Global Director, Mid-Market Onboarding

Responsibilities

We are representing a confidential hospitality technology organization in their search for a Global Director, Mid-Market Onboarding. In this role, you will own and scale the onboarding function for the fastest-growing and most complex customer segment. You'll lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and a clean transition to account management.

Your key responsibilities include:

• Lead, coach, and develop the Mid-Market Onboarding team—including Onboarding Project Managers and senior coaches—setting clear expectations, performance standards, growth paths, and a culture of accountability and continuous improvement
• Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to account management—diagnosing and fixing execution gaps in training quality, error detection, and deployment velocity
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments that balance customization with scalability
• Establish and own critical metrics: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention—monitoring portfolio health and intervening early on at-risk projects
• Own capacity and staffing planning for the division—forecasting demand, balancing workload across the team, and partnering with leadership on headcount decisions
• Serve as a senior escalation point for complex or at-risk mid-market deployments and partner with account management on clean, trust-preserving handoffs
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management—bridging what gets sold and what gets delivered

What We're Looking For

Required qualifications:

• 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership (experience at a hotel, hotel group, or a PMS/hospitality-tech company required; OTA or travel-distribution experience alone does not qualify)
• Track record of building or significantly improving onboarding and implementation functions and frameworks
• Proven people-leadership experience—hiring, coaching, and developing customer-facing teams in a distributed, global environment
• Strong project-management foundation: scope, milestones, timelines, and risk mitigation applied to complex multi-stakeholder deployments
• Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers
• Ability to move fluidly between strategy and execution—you can design the framework and roll up your sleeves to implement it
• Data-driven approach: comfortable with KPIs, dashboards, and using insights to drive decisions

Bonus qualifications that will make your application stand out:

• Additional language fluency (Spanish, Portuguese) at a business-professional level
• Direct experience onboarding or implementing customers at a hospitality SaaS or PMS company
• Familiarity with property management systems, payments, or hospitality fintech
• Experience building onboarding or implementation functions at a scale-up stage company
• Background working with hotel management companies, small chains, or the consultant ecosystem

How We Work with You

Our talent team at Get A Job.ai partners exclusively with leading organizations to connect exceptional candidates with transformative opportunities. When you apply through our platform at getajob.ai, one of our specialized recruiters will review your profile and conduct an initial screening. If there's a strong match, we'll submit your application directly to our client and guide you through each stage of their interview process.

Please apply only through Get A Job.ai. We ask that you do not contact the client organization directly, as all candidate communication is managed through our recruiting team to ensure the best experience for everyone involved.

Pay

Compensation details will be discussed with qualified candidates during the screening process based on experience and location.

Equal Employment Opportunity

Get A Job.ai is committed to fostering an inclusive recruitment process. We welcome applicants from all backgrounds and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability status, or any other legally protected characteristic.