Senior Manager, Customer Onboarding

Senior Manager, Customer Onboarding
DISHER is currently partnering with a leading supply chain solutions company on their Senior Manager, Customer Onboarding opportunity. In this role you will build and lead a scalable customer onboarding function that delivers complex, cross-functional customer implementations successfully. This leader will combine hands-on programe delivery with people leadership, portfolio governance, capacity planning and proactive executive communication. The role is designed to create an onboarding operating engine that runs consistently, surfaces risks early and scales with business growth.

What it's like to work here:

This organization fosters a dynamic and innovative work environment that champions collaboration and growth. As a leader in supply chain solutions, they prioritize creativity and flexibility, empowering their team members to think outside the box and drive impactful results. Here, your ideas can shape the future of global supply chain management, and be part of a team that’s passionate about delivering exceptional service to their clients worldwide.

What you will get to do:

Customer Onboarding Delivery

- Personally lead the most complex, strategic or high-risk customer implementations as a hands-on program leader.

- Convert commercial commitments and customer expectations into clear scope, outcomes, milestones, responsibilities, dependencies and acceptance criteria.

- Coordinate execution across Operations, Technology, Product, Customer Success, Finance and other functions required for a successful launch.

- Maintain strong customer-facing governance, decision discipline and communication throughout implementation.

- Ensure operational readiness, transition planning and post-launch stabilization are built into each onboarding plan.

Portfolio, Capacity and Governance

- Maintain an integrated view of active onboardings, expected pipeline demand and the resources required to deliver them.

- Identify capacity constraints early and recommend staffing, sequencing or prioritization actions before commitments are at risk.

- Establish a practical governance cadence for project health, portfolio reviews, pipeline readiness and executive reporting.

- Define and monitor measures for schedule, scope, readiness, risk, customer outcomes, resource capacity and post-launch stability.

- Analyze patterns across implementations to improve forecasting, reduce recurring issues and increase delivery efficiency.

People Leadership

- Directly manage the current onboarding project manager and future onboarding team members.

- Set clear expectations, outcomes and measures for the team; provide regular coaching, feedback and development.

- Assign work based on complexity, capacity, customer needs and individual capability.

- Build team capability in customer leadership, risk management, escalation, executive communication and cross-functional delivery.

- Support recruitment and onboarding of additional team members as the portfolio grows.

Risk, Decision and Executive Communication

- Create early-warning signals for delivery, scope, resource, dependency and customer risks.

- Escalate with a clear statement of the issue, business impact, decision required, owner and recommended action.

- Provide concise portfolio reporting that distinguishes facts, assumptions, decisions, commitments and unresolved risks.

- Facilitate difficult cross-functional decisions and hold owners accountable for timely follow-through.

What will make you successful:

Required Qualifications

- Bachelor’s degree in business, operations, supply chain, technology, project management, or a related field, or equivalent relevant experience

- Experience with deals of $10M+

- Active PMP certification

- Advanced, hands-on proficiency with project management tools such as Smartsheet (highly preferred) or equivalent: project plans, dependencies, dashboards, reports, portfolio views, and executive status report