Onboarding Operations Team Lead

Role Overview

We are looking for a highly execution-focused Team Lead Onboarding Operations to own and drive seamless,

timely onboarding of students into group classes across the USA and ROW (Rest of World) regions.

This is a high-ownership, people-and-process leadership role at the intersection of operations, data, and student

success. The Team Lead will manage a team of Onboarding Operations Associates, ensure optimal group efficiency

across time zones, and act as the primary escalation point for onboarding and batch-formation issues across both

regions.

Key Responsibilities

Team & Regional Leadership

• Lead, mentor, and manage a team of Onboarding Operations Associates supporting both USA and ROW regions across

rotational shifts

• Ensure adequate shift coverage and hand-off continuity across time zones to avoid onboarding gaps
• Set daily/weekly priorities, coach associates, and drive performance against KPIs
• Build a strong feedback culture and support career development within the team

Student Onboarding & Allocation

• Own end-to-end onboarding of students into relevant group classes with minimal TAT across USA and ROW
• Oversee student-to-batch allocation strategy to maintain optimal group size and utilisation across regions

Group Efficiency Ownership — Core KPI

• Own batch efficiency metrics: fill rates, scheduling alignment, and drop-offs for both regions
• Drive continuous optimisation of group structures for better utilisation and learning outcomes
• Benchmark and compare efficiency trends between USA and ROW to identify improvement areas

Operational Execution

• Partner with Sales, Scheduling, and Academy teams across regions for smooth, coordinated onboarding flow
• Own onboarding pipeline tracking and ensure zero delays or leakages across shifts and regions
• Standardise and streamline processes to work seamlessly across USA and ROW time zones

Problem Solving & Escalation Handling

• Act as the first point of escalation for complex onboarding or batch-formation issues
• Drive quick, sound decision-making on edge cases — reschedules, mismatches, drop-offs
• Proactively identify systemic gaps and implement fixes across both regions

Data Tracking & Reporting

• Own and review data/dashboards on Google Sheets for onboarding, batch efficiency, and utilisation
• Build and present regional and consolidated reports to senior leadership
• Use data insights to drive decision-making and continuous process improvement

What We're Looking For

Skills & Mindset Experience

Proven ability to lead and manage a team in a fast-paced,

high-ownership environment

Strong problem-solving and critical thinking ability

Ability to manage multiple workflows, teams, and time

zones simultaneously

Excellent communication and stakeholder management skills

for cross-team and cross-region coordination

Strong proficiency in Google Sheets / Excel; comfort with

dashboards and reporting

2+ Years overall, with prior experience in Operations /

Onboarding / Scheduling

Prior experience leading or mentoring a team preferred

Experience managing multi-region or multi-shift operations

preferred

EdTech experience preferred

Success Metrics (KPIs)

• Onboarding TAT — Time from payment to first class scheduled, across USA & ROW
• Batch Fill Rate — Group efficiency & utilisation % by region
• Gap Reduction — Scheduling & onboarding gap closure
• Resolution TAT — Issue turnaround time
• Team Performance — Associate productivity, quality, and adherence to shift coverage

Why Join BrightCHAMPS

High-Impact Leadership Role: Directly influence learning efficiency and student success at scale across two global regions

Fast Growth: Ownership-driven culture with clear paths into larger regional and global operations leadership roles

Mission-Driven: Shape how the next generation learns — with real, measurable impact