Director, Customer Onboarding & Implementation

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, MedSpas, 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.

The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard customers. We are seeking a seasoned leader for our Customer Onboarding function, which owns the new customer account implementation process from contract signature to several weeks post-launch. Reporting to the VP of Customer Experience (CX), this Director will scale a balanced Onboarding operation while developing a healthy team and collaborating with leaders throughout Boulevard to shape the future of this critical phase of the customer journey.

What you’ll do:

• Lead and grow the team of Customer Onboarding professionals through regular communication, goal setting, coaching, and career development planning

• Define and manage all operational metrics for the team from high-level KPIs to individual Onboarding Specialist scorecards that align with company goals

• Design the team organizational structure, including layers and specialization, to support the organization's growth in both volume of customers and emerging verticals and segments

• Develop strategy during the implementation phase to reduce customer effort, boost trust in Boulevard, and set the stage for long-term loyalty and future growth

• Partner with other function leaders to align messaging, process, and systems to create cohesive, premium, and efficient implementations for customers; aggregate feedback and share insights to continuously improve the experience

• Interact directly with customers, through the standard course of implementation or during escalated situations

What you need to thrive:

• 3+ years in building teams and leading people in customer-facing organizations

• 8+ years experience in customer-centric Service Operations, Onboarding, Sales Fulfillment, or Logistics roles

• Prior work at a rapid-growth technology startup, with post-sale customer experience

• Solid understanding of value drivers in recurring revenue business models

• Superior verbal and written communication skills with humility and humor

• Strong empathy for customers AND passion for growth

• Analytical and process-oriented mindset

• Bonus points for experience with Salesforce and ChurnZero

• Personal interest in the beauty, wellness, and self-care industry

How We’ll Take Care Of You:

In addition to the wonderful people you’ll get to work with (meet some of them here!) and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically. 

• ✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance. 

• 🏝 Take a break whenever you need with our flexible vacation day policy. 

• 🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month. 

• 💚 Family planning resources and specialized support programs. 

• 🔮 Equity: get ahead on the ground floor and grow with Boulevard. 

• � Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.

Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.