Position Summary

The Onboarding Program Manager owns the client onboarding lifecycle end to end, managing an eleven-phase implementation model across roughly twelve weeks from contract signature through to steady state. This role builds and executes integrated launch plans, enforces readiness gates, coordinates cross-functional dependencies across internal departments and client stakeholders, and ensures a seamless handover to steady-state operations.

Responsibilities:

• Build and maintain the integrated implementation plan milestones critical path and dependencies for each launch.

• Run internal and client kickoff meetings and establish governance cadences reporting formats and escalation paths.

• Maintain the RAID log and decision log driving open items to closure.

• Produce weekly status reports for internal leadership and clients and monthly summaries for executive sponsors.

• Own phase checklists and confirm each item has a named owner due date and evidence of completion.

• Chair readiness reviews and make documented go or no go recommendations at each gate.

• Coordinate across Talent Acquisition HR IT Training WFM and Finance to keep schedules aligned.

• Track and escalate client obligations recording client caused delays distinctly from internal delays.

• Run the go live checklist and command center managing launch day communication triage and escalation.

• Monitor service level quality and system stability through hypercare against defined exit criteria.

• Transfer program ownership to steady state operations with completed handovers and formal client acceptance.

• Run structured retrospectives after every launch and convert findings into standard model improvements.

• Maintain the onboarding toolkit including templates checklists RACI frameworks and KPI definitions.

• Migrate and maintain launch processes in monday com building reusable templates.

Requirements:

• Three to four plus years of experience managing projects or client implementations in a PMO transition or program management capacity.

• At least two years running projects end to end as the accountable owner.

• English proficiency at C1 or above written and spoken.

• Demonstrated proficiency with project management tools such as monday com MS Project Smartsheet Asana Jira or Wrike.

• Advanced Excel or Google Sheets skills including multi tab workbooks lookups conditional logic and formula based dashboards.

• Experience coordinating cross functional stakeholders and holding them to committed dates.

• Availability for a hybrid work pattern including on site presence during kickoffs go live weeks and hypercare.

• Availability for occasional extended hours during go live windows aligned to US client time zones.

Nice to Have:

• Background in BPO contact center shared services or outsourced operations including ramp nesting and steady state concepts.

• Direct experience with client facing implementations or transitions.

• Working knowledge of contact center metrics such as service level AHT quality adherence shrinkage and attrition.

• Familiarity with workforce and hiring processes including demand planning recruiting funnels onboarding and training.

• Exposure to ISO 27001 SOC 2 or similar control environments and comfort producing audit evidence.

• Professional Spanish language skills.

• PMP PRINCE2 CAPM Agile or Six Sigma certification.

• Experience introducing project management processes into an organization.

What Success Looks Like:

Achieving high on time gate attainment for readiness gates on the first attempt.

Meeting target timelines from contract signature to go live against agreed baselines.

Reducing the number of readiness exceptions granted per launch.

Maintaining checklist completeness and evidence quality at every stage gate.

Documenting and tracking client caused delay days separately from internal delays.

Obtaining formal client acceptance and successfully closing programs into steady state.