Onboarding Manager

Onboarding Manager

The Onboarding Manager will lead the development and execution of operational solutions for new and existing clients, delivering local and multi-market implementations, including country extensions, service scope expansions, and new solutions rollout. Acting as the project manager for end-to-end client implementations, the position is accountable for scope, timelines, risks, dependencies, governance, and key delivery milestones, overseeing a continuous pipeline of concurrent short and long-term projects. Key aspects of the implementation process include resource planning, project communications, training, onboarding, and integration of the company's operational policies and procedures. The ideal candidate will drive innovation and continuously work to improve service quality and efficiency.

Responsibilities

• Develop and maintain relationships with internal and external stakeholders involved in key projects.
• Identify, define, and implement client deliverables and efficient operational solutions aligned to agreed scope and requirements.
• Navigate LATAM‑specific market, cultural, and regulatory nuances to support successful client implementations and stakeholder alignment.
• Own the end‑to‑end implementation project plan, including scope definition, timelines, milestones, risks, dependencies, and mitigation actions.
• Lead implementation governance, including project setup, status and financial reporting, milestone tracking, risk and issue management, escalation, and stakeholder cadence.
• Consult on production and operational management to identify additional solutions and opportunities for the client.
• Support implementations related to changes in service scope, country extensions, and solution rollouts for existing clients.
• Develop process maps using Lucid Chart, MS Visio, or other available tools.
• Monitor the status of in-scope solutions using Smartsheet, MS Project, or other available tools.
• Partner with internal departments to ensure a smooth transition and rebadging process for current client colleagues.
• Identify, lead, and motivate virtual and/or in person teams to support the successful delivery of all projects.
• Identify inefficiencies and opportunities to streamline internal and client-facing processes and procedures to improve overall workflow and client experience.
• Create and maintain client facing and internal implementation documentation, including action logs, status dashboards, and meeting outputs.
• Create clear and compelling presentations that demonstrate the company's values.
• Undertake implementation, audit, and related project activities throughout the implementation lifecycle.
• Ensure structured handover of implemented solutions to Client Engagement teams, confirming operational readiness at go‑live.

Requirements

• 5+ years of experience in a professional business environment.
• 5+ years of previous client interfacing experience.
• Bachelor’s degree in Business, Economics, Finance, Supply Chain, or a related field required, MBA is a plus.
• Strong experience in project management, ideally managing complex, multi‑stakeholder implementation or transition initiatives.
• Certification in project management or change management (e.G. PMP, Prince2, Agile or equivalent frameworks) is a plus.
• Experience within marketing and creative services, events and retail activations, print management, point‑of‑sale materials, promotional products, or related procurement and outsourcing environments is a plus.
• Business fluency in Portuguese is mandatory, with upper-intermediate business proficiency in English and Spanish for oral communication.
• Professional experience working within the LATAM region, with a solid understanding of local business practices, cultural differences, and market dynamics.
• Knowledge of logistics, international trade, cross‑border transactions, and financial and tax considerations relevant to LATAM operations is a plus.

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