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Global Director, Mid-Market Onboarding

1 hour, 38 minutes ago
Portugal
Full-time
Executive
Operations Manager
Project and Program Management
Machine Learning
Apply Now
Cloudbeds

Cloudbeds

Cloudbeds provides a top-rated hospitality management system for hotels and properties worldwide, offering seamless operations, revenue optimization, and online booking capabilities to enhance guest experiences and drive revenue growth.

Internet Software & Services
251-1K
Founded 2012
$248M raised
View All Jobs 98

Description

  • Lead, coach, and develop Onboarding Project Managers and senior coaches while establishing performance standards, growth paths, and accountability.
  • Own end-to-end onboarding outcomes, including sales handoff, go-live, adoption, and Account Management transition.
  • Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments.
  • Establish and monitor metrics including onboarding velocity, deployment quality, training completion, CSAT/NPS, and early retention.
  • Forecast demand, manage team capacity, balance workloads, and partner on staffing and headcount decisions.
  • Serve as the senior escalation point for complex or at-risk deployments.
  • Partner with Sales, Product, Support, Professional Services, and Account Management to align customer expectations and delivery.
  • Improve training quality, error detection, deployment velocity, customer satisfaction, and retention through continuous improvement.

Requirements

  • 7+ years of experience in hospitality or hospitality technology, including customer onboarding or implementation and team leadership.
  • Experience working at a hotel, hotel group, PMS, or hospitality-technology company; OTA or travel-distribution experience alone does not qualify.
  • Track record of building or significantly improving onboarding or implementation functions and frameworks.
  • Proven experience hiring, coaching, and developing customer-facing teams in a distributed, global environment.
  • Strong project-management skills across scope, milestones, timelines, and risk mitigation for complex deployments.
  • Deep understanding of hotel operations and multi-property, mid-market hospitality customers.
  • Ability to combine strategic planning with hands-on execution.
  • Comfort using KPIs, dashboards, and data to drive decisions.
  • Business-professional fluency in Spanish or Portuguese preferred.
  • Experience with hospitality SaaS, PMS, payments, hospitality fintech, scale-up companies, hotel management companies, small chains, or hospitality consultants preferred.
  • Must be authorized to work in the job location without visa sponsorship.

Benefits

  • Remote-first, remote-always work environment.
  • PTO in accordance with local labor requirements.
  • Fully paid parental leave.
  • Home office stipend based on country of residence.
  • Professional development through Cloudbeds University, manager training, upskilling, and knowledge transfer.

Interested in this position?

Apply directly on the company website

Apply Now

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