TripleTen /Customer Onboarding Team Lead

Նկարագրություն

Պարտականություններ

• Own and improve onboarding KPIs, including student activation, engagement, retention, refund reduction, and time-to-activation.
• Lead and manage 3 onboarding teams with around 35 people in total.
• Analyze onboarding funnel performance and identify friction points.
• Implement data-driven initiatives to improve student outcomes and reduce churn.
• Manage hiring, onboarding, performance reviews, and team development.
• Build a high-performance, student-focused team culture.
• Design and optimize onboarding journeys and engagement strategies.
• Create proactive re-engagement programs for at-risk students.
• Improve operational processes, reporting frameworks, workload management, and tool usage.
• Work cross-functionally with Product, Sales, Retention, Finance, and Student Success teams.

Պահանջներ

• 5+ years of experience in onboarding, customer success, retention, or operations.
• Leadership experience managing large teams.
• Proven track record of improving activation, engagement, retention, churn reduction, and customer satisfaction KPIs.
• Strong people management skills, including coaching and scaling high-performing teams.
• Experience leading teams of 30+ people is preferred.
• Data-driven mindset with the ability to analyze funnels and performance metrics.
• Experience building onboarding processes, workflows, reporting systems, and scalable operational frameworks.
• Strong cross-functional collaboration skills.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to manage escalations and drive continuous improvement.

Հմտություններ