Job Title

Overview At RMS, our people build scalable technology for the hospitality industry worldwide. We are in a high growth, high impact phase, applying data and AI to how we design, build, and evolve our SaaS platform. We are building for scale, speed, and long term innovation. At RMS, every person is empowered to own their space, challenge the status quo, and make a meaningful impact. Your Impact You''ll design, lead, and scale RMS''s global onboarding function, ensuring customers realise value quickly, adopt deeply, and transition seamlessly into long term success. You''ll own the end to end journey from "sold" to go live across all customer segments (SMB, mid market, and enterprise), building tiered, scalable models that drive time to value, revenue activation, and retention without linear cost increases. This is a builder''s role: strategic in vision, hands on in execution, and relentless in improving how we deliver customer outcomes at scale. What you''ll be doing Define and execute the global onboarding and implementation strategy across all RMS products, customer segments, and regions. Design a tiered, standardised onboarding model aligned to customer size, complexity, and product mix, ensuring predictable, scalable delivery. Own global delivery performance, ensuring implementations are delivered on time, to scope, and to quality standards. Lead, coach, and develop regional onboarding leaders and their teams, building a high performance culture focused on accountability and customer outcomes. Build and continuously improve delivery methodologies, playbooks, templates, and QA frameworks to reduce time to value and delivery variability. Establish transparent backlog management, capacity planning, and workforce models to ensure predictable delivery and proactive resource allocation. Drive onboarding outcomes that improve revenue activation, retention, and unit economics while reducing early life churn. Partner with Sales, Product, Engineering, Enablement, Support, and Customer Success to ensure smooth, high quality handoffs and frictionless customer experiences. Implement, own, and optimise the onboarding technology stack, leveraging automation and AI for scoping, project management, risk prediction, and customer communications. Define and track KPIs including time to value, on time delivery, CSAT/CES, effort vs plan, and early life health to drive data informed decision making. Act as the onboarding voice in senior leadership forums and serve as executive sponsor for strategic and enterprise onboarding engagements. Challenge existing ways of working, actively test new approaches, and build scalable, future ready onboarding models. What you''ll bring Proven experience in SaaS, platform based onboarding, implementation, or professional services, with a track record of designing and scaling delivery operating models. Experience leading leaders across regions and time zones, building high performing teams and fostering capability development. Strong ownership of time to value, CES/CSAT, delivery quality, and adoption outcomes, with demonstrable impact on unit economics and revenue activation. Proven ability to drive cross functional change and partner effectively with Sales, Product, Engineering, and Customer Success. Experience building onboarding journeys and maturing onboarding functions in low process or high growth environments. Strong operational discipline with experience designing demand management, backlog tracking, and workforce planning systems. Data led decision making, using transparent metrics, capacity forecasting, and performance insights to drive predictable delivery. Customer centric mindset, designing experiences that prioritise time to value, ease of adoption, and long term success. Self starter with appetite for embedding automation, digital delivery, or AI enabled workflows into onboarding functions. Strategic and commercially aware, aligning onboarding strategy to revenue activation, retention, expansion, and sustainable economics. Track record of executive sponsorship on strategic accounts, with strong leadership presence and accountability for outcomes. Why RMS? Shape Global Onboarding Lead the strategy, frameworks, and team that define how RMS Cloud delivers value to thousands of hospitality businesses worldwide. Drive Measurable Outcomes Own retention, expansion, and adoption metrics, translating strategy into clear, measurable business results. Build and Grow a High Performing Team Develop a global team of Customer Success professionals, fostering capability, accountability, and a culture of excellence. Influence Across the Business Partner with Product, Sales, Marketing, and Support to ensure the voice of the customer informs strategic decisions at every level. Operate in a hybrid setup that balances focus with collaboration, in a company that values direct communication, action, and results. If you''re a decisive, data driven leader ready to build something enduring, this is your chance to create a global impact. #J-18808-Ljbffr