Director of Onboarding Delivery (Remote)

What We Do

We help Financial Professionals build and grow their business in a variety of different ways.  With over 40,000 clients benefiting from our innovative solutions, we are dedicated to transforming their marketing efforts into growth engines. FMG is the leading all-in-one digital marketing platform empowering financial advisors, insurance agents, and enterprises with scalable and compliant marketing solutions designed to drive organic growth. 

Consistently ranked #1 in market share and customer satisfaction in the T3 Software Survey Report, FMG helps clients stay ahead of evolving trends and effectively implement marketing best practices. Through an intuitive, centralized platform, FMG enables users to efficiently manage websites, email, texting, social media, events, blogs, videos, and more—all in one place.

About Our Culture

At FMG, we have crafted an extraordinary work environment that perfectly balances hard work with an incredible team spirit. Since our inception over a decade ago, we've grown into a thriving community of 450+ dedicated employees spread across the globe. Our fast-paced, results-driven culture is matched by our commitment to maintaining a healthy work/life balance, ensuring that our team members feel fulfilled both personally and professionally.

Collaboration and open, thoughtful communication are at the heart of what we do. Our mission is to invest in motivated, successful individuals, supporting them as they excel both inside and outside of the workplace.

We're building a winning team of A+ players, and we invite you to be a part of this amazing journey. At FMG, you'll find an environment that champions growth, celebrates achievements, and fosters a sense of belonging. Join us, and let's create something extraordinary together!

Our Employee Benefits

At FMG, we’re serious about being an awesome place to work! We’ve earned the USA Top Workplace award four years running now, and we’re always looking for ways to keep things great—like regularly checking in on our benefits and pay to make sure you’re getting a truly competitive package.

• Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
• Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
• Our robust insurance plan includes:
  • Medical with $0 co-pay Telehealth plan 
  • Dental
  • Vision
  • Health Savings Account (HSA) with generous employer contributions
  • Flexible Spending Accounts (FSA)
  • Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
  • Company-paid Short & Long Term Disability coverage
  • Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• We’ll provide you with the work computer equipment you need to set you up for success!
  • Access to a private & secure workspace, free from distractions
  • Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
  • An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)
• Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style!

About the Role

The Director of Onboarding Delivery owns the client-facing onboarding experience for every client moving through implementation, across all FMG products in the Wealth and Protection & Benefits verticals. Implementation runs through three functions, onboarding, creative, and technical build. This role owns onboarding, the relationship with the client and the experience of being guided from kickoff through launch. It works closely with the creative and build teams but does not own their output. If a client feels lost, uninformed, or surprised at any point in implementation, that is this role's problem to solve.

Two managers report into this role, one leading onboarding for the Wealth business, which covers Essential and Premium, and one leading onboarding for Protection & Benefits. Today the two organizations run on different processes, different tooling, different escalation paths, and different definitions of done, and that same gap exists inside Wealth between Essential and Premium. This role is responsible for building one operating model across all of it, meaning a single delivery rhythm, a single set of standards, a common KPI framework, and documented process.

The combination required here is uncommon. You need to be a genuine manager of managers, able to hold two experienced leaders to a standard. You need the operational depth to look at the onboarding experience and see where clients are waiting, where they're confused, and where the process is breaking down before they notice it themselves. And you need to think about the process, with a documented current state, a defined target state, and a sequenced plan to get from one to the other. The goal is not to run onboarding delivery as it exists today. It is to build what it needs to become.

Compensation This position offers $80,000-$100,000 depending on qualifications and experience.

Primary Responsibilities & Expectations

Onboarding Delivery Across Verticals and Every Product Line

• Own the client's onboarding experience for every client across Wealth and Protection & Benefits, from intake through launch day.
• Hold the client relationship through the creative and build phases, keeping the client informed, setting expectations, and managing escalations, even when the work itself is happening on other teams.
• Hold accountability for time to launch, client satisfaction at launch, and escalation volume across every product line simultaneously.
• Know where each pipeline is stalling and why, at any point in the month, so client-facing timelines and expectations stay accurate.
• Protect the client experience through periods of volume, staffing change, and product change

• Build and enforce a single delivery operating model across Wealth and P&B, including intake, assignment, QC, escalation, and go-live.
• Standardize where standardizing helps and leave real product differences alone. Wealth’s Essential and Premium are different economics and should not be forced into one process for the sake of symmetry. P&B’s Fuse and Forge products have very different needs to launch. 
• Own the SOP library for all onboarding delivery, and hold managers accountable for keeping it current.
• Reduce the amount of process that lives only in an individual's head. Anything critical is documented and covered by more than one person.

• Lead, coach, and develop two Onboarding Managers, and hold them to the same standard you expect them to hold their teams to.
• Run a consistent weekly one-on-one rhythm, with commitments logged before the meeting and progress checked at the next one.
• Own succession and bench depth across the team lead layer. No team should be a single point of failure.
• Set the culture across the onboarding specialists and coordinators who sit under your two managers, even though you do not manage them directly.

• Own the outcomes for onboarding, including launches, time to launch, and client satisfaction.
• Ensure every team under you has a defined, documented KPI set.
• Diagnose the difference between a people problem and a process problem. 
• Deliver accurate, defensible reporting to the VP of Delivery Enablement and Implementation, and to senior leadership, on the agreed cadence.

• Own capacity planning for onboarding across Wealth and Protection & Benefits, including seasonality, month-end peaks, PTO, and enterprise spillover.
• Build the staffing case with evidence when the volume genuinely requires it, and find the efficiency first when it does not.
• Manage the cost of onboarding delivery, including headcount, contract and vendor capacity, and the cost of the automation you deploy.

• Partner with Creative Delivery and Technical Delivery, all of whom sit outside this org but inside every build timeline.
• Partner with the Director of Enterprise Onboarding & Migrations on the enterprise work that lands inside your teams, and flag conflicts with the retail queue early rather than absorbing them silently.
• Work with Sales on what is being sold, what is being promised, and where the two are drifting apart.
• Feed recurring build friction back to Product with specifics and volume attached.

• Support and service once a client's product is live. This organization delivers onboarding through launch. Once implementation is complete, the client belongs to Client Experience.
• Post-launch site edits, maintenance, and ongoing client relationship management.
• Enterprise onboarding programs and advisor migrations, which sit with the Director of Enterprise Onboarding & Migrations.
• Design and copywriting production, which sits with the Creative Delivery organization.
• Fulfillment and front-end development capacity, which sits with the Technical Delivery organization.

AI-First Expectation

FMG is building an AI-first delivery organization, and the Director of Onboarding Delivery is expected to be the internal driver of that shift across onboarding. Onboarding is full of repetitive, rules-based steps, intake, status updates, scheduling, escalations, and handoffs, which makes it one of the highest-leverage places in the company to apply automation. Identifying those steps, testing honestly whether the automation actually holds up, and making the ones that work into the standard way the teams operate is a core part of this job.

This goes beyond using AI personally. It means deploying it at the team level, building the playbooks and standards that govern how it is used, and holding your managers accountable for adoption. It also means being honest about cost. Automation that shifts spend from labor to tooling without moving throughput or cycle time is not a win, and this role is expected to know the difference and say so.

AI gives people more context, faster answers, and more time for the parts of onboarding that genuinely require judgment, the moments with the client that actually matter. We are not looking for someone who is curious about AI. We are looking for someone who already thinks in systems and sees AI as the most powerful leverage point in a modern delivery organization.

What You Bring

This role sits at the intersection of people leadership, operational rigor, and process design. All three are required.

Experience and Background

• 5+ years in delivery, implementation, or client operations leadership, including 2+ years managing managers.
• Proven ownership of a high-volume production or build operation with real deadlines and real client consequences.
• Track record of consolidating or standardizing operations that previously ran as separate teams.
• Experience owning and defending team performance metrics at the leadership level, and running a documented performance management process.
• Experience building capacity models and making the staffing case with evidence.
• SaaS, digital agency, or web production background strongly preferred. Financial services or insurance experience is a plus.
• Fluency with the systems that run this work, including HubSpot, ClickUp, and reporting tooling.

Skills and Qualifications

• Manages managers well. Sets the standard, holds the line, and does not take the work back.
• Comfortable with a hard conversation, and does not defer it.
• Thinks in process and systems. Can document a current state, define a target state, and sequence the path between them.
• Can read a pipeline or backlog, finds the actual constraint, and acts on it rather than on the loudest symptom.
• Strong judgment about what to standardize and what to leave alone.
• Clear, direct communication with executives, peers, and clients.
• Steady in a changing environment, and a stabilizing presence for the teams underneath it.
• Client-obsessed, with the discipline to protect the client experience while still improving margin.

At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to inclusion in our employees, services, and products, as well as in the communities in which we live and work. 

We are proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information.  If you require accommodation to complete the application or interview process, please contact peopleteam@fmgsuite.com.

You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/