Head of Onboarding

About the role

Liven is hiring a proven Head of Onboarding to lead the full implementation lifecycle of our platform across Southeast Asia. This is a mission-critical role based in Jakarta, responsible for onboarding execution, team leadership, operational governance, and cross-functional alignment across POS, payments, integrations, and data systems.

This function cannot be automated. It requires disciplined, hands-on leadership to manage risk, scale field ops, and align diverse stakeholders with precision. AI and automation will support, but not replace, the impact of this role.

What you'll do

• Lead the full onboarding lifecycle: planning → install → integration → UAT → cutover → hypercare
• Build and manage a Jakarta-based onboarding team across implementation managers and field ops
• Design and enforce segmented onboarding playbooks for SMB, Mid-Market, and Enterprise venues
• Set and track operational KPIs: on-time rate, backlog aging, rework %, activation velocity, defect density
• Own Deal Desk and implementation gating: ensure data completeness and scope-fit before build begins
• Act as deployment command lead during cutover and high-risk go-lives
• Oversee tooling: onboarding orchestration, QA workflows, field dispatch, CRM/Billing integrations
• Manage field operations, site readiness, vendor coordination, and installation logistics
• Partner cross-functionally: Sales for smooth handoffs, Product for rollout readiness, Finance for revenue triggers
• Drive down install cost/unit and time-to-value through efficiency and vendor SLA management
• Publish onboarding dashboards and lead executive-level reporting

Qualifications

• 15–20 years of experience, including 10+ in onboarding, implementation, or field operations leadership
• Proven success scaling deployments across Southeast Asia in hospitality, retail, or payments tech
• Strong domain expertise in POS, payments, hardware deployments, data integration, and field logistics
• Track record of managing large teams and hitting SLAs in high-growth SaaS ($10M+ ARR)
• Deep experience with cross-functional project governance and executive stakeholder alignment
• Based in (or relocating to) Jakarta

Good to Have

• Command-centre leadership during enterprise cutovers or high-risk deployments
• Enterprise change management and stakeholder readiness
• Lean/Kaizen mindset for continuous improvement
• Vendor management and field optimization
• Comfort with cohort tracking, workload forecasting, and operational planning
• Strong executive communication and board reporting