Director of Onboarding Quality & Readiness

About this Roll (Responsibilities)

The Director of Onboarding Quality & Readiness owns measurable early-life customer outcomes. This role is accountable for improving First Time Right (FTR) and other defined early-life quality KPIs by driving an already first class early life customer experience to new heights. This leader will carry the pen for defining the holistic, cross-functional OB strategy.

This leader partners across Onboarding, Product, Care, and Sales to define readiness standards, build validation into workflows, and eliminate systemic drivers of customer friction.

In this role, you will:

Own Early-Life Quality Outcomes

• Accountable for improving First Time Right (FTR) and defined early-life KPIs
• Drive measurable reduction in preventable F7 and F30 ticket volume per live location
• Quantify onboarding’s contribution to company support volume and customer experience

Define and Enforce Go-Live Readiness

• Establish clear readiness standards across hardware, menu, payments, and integrations
• Implement validation gates to prevent false-positive install completion
• Partner with Product to embed system-based readiness checks into onboarding workflows

Root Cause & Driver Elimination

• Identify top drivers of early-life failure and support contacts
• Lead cross-functional initiatives to eliminate systemic defects
• Distinguish expected early learning from preventable onboarding gaps

Cross-Functional Strategy & Influence

• Partner with Product to connect onboarding inputs to measurable quality outcomes
  Translate early-life failure drivers into roadmap prioritization
• Align with Care and Operations to ensure closed-loop defect correction

Governance & Reporting

• Own onboarding quality reporting and executive updates
• Establish causal measurement linking onboarding improvements to FTR, early ticket reduction, and customer experience outcomes

Continuous Improvement

• Shift focus from reactive issue management to prevention at scale
  Improve performance across attach types (onsite, remote, self-install) through measurable readiness improvements
• Standardize feedback loops from early-life contacts into onboarding design

Do you have the right ingredients*? (Requirements)

• 8+ years leading quality, operations, or product-readiness functions in SaaS or technology environments
• Familiarity with stacking mechanisms (WBR, QBRs, etc) that define operational rhythms
• Proven experience improving measurable customer outcome metrics (e.g., defect reduction, early ticket reduction, customer success KPIs)
• Strong analytical capability; ability to link operational inputs to customer outcomes
• Experience influencing product roadmap through quantified business impact
• Demonstrated success leading cross-functional performance improvement initiatives