Key Responsibilities & Accountabilities

Onboarding & Integration Ownership (30/60/90-Day Journey)

Own and facilitate the new hire's 30/60/90-day onboarding and integration program, from Day 1 through full integration into Operations.
Serve as the single point of contact and advocate for every new hire throughout their onboarding journey - the person they can always turn to.
Map the end-to-end new hire journey and design a personalized itinerary for each milestone (Day 1, Day 30, Day 60, Day 90), the way a concierge tailors a guest's stay to their needs.
Continuously refine the onboarding journey based on what you observe and hear, so every new hire gets a consistently high-touch experience.

Training & Session Facilitation

HR Foundations: Deliver “HR Foundations” onboarding sessions, introducing new hires to company policies, culture, and expectations.
Payroll Modules: Deliver payroll modules, walking new hires through how pay, timekeeping, and related processes work.
New Hire Team Modules: Deliver New Hire team/community modules, connecting new hires to their peer group and support network.
Use every session as a moment to reinforce company culture, vision, and values - not just to transfer information.

Concierge-Style Candidate & Employee Support

Act as the first point of contact for all candidates, guiding them from initial contact through hire with a warm, personalized touch.
Field and resolve payroll-related questions from new and tenured new hires, escalating to the appropriate team when needed.
Support documentation questions and requirements - pre-employment paperwork, compliance documents - ensuring nothing is missing or delayed.
Anticipate new hires' needs before they have to ask - the same instinct a concierge uses - and resolve issues on the spot whenever possible rather than waiting for an escalation.
Handle sensitive payroll, personal, and documentation matters with discretion and professionalism.

Engagement, Feedback & Experience Measurement

Run regular pulse check-ins and short feedback surveys with new hires across the 30/60/90-day journey to gauge engagement and satisfaction.
Watch for early signs of disengagement, confusion, or attrition risk, and flag them before they turn into a no-show or an early exit.
Translate what you hear into concrete improvements to onboarding content, session delivery, or the overall journey.

Culture, Recognition & Community Building

Design welcome rituals and milestone moments (e.g., a Day 1 welcome, a 90-day recognition) that make new new hires feel seen and valued.
Foster a sense of community among new hires through the New Hire team/peer group, encouraging connection beyond the required sessions.
Partner with HR on recognition and engagement initiatives that extend the concierge experience past the 90-day mark.

Cross-Functional Coordination, Compliance & Reporting

Partner with HR, Training, Operations, IT, and Payroll to ensure a seamless hand-off at each stage of the 30/60/90-day journey, including system access and equipment readiness.
Ensure onboarding documentation and practices comply with company policy and applicable contractual requirements.
Maintain accurate records of onboarding milestones, session attendance, and open questions/follow-ups.
Track onboarding metrics - completion rates, time-to-productivity, satisfaction/pulse scores - and share simple, actionable reports with HR leadership.

Main Job Requirements

Experience: 1–3 years of experience in onboarding, HR coordination, employee experience, training facilitation, or a client/candidate-facing service role (e.g., hospitality or concierge), ideally within a BPO or interpretation services environment.
Education: Bachelor's degree preferred, or equivalent practical experience.

Mandatory Technical Skills

Facilitation & Presentation: Comfortable designing and delivering live onboarding/training sessions (HR Foundations, payroll modules) to groups of new hires.
Tools: Proficiency with HRIS/onboarding tracking tools and Excel/Google Sheets for tracking 30/60/90-day milestones.
Employee Experience & Feedback Tools: Comfort running simple pulse surveys or check-ins (e.g., via Forms, or similar) and turning results into next steps.
Service Recovery: A resourceful, customer-focused approach to problem-solving - the same instinct a concierge uses to resolve a request on the spot - applied to new hire questions and blockers.
Industry Knowledge: Familiarity with the onboarding needs specific to new hire roles is a strong plus.
Soft Skills: A genuine service/hospitality mindset - patient, warm, resourceful, and proactive, the instinct a concierge brings to anticipating a guest's needs - paired with discretion, reliability, clear communication, and strong follow-through across a multi-week program.

Nice to Have

Experience in new hire services, healthcare, or language services BPO.
HR & Payroll Fluency: Working knowledge of payroll basics and common new-hire documentation requirements - enough to answer candidate questions confidently and know when to escalate.
Background in hospitality, concierge, or other client-facing service roles - a service mindset transfers directly.
Experience with LMS or onboarding software.
Exposure to employee journey mapping, service design, or engagement/pulse-survey platforms.

Onboarding Concierge Specialist

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