Who You Are

You are a visionary and high-energy leader with a proven track record leading teams and processes in the Employer of Record (EOR) landscape. You don’t just manage processes; you build and scale high-performing teams that turn global expansion into a competitive advantage for our customers. You are a strategic thinker who balances the "big picture" of organizational growth with the precision required for international compliance. A natural mentor and coach, you thrive on developing talent, optimizing cross-functional ecosystems, and serving as a key advocate for the customer experience at the leadership level.

Your Success Profile

What You Will Work on

• Direct a team of International Onboarding Specialists, providing mentorship, performance coaching, and technical escalation support to ensure best-in-class delivery.
• Oversee the end-to-end global onboarding strategy, ensuring that employment agreements, statutory compliance, and benefits are executed flawlessly across diverse jurisdictions.
• Define and monitor key performance indicators (KPIs) and SLAs, identifying bottlenecks and implementing process innovations or automation to drive team efficiency.
• Act as the primary liaison between Onboarding and Sales, Legal, Product, and Operations leadership to bridge experience gaps and influence the long-term product roadmap.
• Spearhead the operational playbooks for new market entries, ensuring the team is equipped with the knowledge and resources to support customers in emerging regions.
• Serve as the final point of resolution for complex, high-value customer accounts, navigating regulatory roadblocks with creative and compliant solutions.
• Partner with Go-To-Market teams to position our customer service and expertise as a key differentiator, helping to win new business and expand the Justworks brand. 
• Lead the team in customer retention efforts to prevent onboarding cancellations, ensuring Justworks customers see the value of the product and Justworks can recognize revenue. 
• Manage team capacity and resource allocation to maintain a high-touch service model during periods of rapid hyper-growth.
• The ability to translate company goals into actionable team objectives and inspire a shared vision of excellence.
• Expert-level critical thinking used to mitigate global compliance risks and make high-stakes decisions that protect both the customer and the organization.
• Commitment to fostering a growth mindset within the team, identifying individual strengths, and building a robust talent pipeline.
• The ability to advocate for the department’s needs and the customer’s voice to executive stakeholders and cross-functional partners.
• Coach, empower, and oversee the team to identify customer needs during the implementation phase, driving commercial outcomes through supplemental services (such as IT provisioning, background checks, and supplemental benefits) to grow international revenue and support EOR ARR goals.
• Other duties as needed based on departmental/organizational needs.

How You Will Do Your Work

As the Manager of International Onboarding, your success is measured not just by what is achieved, but how you lead your team to get there. Your leadership is anchored in the following competencies:

• Consultative - Takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - Being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - The ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - Identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - The innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 8+ years of experience in onboarding, implementation, or global operations, with at least 2-3 years specifically in the EOR industry.
• 2+ years of direct people management experience, with a proven track record of leading remote, hybrid or distributed teams.
• Deep understanding of international labor laws, global payroll nuances, and statutory benefit requirements.
• Proficient in using data and metrics to track team health, customer satisfaction, and operational throughput.
• Proven ability to lead teams through periods of ambiguity, organizational change, or rapid product evolution and growth.
• Exceptional ability to guide customers through the complexities of global scaling.
• Advanced proficiency in JIRA, Zendesk, Salesforce, and Notion is a plus.
• Experience in a high-growth SaaS environment is a plus.
• Ability to travel to International Hubs (Mexico City, NYC, London) as needed to align with regional teams and stakeholders.
• Multilingual fluency is a plus.

The base wage range for this position based in our New York City Office is targeted at $109,000.00 - $136,000.00 per year.

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