Onboarding & Activation Manager

Position Summary:

The Onboarding & Activation Manager is responsible for developing and managing onboarding programs for both employees and customers, ensuring a consistent, efficient, and engaging experience from initial onboarding through successful activation.

Working closely with cross-functional teams, this role creates scalable processes, resources, and communication strategies that improve readiness, accelerate adoption, and enhance the overall onboarding experience.

The ideal candidate is highly organized, operationally minded, customer-focused, and experienced in building programs and processes within a fast-paced environment.

Duties & Responsibilities:

• Lead the design, implementation, and continuous improvement of employee and customer onboarding programs that drive readiness, adoption, activation, and long-term success.
• Develop and manage scalable onboarding frameworks, workflows, activation plans, communication strategies, and supporting resources that create a consistent experience across teams, products, customer segments, and regions.
• Create role-based onboarding pathways, readiness milestones, and success criteria for customer-facing employees and customers, ensuring clear expectations and measurable outcomes.
• Own customer activation initiatives that accelerate adoption, utilization, time-to-first-treatment, and achievement of key onboarding milestones.
• Partner cross-functionally to align onboarding activities and remove barriers to success.
• Establish and monitor onboarding and activation metrics, dashboards, and reporting to measure program effectiveness, identify trends, and drive data-informed improvements.
• Analyze employee and customer feedback, operational performance, and lifecycle insights to identify opportunities that improve onboarding efficiency, engagement, and overall experience.
• Lead onboarding-related process improvement initiatives that enhance organizational effectiveness, customer experience, and employee productivity.
• Other duties as needed or required.