Onboarding & Offboarding Manager
Department: Operations Location: UK or Poland Description Are you ready to lead critical business transitions that shape customer experience and operational success? We’re looking for an Onboarding and Offboarding Manager to own the end-to-end delivery of new customer onboarding and controlled service exits across the Team Internet DIS portfolio. In this role, you’ll ensure every transition is structured, visible, and delivered at pace—safeguarding operational readiness, customer satisfaction, and commercial continuity. Sitting within the PMO & Strategy Delivery function, you’ll work closely with Product, Engineering, Operations, and Commercial teams to drive seamless execution and maintain governance standards across all transition streams. If you thrive on managing complexity and delivering impact, this is your opportunity to make a difference. Key outcomes of the role Onboarding
- Lead the end-to-end delivery of onboarding projects for new customers and brands entering the DIS portfolio. Develop detailed transition plans covering technical, operational, and commercial readiness. Coordinate cross-functional teams to manage dependencies, risks, and deliverables, ensuring all governance requirements, system access, and readiness documentation are completed before launch. Maintain visibility of progress through PMO reporting and regular stakeholder updates.
- Manage structured offboarding projects and controlled service exits to ensure smooth decommissioning with minimal disruption. Oversee data management, access removal, and compliance activities in collaboration with Legal, Operations, and Security teams. Ensure all contractual, operational, and documentation requirements are fulfilled before service closure, and communicate timelines and risk mitigations clearly to stakeholders.
- Own the delivery plan for onboarding and offboarding streams, aligning with PMO governance and portfolio cadence. Chair monthly pipeline review meetings to maintain visibility on upcoming opportunities and delivery feasibility. Facilitate discussions on scope, risks, and dependencies, flagging scalability concerns early. Provide progress and readiness reports to senior leadership, embedding checkpoints within governance gates and capturing lessons learned for continuous improvement.
- Ensure all transitions meet operational readiness criteria before go-live or service closure. Oversee preparation of handover documentation, escalation paths, and operational support details. Work closely with Commercial and Customer Care teams to ensure a smooth transfer into business-as-usual support. Validate that monitoring, reporting, and access requirements are fully operational at handover.
- Continuously review and refine onboarding and offboarding frameworks, templates, and checklists to improve speed and quality. Identify bottlenecks, inefficiencies, or recurring risks and implement solutions. Contribute to PMO delivery standards and share best practices across teams to drive consistency and excellence.
- Have a passion for delivering seamless customer experiences and operational excellence during critical business transitions.
- Bring demonstrable experience in managing onboarding, migrations, or service transition projects in a complex, multi-brand, or technology-driven organization.
- Enjoy a fast-paced environment where priorities shift and collaboration is key to success.
- Bring the experience of working with cross-functional teams including Product, Engineering, Operations, and Commercial.
- Be able to understand our product portfolio and how service transitions impact technical and operational readiness.
- Be happy to attend governance meetings, pipeline reviews, and stakeholder updates to maintain visibility and alignment.
- Know how to establish structured plans, governance checkpoints, and risk mitigation strategies for smooth transitions.
- Be curious, research, and ask questions to uncover dependencies, identify risks, and drive continuous improvement.
- Be results and target driven with a focus on delivering projects on time, within scope, and to the highest quality standards.
- Be working with the rest of the team in collaboration, and make sure you track your activity in PMO tools such as Jira and Confluence to ensure visibility and accountability.
- Demonstrate excellent communication skills, both oral and in writing to engage stakeholders and influence senior decision-makers.
- Have exceptional organisational skills and attention to detail to manage multiple projects simultaneously.
- Be a creative thinker, always thinking “how can we” improve processes, frameworks, and delivery standards.
- Show a strong desire to succeed and make a difference by driving operational readiness and customer satisfaction.
- Proven experience managing onboarding, migrations, or service transition projects in a complex, multi-brand, or technology-driven organization.
- Strong understanding of project delivery, service lifecycle management, and operational readiness processes.
- Demonstrated ability to manage multiple, cross-functional projects simultaneously.
- Project management or service management certification (PRINCE2, PMP, ITIL, or equivalent) preferred.
- Proficiency in project and portfolio tools such as Jira and Confluence.
- Excellent written and verbal communication skills with the ability to influence senior stakeholders.
- We are collaborative, fair, consciously inclusive, and flexible
- We trust, value, and support our people to make the difference
- We believe that diversity of thought and experience provides the platform for innovation and creativity
- We invest in the development of our people to drive our ambitions forward
- We offer a range of benefits (including your choice of tech) and a competitive package
- We offer a great work environment in an internationally successful enterprise in the online services industry