Onboarding Manager

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. ABOUT THE ROLE The Customer Experience team is responsible for launching, supporting, and strengthening relationships with Boulevard's customers. As the Onboarding Manager for our Small/Medium Business segment, you will lead a team of 8–12 Onboarding Specialists (OSs) responsible for driving fast, consistent, and high-quality activations across our highest-volume customer segment. This role is ideal for a leader who thrives on operational rigor, forecasting discipline, and coaching a team to hit velocity targets at scale. SMB success is defined by speed, standardization, and repeatability — helping customers reach value quickly through a consistent, well-executed process. You'll be accountable for outcomes, not activity: activation velocity, forecast accuracy, and team execution quality. Above all, you'll ensure every customer is positioned to achieve long-term success by balancing implementation speed with solution quality, customer readiness, and adoption. WHAT YOU'LL DO Team Leadership & Development Manage and develop a team of 8–12 OSs through structured 1:1s, Gong-based coaching, and performance reviews. Drive a culture of ownership and accountability — coaching specialists to lead customer timelines firmly rather than passively tracking status. Run structured weekly portfolio reviews covering On Track, At Risk, On Hold/Delayed, Forecasted Out, and Aging accounts, with a defined recovery plan and owner for every at-risk account. Own new hire ramp quality, volume, and velocity, including acting as a buddy/shadow resource for new specialists' early customer assignments. Develop future leaders through mentoring, stretch assignments, succession planning, and career development conversations. Execution & Portfolio Management Own team activation velocity against benchmark targets. Track and enforce efficiency standards across the funnel to eliminate backlog drag. Maintain forecast accuracy and hold specialists accountable for defensible, evidence-based commits. Analyze operational trends to identify root causes impacting activation velocity, forecast accuracy, cancellations, customer delays, and portfolio health. Ensure customers consistently complete implementation milestones and activation readiness standards. Customer Risk Leadership Own customer risk identification, mitigation strategies, and executive escalations to maximize activation success. Operational Excellence & Continuous Improvement Identify systemic bottlenecks across onboarding and recommend scalable process improvements. Use portfolio trends and operational data to influence tooling, playbooks, customer journey improvements, and cross-functional initiatives. Partner with Operations to improve