Director of Onboarding & Implementation

Position Overview

Boulevard is seeking an experienced, strategic, and customer-obsessed Director of Onboarding & Implementation to lead our customer onboarding function. In this role, you will be responsible for designing, scaling, and optimizing onboarding programs that drive efficient and effective activation measured by time-to-value, product adoption, and long-term customer success. You will manage a team of onboarding managers and specialists and collaborate cross-functionally with Sales, Product, Support, Marketing, and Customer Success teams to ensure a seamless and value-driven start for every new customer. The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard’s customers. As the Director of Onboarding, you will ensure the seamless onboarding of all of our customers from SMB to multi-location enterprises, franchises, and private equity-backed organizations that require customized onboarding approaches.

Responsibilities

Team Leadership & Development

• Lead, mentor, and grow the onboarding team, fostering a high-performance culture centered on customer satisfaction and outcomes.
• Foster a culture of ownership and adaptability, encouraging team members to think strategically about customer needs and proactively address challenges.
• Provide coaching for team members handling high-complexity implementations, helping them navigate multi-stakeholder environments.
• Ensure consistency in execution across the team while allowing for tailored approaches that accommodate enterprise customer nuances.
• Define expectations and drive accountability through regular 1:1 coaching and feedback sessions.

Enterprise Onboarding & Strategic Process Development

• Own and evolve the onboarding strategy to deliver scalable, repeatable, and personalized experiences across different customer segments (e.g., SMB, mid-market, enterprise).
• Define and track key onboarding KPIs such as activation velocity, time-to-value, product adoption, and customer satisfaction (CSAT).
• Drive the forecasting process to ensure visibility and alignment with quarterly company objectives.
• Partner with Sales to ensure smooth handoffs and set clear expectations with new customers as well as escalation protocols for at-risk use cases.
• Collaborate with Product and Support teams to provide feedback and contribute to product improvements and knowledge base resources.
• Continuously refine onboarding playbooks, training materials, and implementation processes to reflect product updates and customer needs.
• Identify areas for automation and process optimization to improve efficiency and consistency of onboarding delivery.

Company Information

Who is Boulevard?

Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most. Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen. We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most. Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too. Come Do The Best Work Of Your Life At Boulevard.

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