Head of Global Onboarding Operations

🔥 0 minutes ago

🌐 Ireland, United Kingdom – Remote

🇮🇪 Ireland – Remote 🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Phorest Software

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

💼 Consulting

📣 Marketing

🏥 Healthcare

💰 $12M Debt Financing - Phorest on 2022-03

Consulting • Marketing • Healthcare

Phorest Software is a software company that builds and delivers a cloud-based platform to support salons and businesses in the beauty industry. Founded in 2002, Phorest provides salon management tools including bookings, payments (PhorestPay), client management, marketing and analytics, serving thousands of salon customers globally while emphasizing community, sustainability and employee culture. The company operates as a B2B SaaS provider with a distributed, growth-focused workforce of 400+ employees.

📋 Description

• Own the health, performance, and future evolution of the global onboarding experience • Ensure consistent, efficient, and value-driven onboarding journeys for new customers across regions • Identify opportunities to improve customer outcomes, operational efficiency, and commercial performance • Lead the four core onboarding domain pillars: measure performance, understand root causes and trends, improve adoption and time-to-value, and influence the future onboarding experience • Design, improve, and standardise onboarding processes across regions • Create scalable workflows, frameworks, documentation, and governance models • Own and optimise the onboarding tooling stack • Partner with Operations, Product, Data, and Engineering to enhance systems, reduce manual effort, improve customer-health visibility, and automate workflows • Lead, coach, and develop a high-performing team • Collaborate with Onboarding, Customer Success, Sales, Product, Operations, Data, Enablement, Revenue Operations, and Engineering • Advocate for regional needs and align initiatives with global strategies • Support Premium and Enterprise onboarding paths • Define and track KPIs, build business cases, and run Domain Business Reviews • Use data-driven insights to reduce customer effort, accelerate live dates, increase CSAT, and drive feature activation

🎯 Requirements

• Ideally 8+ years of prior experience in onboarding, customer operations, or customer success programmes within a SaaS environment • 3+ years of proven people leadership experience • Track record of developing and coaching high-performing teams • Strong strategic and operational thinking • Data-driven mindset with strong analytical and problem-solving capabilities • Excellent stakeholder management and communication skills • Experience influencing cross-functional teams without direct authority • Experience driving operational excellence, process optimisation, and continuous improvement across complex global environments • Strong commercial awareness • Deep understanding of SaaS customer lifecycle metrics, including CSAT, churn, time to value, and feature activation • Confidence with executive presentations and leading structured business reviews • High level of ownership and accountability • Collaborative growth mindset • Ability to balance high-level framework creation with hands-on execution in a fast-paced environment

🏖️ Benefits

• Flexible work arrangements • Opportunities for skill enhancement and career advancement • Opportunities to attend industry events like ShipitCon • Collaborative, diverse, and inclusive work environment • Culture of learning and growth • Personal and professional growth support • Mentorship and continuous learning opportunities