Reporting into the Head of Marketing, AU, the Onboarding Support Specialist plays a key role in helping new Delivery Partners get started with Client. This role supports the day-to-day management of the in-app onboarding experience - from when someone signs up until they complete their first delivery block. Working closely with the Program Manager, Onboarding, the Onboarding Support Specialist will help identify improvements, keep processes running smoothly, and ensure a great first experience for new Delivery Partners.
Responsibilities
* Own and manage daily onboarding operations, including updating processes, maintaining documentation and SOPs, and collaborating with internal teams and the client to ensure smooth execution.
* Act as the main point of contact for key internal stakeholders, external partners, third-party vendors, and cross-functional teams supporting onboarding activities.
* Help monitor the onboarding journey and recommend improvements to make the process easier and faster for Delivery Partners to get started.
* Track and report on onboarding performance using existing dashboards, highlighting areas that may need improvement.
* Coordinate with Marketing, Tech, and BI teams to manage tasks, timelines, and communications related to onboarding.
* Assist in planning and reviewing communications sent to Delivery Partners during onboarding, ensuring messaging is clear, helpful, and aligned with client brand guidelines.
Skills
* Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
* Experience with project or program management, creating
* 2+ years of program or project management experience
* Knowledge of SQL
* A self-starter who possesses intellectual curiosity, proven track record to deep dive, root cause, and drive business improvements with the customer in mind
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