Role: Manager, Onboarding Operations

Manager: VP, Delegation Experience

Direct reports: Team Leads, Onboarding Operation

Role Overview

As the Manager of Delegation Experience Planning & Delivery, you will lead the planning, execution, and continuous improvement of Athena’s Delegation Experience (DX) function. While your initial focus will be scaling and automating our onboarding & matching processes, your remit will expand to include workforce planning, capacity modeling, and tool enablement across the full suite of DX offerings — including Executive Coaching, Delegation Training, and Client Support.

You will manage and develop people leaders, ensure consistent and high-quality delivery across teams, and champion the adoption of automation and tech-enabled solutions to improve front-end client outcomes and back-end team workflows. This role sits at the intersection of people leadership, capacity planning, and systems innovation, enabling Athena to deliver a scalable, world-class client experience at scale.

High-level Responsibilities

Planning & Workforce Management

• Own forecasting, workforce planning, and capacity modeling across the full DX function (Executive Coaching, Delegation Training, Onboarding, and Client Support).

• Partner with Sales, Finance, and broader Member Experience leadership to align resource planning with growth targets.

• Proactively identify risks and bottlenecks in the member journey and implement resourcing solutions.

Delivery & Experience Excellence

• Drive consistent, high-quality delivery of onboarding and other DX services, ensuring seamless client experiences.

• Establish and refine SOPs, playbooks, and QA frameworks across DX functions.

• Use data and frontline insights to optimize workflows and remove sources of friction for members and analysts.

Automation & Tool Enablement

• Lead discovery and deployment of automation and tooling solutions that streamline workflows across the DX function.

• Collaborate with Product/Tech to test, refine, and scale tech-enabled processes.

• Ensure DX teams are equipped with systems that drive efficiency, visibility, and client outcomes.

Team Leadership & People Management

• Manage and develop Onboarding Team Leads (with scope to expand across DX functions).

• Foster a culture of coaching, ownership, and continuous improvement.
  Lead structured routines to track KPIs, pipeline health, and performance across teams.

• Represent the DX function in cross-functional leadership forums, bringing insights from across the member journey.

Cross-functional Partnership & Influence

• Act as the primary DX liaison with Sales, Billings, Product/Tech, and Member Support to align on capacity, tooling, and delivery priorities.

• Drive strategic influence by representing DX needs and opportunities in senior leadership forums, ensuring that planning and decision-making reflects client experience priorities.

• Ensure company-wide visibility into DX insights and metrics, translating onboarding, coaching, training, and support data into clear narratives that inform business strategy.

• Partner with analytics, product, and operations teams to integrate DX performance metrics into Athena’s broader dashboards, reporting systems, and OKRs.

Stakeholders

Delegation Experience Team, Sales Team, Billings Team, Operations Team, Clients, XPs

Qualifications

• 5+ years of experience in operations, customer onboarding, customer success, or program management roles, ideally in high-growth or tech-enabled service environments

• 3+ years of experience directly managing people managers or multi-level teams

• Demonstrated experience owning or heavily contributing to tech automation discovery and implementation, preferably in collaboration with product/engineering

• Proven track record developing process playbooks, change management strategies, or organizational scaling frameworks

• Strong proficiency with forecasting, capacity planning, and workforce modeling using tools like Google Sheets, Airtable, or BI dashboards

• Experience working in or with startups, B2B SaaS, service marketplaces, or tech-enabled services is a strong plus

• Familiarity with CRM systems (e.g. Salesforce, HubSpot), support tooling (e.g. Zendesk), and collaboration platforms (e.g. Glue, Slack, Notion, Asana)

Competencies and Skills

• Leadership & Coaching: Ability to mentor, support, and drive results through others while fostering team accountability

• Client-Centric Thinking: Deep empathy for the client journey; able to anticipate and respond to needs with agility and care

• Operational Rigor: Strong process orientation and ability to improve workflows through data, feedback, and insight

• Communication: Clear and thoughtful in both verbal and written communications across diverse audiences

• Cross-functional Collaboration: Skilled at working across departments to align on shared outcomes

• Proactivity & Ownership: Takes initiative, solves problems before they escalate, and is committed to continuous improvement

• Analytical Thinking: Able to identify patterns in data, draw conclusions, and inform process improvements

• Tech Fluency: Comfortable working within CRMs, spreadsheets, and other team collaboration tools