Head of Onboarding

As Head of Onboarding
, you will build and lead our regional onboarding team from Jakarta, driving end-to-end implementation across multiple markets and customer segments. This includes planning, installation, integration, go-live, and hypercare.

You’ll be responsible for stabilising onboarding velocity, standardising field execution, and establishing a scalable engine that supports Liven’s next stage of growth.

• Lead the full onboarding lifecycle across Southeast Asia — from planning to go-live
• Build and manage a high-performing Jakarta-based onboarding team
• Develop and enforce onboarding playbooks for SMB, Mid-Market, and Enterprise
• Oversee site readiness, hardware deployment, and vendor coordination
• Run implementation gating and Deal Desk to validate data and solution scope
• Establish onboarding KPIs and governance (velocity, on-time rate, rework, backlog aging)
• Lead tooling efforts — project orchestration, QA, checklists, scheduling, CRM integration
• Manage risks and changes during deployment; lead cutover command centre for major launches
• Collaborate closely with Product, Sales, CS, Finance, and Engineering
• Drive improvements in installation cost/unit and time-to-value

• 15–20 years of experience in onboarding, implementation, or field operations
• 10+ years in leadership roles across hospitality POS, payments, or retail systems
• Experience rolling out platforms across multiple Southeast Asian markets
• Proven track record managing large, distributed teams (including leaders)
• POS / payments / hardware deployments
• Data migration and third-party integrations (PMS, inventory, accounting, ordering)
• Networking, field service, and install logistics
• Strong governance, risk management, and stakeholder communication skills
• Based in (or willing to relocate to) Jakarta

• Change management and continuous improvement (Lean, Kaizen)
• Cutover leadership for complex or high-risk deployments
• Vendor ecosystem and SLA management
• Analytical mindset with forecasting and cohort analytics experience
• Clear and effective communication with executive and board-level audiences