Overview
Senior Onboarding Manager Hotels/Sports & Entertainment Jobs in United States at Swooped
Title: Senior Onboarding Manager Hotels/Sports & Entertainment
Company: Swooped
Location: United States
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The company creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
The Senior Onboarding Manager, Enterprise Hotels & Sports + Entertainment, reports to the Director of Onboarding and leads a team of Hotel and Sports + Entertainment (S+E) Onboarding Consultants responsible for delivering complex enterprise implementations. In this role, the individual will own the performance, development, and operational success of both segments. While Hotels and Sports + Entertainment are distinct lines of business, they share many of the same implementation motions and customer needs, allowing for strong alignment in how the teams operate.
The Senior Manager will be the primary leader for the Sports + Entertainment segment, one of the organization's fastest-growing lines of business, while also partnering closely with the leader of the other Enterprise Hotels team. This provides a built-in thought partner for collaboration, strategy, and operational planning while maintaining clear ownership of their segments. As a Senior Manager, the individual will be expected to anticipate challenges, build scalable solutions, influence cross-functional strategy, and elevate the performance of both their team and the broader onboarding organization.
Key Responsibilities
- Lead, coach, and develop a high-performing team of Onboarding Consultants, setting a high bar for project management discipline, customer consultation, and operational excellence. Senior Managers are expected to model best-in-class leadership practices while developing strong, autonomous team members.
- Mentor and develop emerging leaders across the organization, including new managers and senior team members. Senior Managers act as role models and leadership partners, sharing best practices, strengthening talent pipelines, and elevating the overall performance of the onboarding organization.
- Own the performance and strategic direction of the Enterprise Hotels and Sports + Entertainment segments, with accountability for go-live execution, implementation velocity, customer satisfaction, and operational efficiency across both portfolios. Operate as the business leader for these segments, driving results while identifying opportunities to scale and improve performance.
- Maintain deep visibility into pipeline health, team capacity, and project execution, proactively identifying risks, forecasting resource needs, and ensuring enterprise rollouts remain on track.
- Drive strategic operational improvements across the segment, designing and implementing scalable frameworks, processes, and best practices that improve forecasting accuracy, implementation consistency, and team efficiency.
- Serve as the subject matter expert for both Enterprise Hotel onboarding and Sports + Entertainment onboarding, providing guidance on complex implementations, advising cross-functional partners, and establishing standards that improve enterprise rollout success.
- Act as the primary escalation leader for complex enterprise implementations, confidently guiding teams through high-impact challenges while reinforcing structured problem-solving and strong customer partnership.
- Influence and align cross-functional partners including Sales, Solutions, Customer Success, OTC, CARE, Product, and Operations to drive successful enterprise outcomes and remove operational barriers.
- Leverage data, operational metrics, and post-mortem analysis to diagnose systemic challenges, anticipate risks, and build strategic improvement initiatives that elevate onboarding performance.
- Demonstrate exceptional executive presence and communication, representing the onboarding organization in leadership forums, cross-functional initiatives, and high-stakes customer conversations with senior and C-suite stakeholders.
- Lead through ambiguity and organizational change, proactively identifying opportunities for innovation while driving clear direction and momentum for the team and broader onboarding organization.
Required Qualifications
- 4+ years of experience in implementation, professional services, onboarding, or operational leadership within a SaaS, hospitality, or technology-driven environment, including 2+ years of experience leading and developing high-performing teams.
- Proven success leading complex enterprise implementations or large-scale rollout programs, with the ability to balance strategic planning with operational execution in fast-moving environments.
- Demonstrated ability to design and scale operational processes, frameworks, or systems that improve implementation consistency, forecasting accuracy, and team efficiency.
- Strong data-driven leadership skills, with experience using operational metrics and reporting to diagnose performance challenges, identify trends, and drive strategic improvements.
- Exceptional communication, professionalism, and executive presence, with the ability to confidently influence senior internal stakeholders and engage with C-suite customer leaders.
- Trusted to represent the organization in person through customer meetings, leadership forums, and industry events, with the ability to command the room, influence outcomes, and uphold the organization's brand with credibility and professionalism.
AI at the Organization
At the organization, one of the company values is that individuals are hungry to build and learn. The belief is that learning new AI tools empowers individuals to build for customers faster, more independently, and with higher quality. These tools are provided across all disciplines, from Engineering and Product to Sales and Support, and the organization is inspired by how employees are already driving real value with them. People who thrive here are those who embrace changes that let the organization build more for its customers; it’s a core part of the culture.
Our Total Rewards Philosophy
The organization strives to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in the industry. The total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet employees’ changing needs.
The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
Pay Range
$146,000—$234,000 USD
The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
Pay Range
$127,000—$203,000 USD
The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.
Pay Range
$115,000—$184,000 USD
How the Organization Uses AI in its Hiring Process
Throughout the hiring process, the goal is to get to know candidates. AI tools are used to support recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on the conversation. All hiring decisions are made by people.
Our Approach to Hybrid Working
The organization embraces a hybrid work model that fosters in-person collaboration while valuing individual needs. The goal is to build a strong culture of connection as individuals work together to empower the hospitality community, regardless of location.
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At the organization, employees are the secret ingredient—when they thrive, the organization thrives. The restaurant industry is one of the most diverse, and the organization embraces that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into the culture and design, equitable opportunities are created for all and the bar is raised in delivering exceptional experiences.
We Thrive Together
The organization embraces a hybrid work model that fosters in-person collaboration while valuing individual needs. The goal is to build a strong culture of connection as individuals work together to empower the restaurant community.
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.
