Onboarding Operations Tech Lead

Role overview

Lead the operational systems and processes that support global customer onboarding, helping users complete verification, compliance, and platform-readiness steps with minimal friction. This role combines operations leadership, workflow design, data analysis, and technical translation, serving as a bridge between frontline teams, product, engineering, legal, trust, and go-to-market functions.

Responsibilities

- Own the onboarding operations roadmap, including standard operating procedures, service-level agreements, governance, and scalable controls. - Analyze operational telemetry, activation funnels, drop-off patterns, and performance metrics to identify friction and design targeted interventions. - Partner with Product and Engineering to develop self-service onboarding tools, automated verification checks, and structural platform improvements. - Translate APIs, technical releases, and engineering changes into practical workflows, guidance, and training for operations teams. - Manage escalations involving complex or high-value onboarding cases, coordinating risk decisions with Legal, Trust & Safety, and commercial stakeholders. - Create runbooks, playbooks, enablement materials, and training frameworks while mentoring less-experienced operations team members.

Requirements

- Bachelor’s degree in a business or technology field, or equivalent practical experience. - At least 6 years in operations, implementations, customer onboarding, or program management within technology, SaaS, fintech, or similarly complex digital environments. - Experience building operational frameworks, workflows, and policies in ambiguous or newly forming environments. - Demonstrated success partnering with Product and Engineering to automate manual operations. - Strong data fluency, including experience with SQL and analytics or visualization tools such as Looker, Tableau, Snowflake, or comparable platforms. - Excellent written and verbal communication, with the ability to explain technical workflows to non-technical audiences and work independently under tight service-level requirements.

Nice to have

- Proficiency with SQL, Python, or workflow automation platforms for manipulating large datasets and automating tasks. - Experience with identity verification, KYC, regulatory compliance, or onboarding controls. - Knowledge of Lean, Six Sigma, or Agile process-improvement methods. - Experience creating and scaling training programs for junior operations staff.

Benefits and work setup

The position is remote, with location restrictions in parts of California, and anticipates approximately 10% travel for team, customer, or other in-person meetings. The source describes benefits that may include healthcare, retirement savings, paid time off, parental and wellness leave, and potentially equity or bonus eligibility, with offerings varying by location.