Head of Onboarding - Tangerang - Liven

    Liven
    Liven Tangerang

    1 hari yang lalu

    Deskripsi

    About the Role

    As Head of Onboarding, you will build and lead our regional onboarding team from Jakarta, driving end-to-end implementation across multiple markets and customer segments. This includes planning, installation, integration, go-live, and hypercare

    .You'll be responsible for stabilising onboarding velocity, standardising field execution, and establishing a scalable engine that supports Liven's next stage of growth.

    Key Responsibilities

    • Lead the full onboarding lifecycle across Southeast Asia — from planning to go-live
    • Build and manage a high-performing Jakarta-based onboarding team
    • Develop and enforce onboarding playbooks for SMB, Mid-Market, and Enterprise
    • Oversee site readiness, hardware deployment, and vendor coordinationRun implementation gating and Deal Desk to validate data and solution scope
    • Establish onboarding KPIs and governance (velocity, on-time rate, rework, backlog aging)
    • Lead tooling efforts — project orchestration, QA, checklists, scheduling, CRM integration
    • Manage risks and changes during deployment; lead cutover command centre for major launches
    • Collaborate closely with Product, Sales, CS, Finance, and Engineering
    • Drive improvements in installation cost/unit and time-to-value

    What You Bring

    • 15–20 years of experience in onboarding, implementation, or field operations
    • 10+ years in leadership roles across hospitality POS, payments, or retail systems
    • Experience rolling out platforms across multiple Southeast Asian markets
    • Proven track record managing large, distributed teams (including leaders)
    • Deep domain expertisein:POS / payments / hardware deployments
    • Data migration and third-party integrations (PMS, inventory, accounting, ordering)Networking, field service, and install logistics
    • Strong governance, risk management, and stakeholder communication skills
    • Based in (or willing to relocate to) Jakarta

    Preferred

    • SkillsChange management and continuous improvement (Lean, Kaizen)
    • Cutover leadership for complex or high-risk deployments
    • Vendor ecosystem and SLA management
    • Analytical mindset with forecasting and cohort analytics experience
    • Clear and effective communication with executive and board-level audiences
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