Onboarding Program Manager

With over 138 years of innovation and service excellence, Burroughs keeps technology running for some of the largest financial institutions and retailers across North America. Through our North American network of field service professionals and digital support teams, we deliver full lifecycle management for payment and transaction automation, self-service, robotic, and IoT technologies—ensuring our customers experience maximum uptime and performance every day.

At Burroughs, we believe in growing our people as much as we grow our technology services. Many of our leaders began their careers in the field, and their success stories continue to inspire new generations of technicians, engineers, and support professionals. Our work is diverse, dynamic, challenging, and rewarding—but for those with curiosity, integrity, and a drive to learn, Burroughs is a place to build a lasting and meaningful career.

Job Summary

The Onboarding Program Manager is responsible for designing, building, and continuously improving a cohesive, unified, and repeatable onboarding program for Burroughs’ technical workforce. This role sits within the Training organization and plays a critical role in accelerating speed to competency and confidence for new hires supporting Burroughs-serviced and installed products. This individual will leverage AI-enabled learning technologies, content curation and data-lake strategies, augmented reality (AR), and mentorship-style shadowing models to modernize onboarding across field service, technical support, and product-centric roles. The role blends instructional design, knowledge architecture, and emerging technology to ensure onboarding is scalable, measurable, and tightly aligned to operational outcomes.

Essential Functions / Key Responsibilities

• Design and own a standardized, role-based onboarding framework that can be consistently deployed across products, regions, and technical roles.
• Build structured onboarding journeys that blend digital learning, instructor-led or virtual sessions, mentorship-style shadowing, and hands-on labs and simulations.
• Ensure onboarding content progresses logically from foundational knowledge to job-ready execution.

Knowledge, Skills \& Abilities

• AI-Enabled Learning \& Knowledge Architecture
• Leverage AI technologies to surface relevant onboarding content contextually, reduce time spent searching for technical information, and improve learner confidence during early field assignments.
• Partner with relevant teams to aggregate technical content into a centralized, searchable knowledge data lake.
• Apply metadata, tagging, and taxonomy standards to ensure content is discoverable and continuously usable.

Content Curation \& Knowledge Consolidation

• Identify and inventory all pockets of technical content across the organization.
• Curate, normalize, and structure content into a single source of truth for onboarding and early-tenure support.
• Establish governance for content quality, ownership, and lifecycle management.

Augmented Reality \& Experiential Learning

• Incorporate augmented reality (AR) and immersive learning approaches to support equipment familiarity, installation workflows, and maintenance and troubleshooting procedures.
• Collaborate with SMEs and vendors to align AR use cases to real-world field scenarios.

Mentor \& Shadowing Program Enablement

• Design scalable mentorship-style onboarding models that pair new hires with experienced technicians or specialists.
• Create structured shadowing plans, observation checklists, and skill validation milestones.
• Ensure consistency and quality across regions while allowing for local operational nuance.

Measurement, Optimization \& Continuous Improvement

• Define onboarding KPIs tied to operational outcomes such as time to first independent job, time to productivity, early-tenure error rates or callbacks, and new-hire confidence metrics.
• Use data and feedback to continuously refine onboarding pathways and learning assets.

Education \& Experience

Preferred Qualifications

• 2-5 years experience supporting field service, ATM, POS, smart safe, robotics, or unattended technology environments.
• Familiarity with AR/VR learning platforms.
• Experience with AI-powered search or knowledge tools.
• Background in instructional design models.
• Experience aligning onboarding outcomes to service or customer performance metrics.

Core Competencies

• Systems thinking and learning architecture design.
• Strong collaboration across technical and operational teams.
• Ability to translate complex technical information into structured learning pathways.
• Change leadership and influence without authority.
• Data-driven decision making and continuous improvement mindset.

Physical Requirements \& Working Conditions

• This is a largely sedentary role requiring use of typical office equipment such as a computer, laptop, and phone.
• Office-based position.

Burroughs is an Equal Opportunity Employer and Drug Free Workplace. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.