Director of Customer Onboarding at BentoBox

| Greater NYC Area | Remote
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BentoBox empowers restaurants to own their presence, profits and relationships. The hospitality platform disrupts third-party services that come between the restaurant and the guest. BentoBox puts the restaurant first and offers tools that drive high-margin revenue directly through the restaurant’s website. BentoBox is trusted and loved by over 7,000 restaurants worldwide including The Meatball Shop, Joseph Leonard, Union Square Hospitality Group, Major Food Group, Rose’s Luxury, Eleven Madison Park & many more. Learn more at www.getbento.com

We’re looking for a Director of Customer Onboarding who will provide strategic leadership and manage day-to-day functions of our Onboarding department. Reporting to the VP of Customer Success, the Director of Customer Onboarding will oversee a growing team of 25+ employees, playing an active role in their growth and development while ensuring each team member is operating at the highest level. You will partner cross-functionally with leaders from Sales, Ops, Product, Design, Customer Success and Support to ensure the success of every new customer. You will be responsible for the overall BentoBox Onboarding strategy, developing and executing on initiatives to optimize each process while establishing clear goals, performance metrics and KPIs for the team. 

Responsibilities

    • Take complete ownership of our post sale customer journey, making a noticeable impact to key company metrics 
    • Establish quality performance metrics and KPIs to measure success and increase team accountability, aligning these with company goals
    • Manage hiring process and headcount forecasting, ensuring workload is balanced with the team’s capacity
    • Actively identify cross-functional process roadblocks and develop actionable solutions
    • Lead strategic initiatives and pilots across the department, set priorities and determine needed trade-offs
    • Build an improved team structure that continues to evolve and grow with our business 
    • Be the voice of our customers and partner with key internal stakeholders to improve the customer experience
    • Create, maintain, and enforce departmental best practices, policies and procedures
    • Provide direct leadership and guidance to the Onboarding department, acting as a positive role model, mentor and team advocate
    • Uphold BentoBox’s core mission, vision and values

Skills & Attributes

  • 6+ years leading onboarding, implementation or project management teams at high-growth organizations
  • Experience defining metrics and KPIs while having accountability for program success
  • Ability to prioritize projects and deliver on both tactical objectives and long-term initiatives
  • Effective leader with a proven ability to build, inspire and motivate teams in a dynamic, fast-paced environment
  • Significant amount of experience pulling and analyzing reports to make data-driven recommendations and decisions
  • Confident in the face of ambiguity, not flustered easily and can solve multiple problems in parallel 
  • Organized communicator with superior written, verbal and listening skills
  • Bachelor’s degree preferred

What We Offer

  • Competitive salary 
  • Full benefits (medical, dental, vision, 401(k), commuter benefits, life insurance)
  • Flexible paid vacation
  • Paid parental leave
  • Professional development, growth and support
  • Perks when dining with BentoBox customers such as tip reimbursement
  • Making a positive impact on the hospitality community

BentoBox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • FigmaDesign
    • AsanaManagement
    • JIRAManagement
    • SalesforceCRM

Location

584 Broadway, New York, NY 10012

An Insider's view of BentoBox

What’s the vibe like in the office?

The vibe in the office is amazing and the camaraderie is unmatched. You really feel like you are part of a huge family. Everyone has a smile on their face and is always willing to help make you feel comfortable.

JR

Sales Specialist

What's the biggest problem your team is solving?

We're literally helping restaurants, bars, cafés, coffee shops, restaurant groups, catering companies, food trucks, lobster shacks and fast casual spots all succeed in their mission of hospitality. That, and helping them drive revenue to help their bottom line.

Pat

Sales Team Lead

What makes someone successful on your team?

Our most successful team members have a “do whatever it takes” attitude because they put the customers first. They exhibit relentless perseverance in the face of adversities. It can be scary and exhausting, but it’s also thrilling and rewarding.

Melissa

Onboarding Manager

What is your vision for the company?

Our vision is to be the technology that elevates every interaction between the restaurant and its guests.

Krystle Mobayeni

CEO

How has your career grown since starting at the company?

I came from a bartending career working for Union Square Hospitality Group, specifically at Gramercy Tavern. Working as a sales specialist at BentoBox has been an entirely unique learning experience in communicating with restaurant owners and management. I've quickly been able to gain an even wider set of outreach skills.

Ali

Sales Specialist

What are BentoBox Perks + Benefits

BentoBox Benefits Overview

At BentoBox we care about you, your well-being, and your future. We provide comprehensive benefits including full health insurance (Medical, Dental, Vision), 100% healthcare premium cost coverage, 401k match, Unlimited PTO, and remote working support.

Culture
Partners with Nonprofits
BentoBox has partnered with nonprofits such as the Food Education Fund, The Okra Project, and No Kid Hungry.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
BentoBox is committed to fostering, cultivating and preserving a culture of diversity, equity, and inclusion.
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
BentoBox sponsors an office kickball league!
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
BentoBox offers an annual Learning and Development stipend that employees can put towards continuing education, conferences, and more.
Diversity Program
Cross functional training encouraged
Promote from within
Continuing Education stipend
BentoBox offers a yearly learning stipend to help employees with their professional growth.
Online course subscriptions available

Additional Perks + Benefits

One perk that is unique to BentoBox? Employees can expense their tip at ANY BentoBox restaurant, and with 7000 customers and counting, that's a lot of dough.

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