Build and lead a scalable customer onboarding function for complex implementations. Lead strategic customer programs, establish portfolio governance, manage capacity and risks, coordinate cross-functional teams, communicate with executives, and ensure operational readiness and post-launch stability. Manage and develop onboarding project managers while improving forecasting, delivery efficiency, and governance processes.
Senior Manager, Customer Onboarding
DISHER is currently partnering with a leading supply chain solutions company on their Senior Manager, Customer Onboarding opportunity. In this role you will build and lead a scalable customer onboarding function that delivers complex, cross-functional customer implementations successfully. This leader will combine hands-on program delivery with people leadership, portfolio governance, capacity planning and proactive executive communication. The role is designed to create an onboarding operating engine that runs consistently, surfaces risks early and scales with business growth.
What it's like to work here:
This organization fosters a dynamic and innovative work environment that champions collaboration and growth. As a leader in supply chain solutions, they prioritize creativity and flexibility, empowering their team members to think outside the box and drive impactful results. Here, your ideas can shape the future of global supply chain management, and be part of a team that’s passionate about delivering exceptional service to their clients worldwide.
What you will get to do:
- Personally lead the most complex, strategic or high-risk customer implementations as a hands-on program leader.
- Convert commercial commitments and customer expectations into clear scope, outcomes, milestones, responsibilities, dependencies and acceptance criteria.
- Coordinate execution across Operations, Technology, Product, Customer Success, Finance and other functions required for a successful launch.
- Maintain strong customer-facing governance, decision discipline and communication throughout implementation.
- Ensure operational readiness, transition planning and post-launch stabilization are built into each onboarding plan.
- Maintain an integrated view of active onboardings, expected pipeline demand and the resources required to deliver them.
- Identify capacity constraints early and recommend staffing, sequencing or prioritization actions before commitments are at risk.
- Establish a practical governance cadence for project health, portfolio reviews, pipeline readiness and executive reporting.
- Define and monitor measures for schedule, scope, readiness, risk, customer outcomes, resource capacity and post-launch stability.
- Analyze patterns across implementations to improve forecasting, reduce recurring issues and increase delivery efficiency.
- Directly manage the current onboarding project manager and future onboarding team members.
- Set clear expectations, outcomes and measures for the team; provide regular coaching, feedback and development.
- Assign work based on complexity, capacity, customer needs and individual capability.
- Build team capability in customer leadership, risk management, escalation, executive communication and cross-functional delivery.
- Support recruitment and onboarding of additional team members as the portfolio grows.
- Create early-warning signals for delivery, scope, resource, dependency and customer risks.
- Escalate with a clear statement of the issue, business impact, decision required, owner and recommended action.
- Provide concise portfolio reporting that distinguishes facts, assumptions, decisions, commitments and unresolved risks.
- Facilitate difficult cross-functional decisions and hold owners accountable for timely follow-through.
Customer Onboarding Delivery
Portfolio, Capacity and Governance
People Leadership
Risk, Decision and Executive Communication
What will make you successful:
- Bachelor’s degree in business, operations, supply chain, technology, project management, or a related field, or equivalent relevant experience
- Experience with deals of $10M+
- Active PMP certification
- Advanced, hands-on proficiency with project management tools such as Smartsheet (highly preferred) or equivalent: project plans, dependencies, dashboards, reports, portfolio views, and executive status reporting
- 8+ years of progressive project, program, or implementation leadership, including complex customer-facing implementations
- 3+ years of formal people-management experience, including coaching and performance management
- Demonstrated ownership of multiple concurrent implementations or a delivery portfolio
- Experience with capacity planning, resource forecasting, governance design, risk management, and executive reporting
- Proven ability to lead cross-functional teams without relying on direct authority
- Excellent written, verbal, and customer-facing communication skills
- Practical experience using AI-enabled tools to improve project and program delivery, summarizing project information, identifying risks and themes, preparing status communications, and streamlining repeatable administrative work, with appropriate human review and data-handling judgment
- Must have the current and continuing right to work in the United States of America without restrictions or expirations.
- Experience in service logistics, supply chain, field service, SaaS, managed services, or another complex operational environment
- Experience building or materially improving a customer onboarding or implementation operating model
- Experience with enterprise customers, multi-region launches, operational integrations, or high-dependency programs
- Familiarity with HubSpot or equivalent CRM, ERP, service management, and business intelligence platforms
Required Qualifications
Preferred Qualifications
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