At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

The role you'll play

This role oversees the full launch and onboarding for all ClassPass business verticals including fitness, wellness and food and beverage. The team is responsible for the onboarding experience of our partners.

You deliver against and contribute the team's operating plan, represent Onboarding in the cross-functional forums where Sales, Product, and Operations make decisions about it, and are accountable for the numbers as the Team Lead for Onboarding, you own this team end to end. You partner with the outsourced delivery team's team leads on day-to-day priorities and performance, lead a small internal team of a quality and an enablement specialist, and are the first internal point of contact when a launch is at risk. You support the Manager, Business Operations on larger strategic initiatives and bring data-backed recommendations from the floor. You manage how fast partners launch, how many stall or get sent back, and the quality of what goes live.

You set a high standard and hold the team to it, you build the routines and operating cadences that keep it delivering without you in the room, and you identify and drive improvements to how the team works.

What you'll do

Team goals and cross-functional partnership

Track, report and contribute to Onboarding's goals and scorecard in weekly business reviews
Represent Onboarding in cross-functional forums with Sales, Product, and Operations, and follow through on decisions and owners
Contribute to the plan for reducing delayed and returned launches and execute the team's part of it
Bring data-backed recommendations on what to automate or improve to the Manager, Business Operations

Vendor performance

Track vendor performance against SLAs and scorecards, prepare inputs for business reviews, and escalate performance concerns to the Manager, Business Operations
Work with the vendor's team leads day to day to set priorities, review performance, and agree on corrective action when metrics slip
Lead as a player-coach: regularly review calls, cases, and templates yourself to find where the team can get better, and turn what you find into coaching, process changes, and training

Daily delivery

Own time-to-launch, the launch backlog, onboarding speed, and quality and error rates, and act on them daily
Maintain clear ownership and visibility across the launch queue so at-risk and aging launches are caught and worked early

Capacity planning

Forecast demand against actual headcount and schedule adherence for the outsourced team using workforce management tools such as Assembled, and adjust staffing and coverage with the vendor ahead of volume changes

Process, quality, and enablement

Own the onboarding playbooks and SOPs and keep them current as the product and the partner mix change
Run QA calibration with your quality specialist and the vendor so scoring is consistent and coaching is targeted
Own the training content the vendor delivers, through your enablement specialist, so agents are always working from current material

Partner escalations

Act as the first internal escalation point when a launch is at risk, resolve what's in scope, escalate what isn't, and feed what you learn back into process and training

Team Lead, Onboarding Operations