Director of Client Onboarding & Enablement

<p><strong>About FareHarbor</strong></p> <p class="p-rich_text_section">At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.</p> <p class="p-rich_text_section">With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.</p> <p class="p-rich_text_section">Our team is an ‘Ohana of 1,000+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.</p> <p class="p-rich_text_section"><strong data-stringify-type="bold">FareHarbor Core Values:</strong></p> <ul> <li>Think Client First</li> <li>We Are One ‘Ohana</li> <li>Be Curious and Learn</li> <li>Own It.</li> <li>Act With Integrity</li> <li>Embrace the Challenge</li> </ul> <p><strong>Why FareHarbor?</strong></p> <p><span style="font-weight: 400;">Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading </span><span style="font-weight: 400;">and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.</span></p> <p><span style="font-weight: 400;">And since day one, we’ve known that our real success lies in our people—the Ohana.</span></p> <p><span style="font-weight: 400;">With each new feature launched and new client onboarded, there is a team of incredible people </span><span style="font-weight: 400;">behind the scenes who are full of dedication, passion, energy, and the will to succeed. We </span><span style="font-weight: 400;">encourage everyone to bring their whole selves to&nbsp; work—to&nbsp; believe in their abilities, to freely </span><span style="font-weight: 400;">express their creativity, and to contribute with their own uniqueness by wearing their true </span><span style="font-weight: 400;">colors. We take care of one another and always prioritize health and wellbeing. We give our </span><span style="font-weight: 400;">people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the </span><span style="font-weight: 400;">box, to make mistakes, and even to fail. And then we come together to try again.</span></p> <p><span style="font-weight: 400;">From the minute you join, you have a voice. You find your space. You make an impact. We </span><span style="font-weight: 400;">celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.</span></p> <p><strong>About the Role</strong></p> <p>FareHarbor is seeking a strategic, operationally strong, and innovative leader to serve as our Director, Client Onboarding &amp; Enablement. This role will lead a large, manager-led organization responsible for helping new clients join and adopt our software successfully, supporting select live-client technical build and training needs, and enabling our commercial success through training streamlined operations while evolving our onboarding model to scale with the business.</p> <p>This leader will sit at the center of the Commercial organization, partnering closely with Sales, Account Management, Support, Operations, and Product to accelerate client acquisition, reduce friction across the client journey, and improve the efficiency and effectiveness of onboarding at scale. The role will oversee and accelerate dashboard building and implementation, client training, select live-build and live-training workflows, and website integrations, while helping shape the future structure of those services over time.</p> <p>Success in this role will require a leader who can both run a complex organization and transform it: building more scalable and repeatable onboarding experiences, introducing digital and automated solutions, and aligning service delivery to improve client activation, operational efficiency, and long-term customer value.</p> <p><strong>What you’ll do here:</strong></p> <h4><strong>Lead the Client Onboarding &amp; Enablement Organization</strong></h4> <ul> <li>Lead and develop a large (50+ person), manager-led onboarding &amp; enablement organizations, responsible for driving new and existing client revenue across client onboarding builds, trainings and related implementation functions</li> <li>Set clear direction, operating rhythms, and increasing performance expectations for leaders and teams alike</li> <li>Ensure our teams are set up for success with core knowledge trainings and that we are tracking and improving performance as we grow</li> <li>Build a high-accountability, high-trust culture that is motivated by client impact, operational rigor, innovation, and continuous improvement</li> <li>Coach and develop managers and emerging leaders, strengthening bench depth and succession planning</li> </ul> <h4><strong>Own and Evolve the Onboarding Strategy</strong></h4> <ul> <li>Define and execute the strategy for Client Onboarding in alignment with FareHarbor’s commercial growth priorities</li> <li>Evolve Onboarding from a primarily transactional function into a strategic, scalable client implementation engine that supports both acquisition and retention/expansion</li> <li>Build a more connected client journey across pre-sale, onboarding, go-live, and post-live support in partnership with Sales, AM, Support, and Ops</li> </ul> <h4><strong>Accelerate Client Launches and Improve Commercial Outcomes</strong></h4> <ul> <li>Own performance against key onboarding outcomes, such as time-to-live, Sales and AM Enablement&nbsp;</li> <li>Improve Onboarding scalability, with a focus on speed, quality, and predictability without compromising client experience</li> <li>Strengthen Onboarding’s role in supporting Sales and AM through technical consultations, retrainings and expansionary support</li> </ul> <h4><strong>Build a Scalable Service Model</strong></h4> <ul> <li>Design and operationalize an updated service model, with delineation between self-service, standard-service, and white-glove</li> <li>Clarify what should be high-touch, guided-touch, low-touch, or self-serve across the onboarding journey</li> <li>Improve handoffs, intake quality, discovery requirements, and role clarity across Commercial teams</li> </ul> <p><strong>Drive Automation, AI, and Digital Enablement</strong></p> <ul> <li>Lead efforts to identify and implement automation and AI-enabled solutions that improve consistency, reduce manual work, and increase organizational capacity, including more repeatable training formats and digital education paths</li> <li>Partner with Commercial Operations and other teams to improve tooling, workflow visibility, reporting, and process efficiency</li> </ul> <h4><strong>Strengthen Operational Excellence</strong></h4> <ul> <li>Establish clear metrics, dashboards, and operating cadences that improve prioritization, resource allocation, and performance management</li> <li>Simplify and standardize fragmented workflows across tools, channels, and teams</li> <li>Ensure the team can scale while maintaining strong client experience and business impact</li> </ul> <h4><strong>What Success Looks Like</strong></h4> <ul> <li>Faster, more predictable client go-lives that lead to longer retention</li> <li>Stronger and earlier partnership with Sales to support Closed Business and Onboarding readiness</li> <li>Stronger partnership with AM to support retention, feature adoption, and expansion readiness</li> <li>Lower cost per onboard through better segmentation, self-service, and automation</li> <li>A clearer service model by tier, with improved experience for both high-value and lower-tier clients</li> <li>Greater workflow consistency, less manual work, and more scalable onboarding delivery</li> <li>A team culture that remains process-oriented where needed, but is more flexible, experimental, and innovation-driven</li> </ul> <p><strong>Requirements:</strong></p> <h4><strong>Required Experience:&nbsp;</strong></h4> <ul> <li>10+ years of experience in onboarding, implementation, professional services, customer success, commercial operations, or a related client-facing function in a SaaS company</li> <li>5+ years of experience leading leaders and managing multi-layered teams with meaningful operational complexity in a high-growth SaaS or tech-enabled environment</li> <li>Proven track record improving time-to-value, implementation speed, operational efficiency, and customer outcomes</li> <li>Experience designing or scaling tiered service models across high-touch and scaled/self-service motions, with a high focus on AI-driven processes</li> <li>Strong experience building cross-functional processes with Sales, Account Management / Customer Success, Support, Operations, and Product</li> <li>Demonstrated ability to use data, metrics, and operating discipline to improve performance at scale</li> <li>Experience leading through change, ambiguity, and organizational evolution</li> </ul> <h4><strong>Preferred Experience:&nbsp;</strong></h4> <ul> <li>Experience in B2B SaaS, travel, hospitality or similarly operationally complex environments</li> <li>Experience with digital onboarding, video-led training, LMS/help-center content, or client education strategy</li> <li>Experience implementing workflow automation, AI-assisted processes, or tooling that reduces manual work and improves consistency</li> <li>Familiarity with implementation/build workflows that include technical configuration, client training, and integration coordination</li> </ul> <p><strong>Benefits&nbsp;</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Medical, dental + vision coverage</span></li> <li style="font-weight: 400;">26 vacation days, 10 sick days &amp; 12 paid holidays per year</li> <li style="font-weight: 400;"><span style="font-weight: 400;">Global leave benefit&nbsp;</span> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">22 weeks paid parental leave&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">2 weeks paid grandparent leave&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Extended care and bereavement leave</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Life insurance policy </span></li> </ul> </li> <li style="font-weight: 400;"><span style="font-weight: 400;">401k + employer matching</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Social hours &amp; events and team-building&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Educational Opportunities</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Wellness benefits (Headspace subscription &amp; wellness webinars)&nbsp;&nbsp;&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Work-from-home assistance</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Hybrid friendly</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Paid volunteer hours</span></li> </ul> <p><strong>Salary Range: </strong>$<span data-sheets-root="1">102,258-$153,387</span>, plus 20% bonus potential<span class="Apple-converted-space">&nbsp;</span></p> <p><span class="Apple-converted-space">Please note you must be authorized to work in the United States for this position.</span></p> <p class="p1"><em>At FareHarbor, we believe making experiences better for everyone starts with fostering a workplace where every voice is heard and everyone is empowered to thrive. We’re committed to inclusion, welcoming all qualified job seekers to apply and join our ‘ohana.</em></p> <p class="p1"><em>FareHarbor is an equal opportunity employer in accordance with all applicable federal, state and local laws. We do not discriminate on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, national origin, disability, age, or veteran status, or any other classification protected by federal, state, or local law. If you need adjustments during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.</em></p> <p>To learn more about how we use your information, see our <a href="https://fareharbor.com/legal/privacy-statement-for-applicants/">Privacy Statement for Applicants</a>. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our <a href="https://fareharbor.com/legal/privacy-statement-for-applicants/">Privacy Statement for Applicants</a>.</p> <p>Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.</p>