Client Operations Onboarding Manager

Title

Client Operations Onboarding Manager

Director of Client Operations

Remote, USA or Any Paul Hood Office

At Paul Hood we are transforming the mid‑market CPA industry with an entirely new model. Our year‑round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long‑term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.

• Ensure onboarding workflows, billing subscriptions, service agreements, and client records are completed accurately prior to handoff for both net new and acquisition clients
• Lead and manage our team of client onboarding specialists (3-5 direct reports)
• Own the coordination with cross‑functional teams to ensure we properly price, scope, create, and send service agreements for our new acquisition clients accurately and efficiently
• Monitor onboarding SLAs, queue health, and process adherence; proactively adjust priorities to meet deadlines
• Identify trends, bottlenecks, and recurring issues impacting onboarding speed, quality, or client experience
• Serve as the first escalation point for complex onboarding, billing, and service agreement issues
• Resolve client‑impacting issues quickly and accurately to minimize rework and friction
• Provide guidance on proper service agreement setup, including pricing structure, templates, and billing rules
• Troubleshoot and correct agreement errors (pricing, signers, billing subscriptions, service configuration)
• Partner with Sales and Client Success to ensure clean, consistent handoffs and aligned client expectations
• Lead day‑to‑day onboarding team operations, including workload balancing, prioritization, and performance oversight
• Monitor team capacity and onboarding queues, adjusting assignments to maintain efficiency and SLA adherence
• Coach and develop onboarding specialists to improve accuracy, confidence, and process consistency
• Surface risks, capacity concerns, and performance trends to the Director of Client Operations
• Partner with Client Ops team members to document, refine, and improve onboarding processes and workflows
• Identify system issues or bugs impacting onboarding and escalate appropriately with clear documentation
• Support training across teams (Sales, CX, Onboarding) to reinforce correct processes and reduce errors

• High school diploma or equivalent required; bachelor’s degree preferred
• 2+ years of experience managing or leading a team in a high‑volume, process‑driven environment
• Strong background in workflow management, including queue based work or operational process execution
• Experience with service agreements, billing systems, or subscription based services preferred
• Familiarity with CRM or workflow management tools (e.g., Qount or similar platforms) preferred
• Experience training or coaching team members on processes, tools, and quality standards preferred

• You identify process gaps and implement improvements that increase efficiency and accuracy.
• You handle escalations effectively, resolving complex operational or client issues with confidence.
• You collaborate cross‑functionally, partnering with teams such as Sales, Client Success, and Operations to drive results.
• You have strong data awareness, monitoring SLAs, tracking performance, and identifying trends to inform decisions and improvements.
• You have a sharp eye for detail and proactively identify issues before they escalade.
• You lead hands‑on, balancing direct execution with coaching and developing others.
• You are process‑driven, continuously improving workflows to reduce errors and increase efficiency.
• You remain calm under pressure, effectively managing escalations and high‑volume workloads.
• You communicate clearly, translating complex processes into actionable guidance for teams and partners.
• You take ownership of outcomes, following through on commitments with accountability and reliability.
• You collaborate effectively,…