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BentoBox // website services for restaurants
New York or Remote    Posted: Thursday, November 05, 2020
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BentoBox empowers restaurants to own their presence, profits & relationships. The hospitality platform disrupts third-party services that come between the restaurant & the guest. BentoBox puts the restaurant first & offers tools that drive high-margin revenue directly through the restaurants website. BentoBox is trusted & loved by over 5,000 restaurants worldwide including The Meatball Shop, Joseph Leonard, Union Square Hospitality Group, Major Food Group, Roses Luxury, Eleven Madison Park & many more. Learn more at

Were looking for a Director of Customer Onboarding who will provide strategic leadership & manage day-to-day functions of our Onboarding department. Reporting to the VP of Customer Success, the Director of Customer Onboarding will oversee a growing team of 20+ employees, playing an active role in their growth & development while ensuring each team member is operating at the highest level. You will partner cross-functionally with leaders from Sales, Ops, Product, Design, Customer Success & Support to ensure the success of every new customer. You will be responsible for the overall BentoBox Onboarding strategy, developing & executing on initiatives to optimize each process while establishing clear goals, performance metrics & KPIs for the team. 


  • Take complete ownership of our post sale customer journey, making a noticeable impact to key company metrics 
  • Establish quality performance metrics & KPIs to measure success & increase team accountability, aligning these with company goals
  • Manage hiring process & headcount forecasting, ensuring workload is balanced with the teams capacity
  • Actively identify cross-functional process roadblocks & develop actionable solutions
  • Lead strategic initiatives & pilots across the department, set priorities & determine needed trade-offs
  • Build an improved team structure that continues to evolve & grow with our business 
  • Be the voice of our customers & partner with key internal stakeholders to improve the customer experience
  • Create, maintain, & enforce departmental best practices, policies & procedures
  • Provide direct leadership & guidance to the Onboarding department, acting as a positive role model, mentor & team advocate
  • Uphold BentoBoxs core mission, vision & values

Skills & Attributes

  • 6+ years leading onboarding, implementation or project management teams at high-growth organizations
  • Experience defining metrics & KPIs while having accountability for program success
  • Ability to prioritize projects & deliver on both tactical objectives & long-term initiatives
  • Effective leader with a proven ability to build, inspire & motivate teams in a dynamic, fast-paced environment
  • Significant amount of experience pulling & analyzing reports to make data-driven recommendations & decisions
  • Confident in the face of ambiguity, not flustered easily & can solve multiple problems in parallel 
  • Organized communicator with superior written, verbal & listening skills
  • Bachelors degree preferred

What We Offer

  • Competitive salary + equity
  • Full benefits (medical, dental, vision, 401(k), commuter benefits, life insurance)
  • Flexible paid vacation
  • Paid parental leave
  • Professional development, growth & support
  • Perks when dining with BentoBox customers such as tip reimbursement
  • Making a positive impact on the hospitality community

BentoBox provides equal employment opportunities to all employees & applicants for employment & prohibits discrimination & harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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