Manager, Customer Onboarding

As the Manager, Implementation, you will lead a team of Onboarding Success Managers to deliver an effortless onboarding experience for all new UK customers. You will build and lead a high‑performing team through clear direction, effective coaching and decisive, confident leadership. Your ability to communicate clearly, manage conflict and influence across Henry Schein One will help foster a strong customer‑first culture and maintain productive relationships. Alongside your people‑leadership responsibilities, you will also bring strong project‑management and operational expertise, oversee complex onboarding programmes and make informed decisions that support timelines, budgets and customer outcomes. By analysing performance, improving processes and using financial and business insights to guide action, you will ensure your team delivers seamless onboarding experiences while contributing to long‑term success.

What You'll Do

• Lead and empower the team to successfully plan, manage and deliver complex projects, ensuring high-quality execution and consistent, customer-focused outcomes.
• Coach, mentor and develop onboarding team members in best practices, fostering a culture of continuous learning and leading by example.
• Inspire and motivate the team to consistently meet and exceed onboarding targets and key performance indicators.
• Build and sustain a collaborative team environment where individuals are empowered to perform at their best.
• Lead end-to-end recruitment efforts, including identifying, interviewing, and hiring talent.
• Champion an inclusive and diverse workplace culture aligned with Henry Schein One values.
• Advocate for the onboarding function across the business, locally and internationally, ensuring a strong focus on delivering exceptional customer experiences.
• Drive continuous improvement of the onboarding journey in partnership with product teams.
• Analyse customer feedback to identify trends, insights and opportunities for improvement, sharing findings with product and leadership.
• Collaborate proactively with cross-functional teams to deliver optimal outcomes for customers.
• Leverage data to inform decision-making, working closely with systems teams to optimise pipelines, tools and performance reporting.
• Stay up to date on industry trends and onboarding best practices to continually enhance team performance and customer experience.
• Maintain a deep, hands‑on understanding of the onboarding process by regularly gathering customer feedback and shadowing team activities.

What You'll Bring With You

• 1+ years’ experience in team management.
• 7+ years of increasing responsibility in customer onboarding, or a similar role, preferably in a SaaS or technology-driven environment.
• Certifications in PMP, PRINCE2, or other project management certification is a plus, but not a requirement.
• Demonstrated success in growing high performing teams and a culture of continuous improvement.
• Superior communication and interpersonal skills, with the ability to build strong relationships internally and externally.
• Ability to manage multiple competing priorities and projects simultaneously, maintaining high standards of quality and attention to detail.
• Experience with change management and driving customer adoption of new technologies.
• Strong project management skills with proficiency in tools such as Jira, Hubspot, and LMS platforms or similar platforms.
• Problem‑solving mindset with the ability to think strategically and identify innovative solutions.

Diversity

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal‑opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.