Senior Manager, Onboarding

About Us

At Leap, we’re on a mission to transform the home improvement industry - and we want you to be part of that journey. We’re proud to be recognized on the Inc. 5000 and Inc. Regionals lists for 5+ consecutive years, reflecting sustained growth driven by innovation, strong execution, and an incredible team. We build technology that helps contractors work smarter, scale faster, and deliver better experiences to their customers. 
 
When you join Leap, you’ll work alongside curious minds, bold innovators, and thoughtful risk-takers who care deeply about doing great work - and doing it together. Our culture is transparent, supportive, and grounded in approachable leadership. We actively listen to our employees through semi-annual engagement surveys, maintain a strong eNPS score, and consistently act on feedback to improve what’s working and where we can do better. We believe great work happens when people are supported outside of work, which is why we offer comprehensive benefits and wellness resources for you and your family. 
 
Take the Leap today and help shape what’s next.

Position Overview

We are seeking a seasoned Sr. Manager, Onboarding with deep expertise in service delivery and project management within a SaaS environment. This role is responsible for leading a team of customer-facing implementation & product specialists, ensuring consistent delivery of high-quality services across multiple concurrent projects. The ideal candidate will bring strategic oversight, operational excellence, and a passion for customer success.

Responsibilities

Program Oversight

• Develop and own the end-to-end delivery of complex service engagements across multiple customers and verticals.
• Manage a framework for scoping and tracking concurrent projects across multiple customers and specialists.
• Ensure projects are delivered on time, within scope, and aligned with customer expectations and business goals.
• Collaborate with cross-functional leaders to ensure there is clarity and inclusion around the organization of our service delivery work.
• Engage with enterprise level customers for strategic alignment as needed.

Team Leadership & Management

• Manage a team of implementation and product specialists focused on customer implementations and service delivery.
• Hold regular team meetings focusing on performance and trainings.
• Foster a culture of accountability, collaboration, and continuous improvement.

Process & Performance Optimization

• Develop new and refine existing delivery methodologies, tools, and best practices to drive efficiency and scalability within service delivery.
• Monitor KPIs and delivery metrics to assess performance and identify areas for improvement.

Stakeholder Engagement

• Act as a strategic partner to internal teams (Sales, Customer Success, Onboarding, Product, Support) and external stakeholders.
• Engage with customers as needed to ensure a positive experience and outcome during the service delivery.
• Provide senior-level reporting and insights on overall program health, specific project risks, and service delivery performance.

Risk & Issue Management

• Proactively identify delivery risks and implement mitigation strategies.
• Serve as an escalation point for critical project issues.

Qualifications

• 5+ years of experience in program or project management within a SaaS or technology services company.
• Proven track record of leading service delivery teams and managing multiple concurrent customer-facing projects.
• Strong understanding of SaaS delivery models, customer onboarding, and implementation lifecycle.
• Experience with project management tools (e.g., Smartsheet, Asana, Jira, Monday.com).

• Excellent communication, leadership, and stakeholder management skills.
• PMP, PMI-ACP, or similar certification preferred.
• Bachelor's degree in Business, Technology, or related field (Master’s preferred).
  

Required Soft Skills

• Leadership & Influence– Ability to inspire and guide teams, drive alignment, and influence cross-functional stakeholders.
• Emotional Intelligence– Strong self-awareness, empathy, and interpersonal skills to navigate complex team dynamics and customer relationships.
• Problem Solving & Critical Thinking– Skilled at identifying root causes, evaluating options, and implementing effective solutions under pressure.
• Communication Excellence– Clear, concise, and confident communicator across all levels of the organization and with external clients.
• Adaptability & Resilience– Comfortable with ambiguity and change; able to pivot strategies and maintain composure in fast-paced environments.
• Collaboration & Teamwork– Works effectively across departments and geographies, fostering trust and cooperation.
• Customer-Centric Mindset– Deep commitment to understanding customer needs and delivering value through every interaction.

Benefits

We believe in supporting our employees holistically - your health, financial well-being, time to recharge, and overall happiness matter to us. Here’s what you can look forward to:

• Affordable Health & Wellness Coverage– comprehensive and competitive benefits package, starting the first of the month following your hire date.
• Invest in Your Future– 401(k) company match to help you build financial security.
• Time to Recharge– We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays.

• Comprehensive Employee Assistance Program (EAP)– resources to support your mental health, financial well-being, and everyday challenges.
• Exclusive Discounts withLifeMart(via ADP)– save on groceries, restaurants, entertainment, pet insurance, cell phones,child care, and more!
• MoveSpringWellness App– stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!
• Culture & Team-Building Activities– we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!

Join us and experience a company that truly invests in YOU!

Leap is an Equal Employment Opportunity and Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.