Senior Manager of Onboarding Enablement and Quality Excellence

Join us in creating a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for everyone.
Position Summary:
As a vital member of our Customer Onboarding Business Transformation team, the Enablement and Quality Excellence (EQE) Leader will develop and implement strategic frameworks aimed at empowering Customer Onboarding teams to provide an exceptional onboarding experience. This pivotal role will enhance service delivery quality, promote cross-functional collaboration, and ensure that all onboarding resources are well-equipped with the knowledge, tools, and support necessary for measurable success.
The Senior Manager will spearhead initiatives centered on employee development, accountability, and high-quality standards across the Customer Onboarding function. By leveraging enablement strategies and data-driven insights, this position will ensure a seamless and value-driven customer experience, aligning closely with our mission to be a trusted partner delivering efficient and effective onboarding solutions. The role emphasizes cultivating a culture of operational and quality excellence, where Onboarding Success Managers and supporting experts collaborate to surpass customer expectations at every touchpoint.
Reporting to the Executive Director of Customer Onboarding Process Transformation, the EQE Leader will embrace a people-centric approach, driving collaboration, optimizing processes, and delivering innovative solutions that align with our business goals, enhancing the overall customer journey.
KEY RESPONSIBILITIES:
Enablement Strategy for Onboarding Team Members:

Develop and implement programs that empower individuals with the necessary skills and knowledge for success.
Design custom learning pathways, onboarding programs, and skill development plans specifically for Customer Onboarding personnel.
Identify obstacles to individual success and implement proactive solutions.

Quality Measurement and Enhancement:

Establish and maintain key performance indicators (KPIs) to evaluate the quality of individual contributions across Customer Onboarding.
Implement frameworks for regular performance feedback and personal development linked to measurable quality outcomes.
Ensure alignment with regulatory and quality standards relevant to the organization.

Continuous Learning and Improvement:

Build a culture of learning by promoting knowledge-sharing opportunities, workshops, and feedback sessions.
Encourage the adoption of a growth mindset, promoting professional development pursuits.
Monitor individual performance trends and address areas for improvement through targeted enablement initiatives.

Data-Driven Enablement:

Utilize analytics to identify performance trends and quality metrics.
Leverage data to inform decision-making and provide actionable recommendations to individuals and leadership.
Present enablement and quality insights regularly to stakeholders to demonstrate impact and achieve alignment.

Operational and Process Excellence:

Collaborate with various teams to streamline workflows and reduce inefficiencies in Onboarding operations.
Create tools and resources that support high-quality outputs, including documentation, playbooks, and best practices.
Facilitate the adoption of technology and systems that promote operational excellence.

Collaboration and Advocacy:

Partner with the Employee Enablement team to design and deliver comprehensive onboarding programs focused on customer engagement skills.
Cultivate a continuous improvement culture emphasizing quality control and customer outcomes.
Oversee and update Customer Onboarding knowledge bases and training materials as processes, products, and policies evolve.
Create quality scorecards and performance metrics to assess employee engagements across customer interaction channels.

EDUCATION & EXPERIENCE:
Bachelor's degree required
5+ years of experience in SaaS, FinTech, or healthcare technology operations, focusing on enablement and quality management
3+ years in a leadership role dedicated to enablement, quality management, or operational excellence, preferably within a SaaS healthcare context
Proven track record in business transformation and rapid tactical execution
Demonstrated success in developing people-centered enablement strategies
Strong analytical skills with the ability to turn data into actionable insights
Excellent communication and interpersonal skills to engage and inspire action among team members
Experience with quality management and quality assurance practices
Knowledge of Learning Management Systems, operational metrics, and process improvement methodologies
Strong project management skills (e.g., PMP, Agile) and operational excellence frameworks (e.g., Lean, Six Sigma)
Ability to thrive in a dynamic, fast-paced environment while managing multiple priorities
Proficiency in Microsoft Office Suite and various support tools.
BEHAVIORS AND ATTRIBUTES:
Leadership and Vision:

Inspires the team with a compelling vision for enablement and quality excellence.
Analytical Mindset:

Comfortable interpreting complex data and identifying significant trends.
Resilience and Adaptability:

Maintains composure under pressure, adapting to changing circumstances.
Attention to Detail:

Ensures processes and outcomes meet the highest standards.
Customer-Centric Focus:

Prioritizes customer satisfaction in all enablement and quality initiatives.
Growth Mindset:

Embraces learning and improvement opportunities while encouraging the team to take calculated risks.
For candidates located in California, Colorado, Hawaii, New Jersey, New York City, Westchester County, and Washington, please visit our website for pay range information.
About athenahealth:
Our vision:

To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Joining athenahealth means becoming part of a dynamic environment dedicated to modernizing the healthcare experience. Our offices across the United States and India are designed to inspire collaboration and innovation. We value diverse perspectives, fostering a culture where every employee feels empowered to bring their best selves to work.
What we offer:

In addition to a comprehensive benefits package, we provide unique perks tailored to each location, enhancing work-life balance and employee engagement.
We are committed to creating opportunities for professional growth and development, encouraging a better work-life balance and facilitating a flexible work environment. athenahealth is proud to maintain a policy of equal employment opportunity and provides reasonable accommodations for applicants with disabilities.