Client Onboarding Manager - AUS

About FareHarbor

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.

With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 700+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

FareHarbor Core Values:

• Think Client First
• We Are One ‘Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading 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.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to  work—to  believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We 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.

About the Role:

We are seeking a resilient, self-motivated leader to manage the Client Onboarding Teams. These teams are responsible for training new clients on our proprietary FareHarbor software dashboards, assisting with integrations, and supporting live clients with dashboard updates. This role reports to senior management and involves team leadership, performance analysis, process evaluation, technical software knowledge, and strategic planning to ensure operational success.

What you'll do here: 1. Team Leadership & Development

• Provide strategic leadership and direction to the Onboarding Team.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Mentor and develop team members, offering career guidance and professional growth opportunities.
• Conduct regular one-on-one check-ins and performance evaluations to support individual development.
• Ensure alignment with overall department and ownership of Onboarding department progress and contribution towards  FareHarbor objectives.

2. Operational & Performance Management

• Oversee day-to-day team operations, ensuring tasks and projects are executed efficiently and accurately.
• Monitor and enforce performance standards through KPIs, SLAs, and measurable objectives clearly communicated to all team members on a regular cadence.
• Track progress on training sessions, dashboard builds, and client go-live timelines. Acting as a point of escalation for all client go live scenarios should the arise.
• Must possess comfortability and skills in conflict resolution and deescalation tactics to support this responsibility. 
• Identify and address operational bottlenecks, reallocating resources as necessary.
• Utilizing innovation mindset to bring to life new ways of innovating workflow, solving challenges, and/or supporting the client go live journey. 
• Work closely with direct reports to ensure deadlines and quality benchmarks are met consistently, and anything that is dropped is managed to a professional standard in line with FH values.

3. Process Optimization & Strategic Planning

• Continuously evaluate and improve onboarding and dashboard build processes for efficiency.
• Implement and regularly update best practices to ensure timely and high-quality service delivery.
• Develop data-driven strategies to enhance team productivity and customer experience.
• Align workflows with department objectives and business priorities.
• Collaborate with senior leadership to drive innovation and operational improvements.

4. Client Success & Cross-Functional Collaboration

• Ensure smooth client transitions from onboarding to Account Management and Support.
• Work closely with the Sales team to facilitate successful client go-lives. 
• Serve as a liaison between Onboarding and other departments both in region and global.
• Address complex client issues by providing strategic and technical guidance, ensuring resolution.

5. Data & Analytics-Driven Decision Making

• Use data to assess team performance, identify trends, and make informed decisions.
• Generate reports on key metrics, presenting regular insights to senior leadership.
• Leverage analytics tools to refine onboarding and dashboard optimization strategies.

6. People Management & Culture Building

• Establish and maintain a culture of inclusivity, innovation, and feedback in line with our company values.
• Ensure fair and standardized performance reviews and feedback cycles.
• Identify hiring and training needs, ensuring the team is equipped for success.
• Promote a positive work environment that values adaptability and continuous learning.

Requirements

• Strong leadership experience, managing both in-person and remote teams.
• 3+ years of experience in a people management position 
• Advanced knowledge of the FareHarbor dashboard and best practices, or equivalent technical software.
• Excellent written and verbal communication skills.
• Expert client resolution and conflict management skills 
• Proficiency in CRM systems and data analytics softwares such as Tableau, Close.
• Ability to manage multiple priorities in a fast-paced environment.
• A mentorship and coaching mindset, with the ability to support and coach direct reports in their careers.
• Effective and proven experience in giving and receiving feedback, ideally in a leadership setting. 
• Proven track record in managing projects and/or teams in accordance with clear timelines and measurable business impact. 
• Proficiency in holding teams accountable to regular key performance indicators, instilling motivation, development, and accuracy within direct reports. 
• Strong problem-solving skills and the ability to make data-driven decisions.

This role is ideal for a results-driven leader who thrives in a dynamic environment and is passionate about team development, operational excellence, and client success.

This full-time role is open to candidates with Australian Citizenship, Permanent Residency or New Zealand residency or those who have a minimum 2.5 years remaining on a valid Australian working visa and do not require sponsorship to work.

Benefits:

• Global leave benefit 
• 22 weeks paid parental leave 
• 2 weeks paid grandparent leave 
• Extended care and bereavement leave
• Life insurance policy 
• Opportunity to share your ideas and make a difference in a growing company.
• Fast-paced, high-energy and engaging work environment.
• 26 days of annual leave
• Work-from-home assistance
• Educational Opportunities 
• Individual skill development & growth programming
• Social hours & events and team-building 
• Hybrid friendly
• Wellness benefits (Headspace subscription & wellness webinars)  

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.

To learn more about how we use your information, see our Privacy Statement for Applicants. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our Privacy Statement for Applicants.

Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.