Head of Onboarding

Join the revolution in hospitality tech!

Liven is a leading global data, technology, and customer experience provider for the hospitality industry. From humble beginnings, we have grown to serve over 6,000 venues and millions of diners across Australia, the USA, and Southeast Asia, processing over 120 million transactions worth more than $3 billion (AUD) annually.

At Liven, our platform is built to help hospitality businesses save more and work smarter by seamlessly integrating every aspect of their operations — from ordering and payments to back‑of‑house management.

Driven by a deep passion for the hospitality industry, we continuously innovate to elevate the experience for both venues and their guests. Our solutions are powered by AI‑enriched insights and automated workflows, enabling smarter decision‑making and smoother operations at scale.

We’re proud to be an AI‑first organisation. By automating repetitive tasks, we free up space for our teams—and our customers—to focus on what truly matters: solving complex problems, delighting guests, and driving meaningful growth.

• Global Reach: From Melbourne to New York, Singapore to Jakarta, and all the way to Chennai, our presence spans major cities across the globe.

If you're someone who thrives on creativity, bold thinking, and using technology to make things better, faster, and smarter — you’ll feel right at home here.

Liven is hiring a proven Head of Onboarding to lead the full implementation lifecycle of our platform across Southeast Asia. This is a mission‑critical role based in Jakarta, responsible for onboarding execution, team leadership, operational governance, and cross‑functional alignment across POS, payments, integrations, and data systems.

This function cannot be automated. It requires disciplined, hands‑on leadership to manage risk, scale field ops, and align diverse stakeholders with precision. AI and automation will support, but not replace, the impact of this role.

• Build and manage a Jakarta‑based onboarding team across implementation managers and field ops
• Design and enforce segmented onboarding playbooks for SMB, Mid‑Market, and Enterprise venues
• Set and track operational KPIs: on‑time rate, backlog aging, rework %, activation velocity, defect density
• Own Deal Desk and implementation gating: ensure data completeness and scope‑fit before build begins
• Act as deployment command lead during cutover and high‑risk go‑lives
• Oversee tooling: onboarding orchestration, QA workflows, field dispatch, CRM/Billing integrations
• Manage field operations, site readiness, vendor coordination, and installation logistics
• Partner cross‑functionally:
  Sales for smooth handoffs, Product for rollout readiness, Finance for revenue triggers
• Drive down install cost/unit and time‑to‑value through efficiency and vendor SLA management
• Publish onboarding dashboards and lead executive‑level reporting

• 15–20 years of experience, including 10+ in onboarding, implementation, or field operations leadership
• Proven success scaling deployments across Southeast Asia in hospitality, retail, or payments tech
• Strong domain expertise in POS, payments, hardware deployments, data integration, and field logistics
• Track record of managing large teams and hitting SLAs in high‑growth SaaS ($10M+ ARR)
• Deep experience with cross‑functional project governance and executive stakeholder alignment
• Based in (or relocating to) Jakarta

• Command‑centre leadership during enterprise cutovers or high‑risk deployments
• Enterprise change management and stakeholder readiness
• Lean/Kaizen mindset for continuous improvement
• Vendor management and field optimization
• Comfort with cohort tracking, workload forecasting, and operational planning
• Strong executive communication and board reporting