Job Description

Role Overview:

We are seeking an empathetic and strategic Onboarding & Change Manager to lead user onboarding, change adoption, and trust-building initiatives-particularly within underserved communities. This role plays a critical part in ensuring smooth transitions, driving platform engagement, and fostering long-term relationships grounded in trust and inclusivity.

Key Responsibilities:

• Design and execute onboarding programs tailored for users in underserved and diverse communities.

• Facilitate change management strategies that encourage adoption of new tools, processes, or platforms.
• Act as a trusted liaison between users and internal teams, championing user feedback and building cultural alignment.
• Develop educational content and engagement campaigns to demystify technology and encourage confident usage.
• Monitor onboarding metrics, user feedback, and community sentiment to continuously improve support.
• Coordinate cross-functionally with Product, Support, and Outreach teams to ensure seamless user experiences.
• Foster trust through transparent communication, empathetic support, and culturally competent engagement.

Qualifications:

• 5-8 years of proven experience in onboarding, change management, community engagement, or user success roles.
• Deep understanding of the challenges faced by underserved populations in accessing or adopting new technologies.
• Strong communication, facilitation, and interpersonal skills.
• Familiarity with tools like CRM platforms, engagement analytics, and knowledge base systems.
• Passion for equity, inclusion, and building trust across diverse communities.

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