Head of Onboarding

About the Role

As

Head of Onboardin g, you will build and lead our regional onboarding team from Jakarta, driving end-to-end implementation across multiple markets and customer segments. This includes planning, installation, integration, go-live, and hypercare You’ll be responsible for stabilising onboarding velocity, standardising field execution, and establishing a scalable engine that supports Liven’s next stage of growth.

Key Responsibilities Lead the full onboarding lifecycle across Southeast Asia — from planning to go-live Build and manage a high-performing Jakarta-based onboarding team Develop and enforce onboarding playbooks for SMB, Mid-Market, and Enterprise Oversee site readiness, hardware deployment, and vendor coordinationRun implementation gating and Deal Desk to validate data and solution scope Establish onboarding KPIs and governance (velocity, on-time rate, rework, backlog aging) Lead tooling efforts — project orchestration, QA, checklists, scheduling, CRM integration Manage risks and changes during deployment; lead cutover command centre for major launches Collaborate closely with Product, Sales, CS, Finance, and Engineering Drive improvements in installation cost/unit and time-to-value

What You Bring

15–20 years of experience in onboarding, implementation, or field operations 10+ years in leadership roles across hospitality POS, payments, or retail systems Experience rolling out platforms across multiple Southeast Asian markets Proven track record managing large, distributed teams (including leaders) Deep domain expertisein:POS / payments / hardware deployments Data migration and third-party integrations (PMS, inventory, accounting, ordering)Networking, field service, and install logistics Strong governance, risk management, and stakeholder communication skills Based in (or willing to relocate to) Jakarta

Preferred SkillsChange management and continuous improvement (Lean, Kaizen) Cutover leadership for complex or high-risk deployments Vendor ecosystem and SLA management Analytical mindset with forecasting and cohort analytics experience Clear and effective communication with executive and board-level audiences