Global Director, Mid-Market Onboarding

Cloudbeds is looking for a strategic leader to spearhead the onboarding division for its mid-market segment. As the company continues to expand its footprint in the hospitality technology sector, this role is critical in bridging the gap between a new client signing a contract and achieving full operational success on the platform. The position requires a leader who can balance high-level organisational design with the fine details of project management, ensuring that complex installations are handled with precision.

About the role

This is a senior-level position designed for an experienced professional who understands both the nuances of hospitality operations and the complexities of SaaS delivery. You will take ownership of the entire onboarding lifecycle for one of the company's most significant segments. Your primary mandate is to move beyond simple troubleshooting and instead build a scalable, repeatable framework that ensures every mid-market hotel group transitions smoothly from the sales process to active usage.

You will be responsible for defining how the team functions, identifying bottlenecks in the current deployment process, and creating the standard operating procedures that allow the team to maintain quality as they grow. Because this is a global, remote-first organisation, success will depend on your ability to build trust and performance across distributed teams, ensuring that regional differences do not hamper the global standard of service.

What you’ll do

The core of this role involves transforming onboarding from a series of individual tasks into a structured, data-informed process. Your daily efforts will focus on:

• **Strategic Leadership:** Managing, mentoring, and scaling a high-performing team tasked with guiding hospitality clients through their initial configuration.
• **Operational Excellence:** Developing and documenting rigorous onboarding frameworks and SOPs that cater to the unique requirements of mid-market hospitality groups.
• **Performance Monitoring:** Tracking key performance indicators (KPIs) such as time-to-value, onboarding velocity, and post-implementation customer satisfaction scores.
• **Cross-Functional Collaboration:** Acting as the primary liaison between Sales, Product, and Account Management to ensure that the promises made during the sales cycle are successfully realised during implementation.
• **Escalation Management:** Serving as the final point of authority for high-risk or technically complex deployments that require senior intervention.

What they’re looking for

To be considered for this role, you must demonstrate a deep history in the hospitality technology space, paired with a robust background in team leadership. The ideal candidate brings:

• **Extensive Experience:** A minimum of 7 years of relevant experience within the hospitality or hospitality-tech sectors, with a significant portion of that time spent in a leadership capacity.
• **Remote Leadership:** Proven ability to manage, coach, and inspire teams across various time zones and cultural backgrounds.
• **Project Management Rigor:** A track record of executing multi-stakeholder projects, where coordinating between different departments is just as important as technical configuration.
• **Analytical Mindset:** Proficiency in using data to drive decisions, including the ability to build and interpret dashboards to monitor team health and efficiency.
• **Process Improvement:** Demonstrated success in taking unstructured or inefficient processes and turning them into streamlined, scalable workflows.

For candidates based in South Africa, this role represents a top-tier opportunity to join a global SaaS leader. Roles of this nature, particularly those requiring global oversight in the tech-hospitality space, are typically well-compensated in USD. Professionals in the SA market moving into such international remote positions can expect a salary range reflective of global standards for senior leadership, often exceeding local industry benchmarks for similar middle-management roles. The path from this role often leads into senior operations or customer success executive positions within the broader global technology landscape.

• 7+ years in hospitality or hospitality technology, including team leadership.
• Track record of building or improving onboarding frameworks.
• Proven people-leadership experience in a distributed, global environment.
• Strong project-management skills applied to complex multi-stakeholder deployments.
• Data-driven, comfortable with KPIs and dashboards.