Onboarding Operations Manager

About the role

The Onboarding Operations Manager will own the operational experience from loan approval and deposit payment through to bike delivery and customer onboarding. The role focuses on reducing turnaround times, improving customer experience, and ensuring strong execution across Zeno retail and financing/fleet partners.

Key responsibilities

• Manage and continuously optimise the customer journey from purchase to bike handover and training.
• Lead Onboarding Associates, ensuring high‑quality execution and strict adherence to process.
• Track turnaround times, identify bottlenecks and proactively resolve customer or process issues.
• Work hands‑on with financing and fleet partners to meet agreed service‑level agreements and resolve recurring operational issues.
• Own visibility on onboarding KPIs and drive data‑based process improvements and automation.

Required profile

• 4+ years of experience in operations, sales operations, onboarding, fintech or other high‑volume environments.
• Experience managing or supervising teams with strong ownership of execution and performance.
• Highly analytical, detail‑oriented and strong at problem‑solving and follow‑through.

Required skills

• Excel/Google Sheets
• CRM or workflow tools
• Data dashboards