Manager of Partner Experience & Onboarding

Our Opportunity:

We’re hiring a Manager of Partner Experience & Onboarding to own how Fetch attracts, onboards, and retains service partners who power our network. This role covers both Delivery Partners on the package side and Trash Service Partners on the valet trash side of the business, across every market we operate in. In this role, you will own the strategy, the outcomes, and the quality of the experience a partner has from the moment they find us, through their first block, and every block after that. You decide where we source, how recruitment dollars are spent market by market, what a healthy funnel looks like, and where the onboarding workflow needs to change. You lead the team who executes against that plan. Success looks like consistent schedule fill, partners who move through onboarding without getting stuck, and service partners who think highly enough of Fetch to keep coming back for more work.

What you’ll deliver on the job:

• Own the end-to-end sourcing strategy for Service Partners: where we list, what we spend on recruitment, and how that spend is localized market by market so application volume matches the real capacity needs of each market.
• Own the metrics that define a healthy funnel, including application volume by market, conversion rate through each stage, cost per applicant, cost per activation, and time to first block, and drive every one of them in the right direction.
• Own sustained fill rates across the network, and partner with operations leadership early and directly whenever coverage is at risk in a market.
• Own the onboarding and recruitment workflows end-to-end—optimizing technical efficiency, calibrating screening friction to balance quality and conversion, and leading a targeted multi-channel communications strategy.
• Take a holistic view of the full service partner experience, from application to first block to ongoing work, covering first-day experience, pay transparency, the in-app experience, and support responsiveness, so that partners view Fetch positively, come back for more blocks, and stay on the platform long term.
• Partner closely with Operations leadership to ensure they feel supported, identify the root cause of fill-related issues, and develop a recovery plan for each team as needed.
• Create sustainable feedback loops to consistently evaluate and improve the partner experience, and the ability to report on those findings to leadership in a clear and concise manner.
• Apply strong critical thinking when conversion, fill, or retention degrades: run root cause analysis to find the true driver rather than the symptom, and build a durable fix instead of a temporary patch.
• Lead, coach, and develop the specialists reporting into this role, setting their priorities and raising the ceiling on what this function can deliver.