Mgr, Onboarding

ABOUT SINCH
Sinch’s vision is to connect every business with every customer, everywhere in the world. More than 200,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.
Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.
At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

DESCRIPTION

Position Summary
The Onboarding Manager role is responsible for leading a high-performing team of Voice Onboarding Specialists. This role oversees the end-to-end onboarding and implementation of customer orders, trunking setups, network grooms, and specialized voice migrations, ensuring seamless delivery against strict revenue timelines.
The ideal candidate will combine strong people-leadership skills with deep technical expertise in telecommunications (including VOIP, SIP trunk groups, TDM/IP routing, API Voice, and carrier interconnections). In addition to managing daily team workflows, coaching staff, and tracking performance metrics, the Manager will actively engage with customer counterparts to foster strong relationships, manage expectations, and elevate the overall onboarding experience.

Key Responsibilities & Functions
People Leadership & Operational Management
Team Leadership & Support: Lead, mentor, and support the onboarding team to achieve operational excellence and meet both company and customer milestones.
Workflow Administration: Manage team assignments, balance workloads, conduct quality reviews, and serve as the first point of escalation for team-impacting issues.
Performance Management: Drive team results through active coaching, professional development, and regular performance evaluations against KPIs and SLA objectives.
Roadblock Resolution: Proactively identify and eliminate systemic, cross-functional roadblocks inhibiting team efficiency.
Process Optimization: Identify procedural gaps and champion process improvement initiatives to streamline workflows and improve delivery speed.
Project & Voice Technical Delivery
Revenue Delivery: Ensure team execution aligns with monthly and quarterly revenue realization goals.
End-to-End Implementation: Oversee the collection of customer requirements, solution design validation (in partnership with Solutions Engineering), and project management of onboarding and billing workflows.
Trunking & Routing Administration: Submit and track service orders for new trunk groups, capacity upgrades, and routing changes.
Capacity & Routing Management: Perform traffic analysis, capacity management augments, code management, and monthly LERG reconciliation.
Network & Switch Management: Oversee access homing tandem/host switch routing setups and project-manage both internal and customer network grooms.
Technical Troubleshooting: Handle complex provisioning issues, circuit testing, and escalation management
Database & CRM Integrity: Maintain rigorous data accuracy across Salesforce and internal databases (including CMD).
Reporting & Visibility: Provide and present structured program status reports, KPIs, and operational health updates to executive leadership.

Education & Experience
Education: Bachelor’s degree in Business, Telecommunications, Engineering, or a related field (or equivalent practical experience).
Leadership Experience: 3+ years of formal supervisory, team-lead, or management experience.
Industry Experience: Minimum 5+ years of project or customer management experience specifically within the telecommunications/VoIP industry.
Proven Track Record: Demonstrated success leading complex, multi-stakeholder technical projects and migrations to timely completion.
Technical Systems: High proficiency in Salesforce (strongly preferred) and Microsoft Office Suite (Excel, PowerPoint, Project, Word).
Telecom Domain Knowledge:
Deep understanding of central office infrastructure, colocation, carrier hotels, network architecture, and transport interconnection.
Strong working knowledge of VOIP, TDM & IP networks, switching technologies, SIP protocol, and traffic routing.
Practical experience in capacity planning and traffic analysis.

Interpersonal Skills & Attributes
Professionalism & Credibility: Operate with high integrity and build immediate trust with customers and cross-functional teams.
Autonomous Drive: Proven ability to build an independent, self-motivated team and make sound decisions under pressure.
Strategic Communication: Highly proficient in delivering polished technical and operational presentations to both enterprise clients and internal executive stakeholders.
Problem-Solving Aptitude: Strong analytical mindset with the ability to digest complex technical details and quickly troubleshoot network implementation issues.
Visualized Accountability: Take absolute ownership of team deliverables, prioritizing work effectively in fast-paced, high-pressure environments.
• This role is primarily remote, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO; Seattle, WA

OUR HIRING PROCESS
We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.
We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!

Benefits
• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
• TREAT YOURSELF: We offer discounts on retail, entertainment and more through our Reward+ program.

The estimated total annual on-target earnings (OTE) for this role are $ 140,000 - $175,000. The annual starting base salary for this position is $112,000 - $140,000. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications. In addition to base salary, this position is eligible to participate in the Company’s commission plan, with a target commission opportunity equal to 20% of annualized base salary, subject to the terms of the applicable commission plan.

This role will be accepting applications until 10.05.26. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.