

**2. Operational & Performance Management**:

- Oversee day-to-day team operations, ensuring tasks and projects are executed efficiently and accurately.
- Monitor and enforce performance standards through KPIs, SLAs, and measurable objectives clearly communicated to all team members on a regular cadence.
- Track progress on training sessions, dashboard builds, and client go-live timelines. Acting as a point of escalation for all client go live scenarios should the arise.- Must possess comfortability and skills in conflict resolution and deescalation tactics to support this responsibility.
- Identify and address operational bottlenecks, reallocating resources as necessary.
- Utilizing innovation mindset to bring to life new ways of innovating workflow, solving challenges, and/or supporting the client go live journey.
- Work closely with direct reports to ensure deadlines and quality benchmarks are met consistently, and anything that is dropped is managed to a professional standard in line with FH values.

**3. Process Optimization & Strategic Planning**:

- Continuously evaluate and improve onboarding and dashboard build processes for efficiency.
- Implement and regularly update best practices to ensure timely and high-quality service delivery.
- Develop data-driven strategies to enhance team productivity and customer experience.
- Align workflows with department objectives and business priorities.
- Collaborate with senior leadership to drive innovation and operational improvements.

**4. Client Success & Cross-Functional Collaboration**:

- Ensure smooth client transitions from onboarding to Account Management and Support.
- Work closely with the Sales team to facilitate successful client go-lives.
- Serve as a liaison between Onboarding and other departments both in region and global.
- Address complex client