Global Director, Mid-Market Onboarding
Core
Lead and scale the end-to-end onboarding function for mid-market hotel customers, guiding them from contract signature through go-live, adoption, and transition to Account Management.
Role type
Senior Director, Customer Onboarding & Implementation
Builds
Standardized onboarding frameworks, SOPs, and deployment processes for multi-property hospitality clients
Domain
Hospitality Technology (SaaS/PMS)
Required skills
Team leadership and coaching, end-to-end onboarding strategy, project management for complex deployments, data-driven decision making, cross-functional partnership, operational scaling
Preferred skills
Hospitality industry experience, PMS implementation expertise, language fluency (Spanish/Portuguese), scale-up company background
Technologies
Property Management Systems (PMS), Hospitality Fintech
Responsibilities
Lead and develop the Mid-Market Onboarding team; Own onboarding outcomes and deployment quality; Build standardized frameworks and SOPs; Establish and monitor key performance metrics; Plan capacity and staffing; Serve as escalation point for complex deployments; Partner cross-functionally with Sales, Product, and Account Management
Seniority
Director, hands-on leadership