Mgr, Onboarding

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!

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.

• 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.

• 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:
  
  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…