Project Onboarding Manager

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 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.

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

This role serves as the Project Onboarding Manager, guiding clients through the entire process of building and optimizing their business on FareHarbor. The Project Onboarding Manager oversees the go-live process from the initial onboarding call, including dashboard construction, training, problem-solving, and initial post-live support, ensuring timelines are met in collaboration with clients and commercial personnel.

This role demands a proactive, strategic thinker and creative problem solver who can operate independently. It requires an individual with comprehensive knowledge of FareHarbor features, strong critical thinking for setup decisions, and the capability to lead staff training and oversee reservation transfers.

What you’ll do here:

• Lead the Go-Live Process: Oversee the full go-live process for clients, including setup, training, go-live execution, and initial post-launch support.
• Onboarding Ownership: Lead onboarding calls with new clients, complete required onboarding documentation, and manage all aspects of onboarding through to go-live – including early project phases before build and training begin.
• Cross-Functional Collaboration: Partner closely with clients, commercial teams, and support departments to demonstrate and train on feature setups, ensuring project milestones are achieved on time.
• Maintain Functional Expertise: Stay updated on all aspects of build and training features to provide informed guidance. Be well-versed in FareHarbor functionality and able to source resources when needed.
• Client Communication: Act as the primary point of contact for clients throughout onboarding, maintaining a professional, timely, and supportive approach while effectively managing expectations.
• Tailored Build Management: Regularly meet with clients to refine the build process, aligning their operational needs with the FareHarbor dashboard. Meetings may be held virtually or onsite.
• Creative Problem Solving: Address challenges during onboarding with a tailored, non–one-size-fits-all approach to support each client’s unique business needs.
• Reservation Management: Oversee reservation transfers, coordinating with internal teams to ensure accuracy and client satisfaction.
• On-Site Support: Provide hands-on training and support during go-live (when applicable). For onsite go-lives, prepare a detailed plan outlining roles, responsibilities, resources, and execution strategy.
• Customized Training: Develop and deliver tailored training to ensure strong client understanding, engagement, and successful implementation.
• Seamless Handover: Remain involved post-go-live, partnering with the assigned Account Manager to ensure a smooth transition and clear communication.

Requirements:

• 3+ years of experience in a SaaS environment in a project management role (or similar), working directly with clients
• Strong skills in client communication, presentation, problem-solving, negotiation, and project management
• Knowledge of stakeholder management, emotional intelligence, and customer-centric delivery
• Ability to adapt to evolving client needs with a continuous improvement mindset
• Comfort traveling up to 3 months per year
• Experience working across multiple tools and systems simultaneously
• Proficiency in Google Suite (especially Google Sheets and PowerPoint)
• Experience in customer-facing roles and working with larger/complex businesses
• Must have valid working rights in Australia

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 
• Social hours & events and team-building 
• Hybrid friendly
• Wellness benefits (Headspace subscription & wellness webinars)

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.

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.

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.

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