: Director of Customer Onboarding
584 Broadway
New York, NY 10012

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BentoBox empowers restaurants to own their presence, profits and relationships. The hospitality platform disrupts third-party services that come between the restaurant and the guest. BentoBox puts the restaurant first and offers tools that drive high-margin revenue directly through the restaurants website. BentoBox is trusted and loved by over 5,000 restaurants worldwide including The Meatball Shop, Joseph Leonard, Union Square Hospitality Group, Major Food Group, Roses Luxury, Eleven Madison Park & many more. Learn more at www.getbento.com

Were looking for a Director of Customer Onboarding who will provide strategic leadership and manage day-to-day functions of our Onboarding department. Reporting to the VP of Customer Success, the Director of Customer Onboarding will oversee a growing team of 20+ employees, playing an active role in their growth and development while ensuring each team member is operating at the highest level. You will partner cross-functionally with leaders from Sales, Ops, Product, Design, Customer Success and Support to ensure the success of every new customer. You will be responsible for the overall BentoBox Onboarding strategy, developing and executing on initiatives to optimize each process while establishing clear goals, performance metrics and KPIs for the team. 

Responsibilities

  • Take complete ownership of our post sale customer journey, making a noticeable impact to key company metrics 
  • Establish quality performance metrics and KPIs to measure success and increase team accountability, aligning these with company goals
  • Manage hiring process and headcount forecasting, ensuring workload is balanced with the teams capacity
  • Actively identify cross-functional process roadblocks and develop actionable solutions
  • Lead strategic initiatives and pilots across the department, set priorities and determine needed trade-offs
  • Build an improved team structure that continues to evolve and grow with our business 
  • Be the voice of our customers and partner with key internal stakeholders to improve the customer experience
  • Create, maintain, and enforce departmental best practices, policies and procedures
  • Provide direct leadership and guidance to the Onboarding department, acting as a positive role model, mentor and team advocate
  • Uphold BentoBoxs core mission, vision and values

Skills & Attributes

  • 6+ years leading onboarding, implementation or project management teams at high-growth organizations
  • Experience defining metrics and KPIs while having accountability for program success
  • Ability to prioritize projects and deliver on both tactical objectives and long-term initiatives
  • Effective leader with a proven ability to build, inspire and motivate teams in a dynamic, fast-paced environment
  • Significant amount of experience pulling and analyzing reports to make data-driven recommendations and decisions
  • Confident in the face of ambiguity, not flustered easily and can solve multiple problems in parallel 
  • Organized communicator with superior written, verbal and listening skills
  • Bachelors degree preferred

What We Offer

  • Competitive salary + equity
  • Full benefits (medical, dental, vision, 401(k), commuter benefits, life insurance)
  • Flexible paid vacation
  • Paid parental leave
  • Professional development, growth and support
  • Perks when dining with BentoBox customers such as tip reimbursement
  • Making a positive impact on the hospitality community

BentoBox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Full-time