ConnectWise is the world’s leading software company dedicated to the success of IT Solution providers. As a company our vision is to power a thriving IT ecosystem that transforms what’s possible for SMBs. How we do this is by empowering IT solution providers with unmatched software, services, and community to achieve their most ambitious vision of success

ConnectWise provides a work environment where each colleague is valued for their perspectives, skills and talents, is treated respectfully, can communicate openly and is encouraged to develop to their full potential as a contributor to the success of the company and the communities we serve. We value our colleagues and offer a competitive benefits package including medical, retirement investment plans, flexible time away, community volunteer opportunities, master’s assistance program and colleague recognition programs.    

General Summary:

The Manager of Onboarding Operations s responsible for leading a global team of entry level to experienced professionals focused on the resolution of partner issues and process improvement. This role supports the Onboarding & Consulting team with the partner escalation process to ensure all partners are satisfied with their experience and relationship with ConnectWise.

Essential Duties and Responsibilities:

• Sets goals and objectives for team members for achievement of operational results
• Supervises support and/or professional level colleagues
• Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders
• Leads and prioritizes the daily activities of the team
• Manages, mentors, and coaches to develop a collaborative and dynamic team
• Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency
• Supports and builds a culture of accountability
• Sets goals and objectives for team members for the achievement of operational results
• Owns short to mid-term execution of functional strategy and the operational direction of the team
• Leads and prioritizes the daily activities of the team
• Manages, mentors, and coaches to develop a collaborative and dynamic team
• Coordinates cross-functional communication to align initiatives and strategies to drive efficiency
• Identifies, recommends, and supports the implementation of various programs to improve results
• Acts as an escalation point to drive resolution in a timely, proactive manner
• Aids with operational issues as they arise with the goal of expanding and optimizing licensed solutions
• Helps foster positive employee, partner, client, and vendor relations while contributing daily to team milestones
• Interviews, selects, and trains colleagues to meet current and future service level and quality goals
• Delivers reports and analysis to help understand the current state and influence future decisions
• Develops career growth and skills development within the teams and strong internal company relationships with other management personnel
• Analyzes metrics and provides operational recommendations to the leadership team

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exceptional leadership and customer service skills
• Willingness to work in a team environment
• Strong organizational skills to give the team direction
• Professional presence suitable for interaction in meetings, in-person, or via email
• Excellent presentation and communication skills
• Ability to address complex problems that often require extensive investigation and analysis
• Willingness to work in a team environment
• Strong organizational skills to give the team direction
• Strong analytical and problem-solving skills
• Ability to work constructively and independently in fast-paced and multi-tasking environment
• Ability to synthesize information from partners and colleagues effectively to make timely decisions
• Proven ability to innovate processes and improve the quality of the partner experience.

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience
• 4+ years of relevant experience
• 2+ years of managerial experience

Working Conditions:

• Onsite/Hybrid/Remote depending on location
• 0-10% travel may be required

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.