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Boulevard is a client experience platform for appointment-based self-care businesses (salons, spas, medspa, barbershops). The Onboarding Manager leads a team of 8–12 Onboarding Specialists responsible for driving fast, consistent, and high-quality customer activations in the Small/Medium Business segment.
You will own team leadership and development through structured 1:1s, Gong-based call coaching, and performance reviews. You'll drive a culture of ownership and accountability, ensuring specialists lead customer timelines proactively rather than passively tracking status. You'll run weekly portfolio reviews covering On Track, At Risk, On Hold/Delayed, Forecasted Out, and Aging accounts, with defined recovery plans for every at-risk account. You'll own new hire ramp quality, volume, and velocity, and develop future leaders through mentoring and succession planning.
On the execution side, you'll own team activation velocity against benchmark targets, track efficiency standards to eliminate backlog drag, and maintain forecast accuracy. You'll analyze operational trends to identify root causes impacting velocity, forecast accuracy, cancellations, and portfolio health. You'll ensure customers consistently complete implementation milestones and meet activation readiness standards.
You'll identify and mitigate customer risk, escalating to executives when needed to maximize activation success. You'll identify systemic bottlenecks and recommend scalable process improvements, using portfolio trends and operational data to influence tooling, playbooks, and customer journey improvements. You'll partner with Operations on reporting, automation, and efficiency gains.
You'll score and review Gong calls per coaching cadence, delivering documented coaching tied to specific behaviors: driving vs. tracking, handling pushback, timeline control, and escalation discipline. You'll run portfolio-focused, action-oriented team meetings covering activation pacing, risk cohorts, backlog recovery, and skill development.
This role is ideal for a leader who thrives on operational rigor, forecasting discipline, and coaching teams to hit velocity targets at scale. Success is defined by speed, standardization, and repeatability—helping customers reach value quickly through consistent, well-executed processes. You'll be accountable for outcomes: activation velocity, forecast accuracy, and team execution quality.
