Team Lead, Onboarding Operations

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

The role you'll play

This role oversees the full launch and onboarding for all ClassPass business verticals including fitness, wellness and food and beverage. The team is responsible for the onboarding experience of our partners.

You deliver against and contribute the team's operating plan, represent Onboarding in the cross-functional forums where Sales, Product, and Operations make decisions about it, and are accountable for the numbers as the Team Lead for Onboarding, you own this team end to end. You partner with the outsourced delivery team's team leads on day-to-day priorities and performance, lead a small internal team of a quality and an enablement specialist, and are the first internal point of contact when a launch is at risk. You support the Manager, Business Operations on larger strategic initiatives and bring data-backed recommendations from the floor. You manage how fast partners launch, how many stall or get sent back, and the quality of what goes live.

You set a high standard and hold the team to it, you build the routines and operating cadences that keep it delivering without you in the room, and you identify and drive improvements to how the team works.

What you'll do

Team goals and cross-functional partnership

• Track, report and contribute to Onboarding's goals and scorecard in weekly business reviews
• Represent Onboarding in cross-functional forums with Sales, Product, and Operations, and follow through on decisions and owners
• Contribute to the plan for reducing delayed and returned launches and execute the team's part of it
• Bring data-backed recommendations on what to automate or improve to the Manager, Business Operations

Vendor performance

• Track vendor performance against SLAs and scorecards, prepare inputs for business reviews, and escalate performance concerns to the Manager, Business Operations
• Work with the vendor's team leads day to day to set priorities, review performance, and agree on corrective action when metrics slip
• Lead as a player-coach: regularly review calls, cases, and templates yourself to find where the team can get better, and turn what you find into coaching, process changes, and training

Daily delivery

• Own time-to-launch, the launch backlog, onboarding speed, and quality and error rates, and act on them daily
• Maintain clear ownership and visibility across the launch queue so at-risk and aging launches are caught and worked early

Capacity planning

• Forecast demand against actual headcount and schedule adherence for the outsourced team using workforce management tools such as Assembled, and adjust staffing and coverage with the vendor ahead of volume changes

Process, quality, and enablement

• Own the onboarding playbooks and SOPs and keep them current as the product and the partner mix change
• Run QA calibration with your quality specialist and the vendor so scoring is consistent and coaching is targeted
• Own the training content the vendor delivers, through your enablement specialist, so agents are always working from current material

Partner escalations

• Act as the first internal escalation point when a launch is at risk, resolve what's in scope, escalate what isn't, and feed what you learn back into process and training

People leadership

• Lead, coach, and develop a small team, a quality specialist and an enablement specialist: set clear expectations, give regular feedback, and manage performance

Experience you bring

• 4 to 6 years in business operations, team management, or operations management, including experience leading people or managing an outsourced or vendor-delivered team
• Direct experience running a customer or partner onboarding team, owning the end-to-end process from signed contract to live, including its speed, quality, and the handoffs into and out of it
• A track record of owning and improving operational metrics such as SLAs, cycle time, backlog, and quality
• Experience managing vendor or outsourced-team performance: setting SLAs, running scorecards and business reviews, and escalating when needed
• Partner with Workforce management on capacity or workforce planning, forecasting demand against headcount and adherence
• Proven experience documenting workflows and processes and running change through a frontline team
• Strong analytical skills, able to turn operational data into decisions
• Clear written and verbal communication with technical and non-technical audiences, including senior stakeholders and external vendors
• Ability to lead cross-functionally through influence and build strong working relationships across teams
• Experience with a CRM, Salesforce preferred, and with data visualization tools such as Tableau
• Thrives in a fast-paced, results-oriented environment, proactive about new initiatives and willing to challenge the status quo

Nice to have

• Onboarding experience across more than one vertical, such as fitness, food and beverage, wellness, or experiences

Scope of supervision

This is the first management level in Business Operations. You work under the general direction of the Manager, Business Operations, make day-to-day decisions within the team's established processes and goals, and play a key role in recruiting, supervising, evaluating, and developing your team. You directly manage a small team of a quality and an enablement specialist and partner with the outsourced delivery team's team leads. Changes to service level goals, job functions, compensation, and anything budget related are agreed with the Manager, Business Operations and department leadership.

Work environment

Remote, United States, working core Mountain Time hours to overlap with all stakeholders is ideal. Occasional early or late calls with the vendor's leadership. Mostly computer-based work with extended periods at a workstation.

Playlist is an Equal Opportunity Employer.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at Playlist, including by auto-dialer.

It is the Company's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of the Company's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $86,475 to $115,300. The total compensation package for this position may also include a performance bonus, benefits and/or other applicable incentive compensation plans

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at The Company, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).

Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.