Head of Onboarding, East

About the role

We're hiring an Onboarding Lead to own the function that takes new properties from signed deal to fully live, revenue-generating operations. This role sits at the center of Vend Park - bridging Sales, Operations, Product, and Customer Success. Onboarding sets the tone for the entire client relationship. You'll design systems that scale across dozens of concurrent launches while personally driving high-stakes implementations that require sharp judgment and strong client management. This is both a builder role (create systems) and an operator role (run live projects).

Responsibilities

• End-to-End Onboarding Execution
• Own the full lifecycle from sales handoff through kickoff, configuration, go-live, and handoff to Account Management. Manage multiple concurrent property launches across markets and ensure every onboarding is delivered on time, on budget, and with high client satisfaction.
• Cross-Functional Orchestration
• Act as the central quarterback across Sales (handoff quality, expectation-setting), Product & Engineering (feature gaps, edge cases), and Operations (staffing, enforcement, on-site execution). Define and enforce clear SLAs for every transition.
• Client & Stakeholder Management
• Build trusted relationships with property managers, asset managers, and key tenant stakeholders. Lead onboarding calls, manage expectations, navigate pushback, and own escalations for complex or high-visibility clients.
• Systems, Process & Scale
• Design onboarding playbooks, checklists, and workflows that scale across markets. Identify bottlenecks - data collection, signage, tenant communications - and eliminate them. Improve throughput and quality simultaneously.
• Configuration & Operational Setup
• Oversee setup of rates, passes, validations, billing structures, data uploads, system configuration, and third-party integrations (marketplaces, payments). Ensure accuracy and completeness before every go-live.
• Team Building
• Hire and manage onboarding coordinators as volume grows. Delegate execution-heavy tasks while retaining ownership of outcomes and client experience.
• What Success Looks Like
• You run 8-12+ concurrent onboardings without quality degradation
• Go-lives are predictable, repeatable, and low-friction
• Clients feel confident, informed, and supported from day one
• Internal teams trust onboarding as a high-functioning, reliable system
• Onboarding becomes a competitive advantage - not a bottleneck

Requirements

• Operator + Builder - You've run complex, multi-stakeholder projects end-to-end and you don't just execute - you design better systems.
• High Judgment - You navigate ambiguity, tradeoffs, and client-specific edge cases. You know when to standardize vs. customize.
• Exceptionally Organized - You manage multiple projects, timelines, and stakeholders without letting anything fall through the cracks.
• Client-Facing & High EQ - You're comfortable pushing back, managing expectations, and building trust with difficult stakeholders.
• Data-Driven - You're comfortable with messy data, pattern recognition, capacity forecasting, and process improvement.
• Scrappy - You take initiative, operate like an owner, and thrive in fast-moving, sometimes ambiguous environments.
• Enjoy Travel - This role requires travel up to 30% of the time.
• Preferred Background
• Why This Role Matters

Benefits

Additional Information

About Vend Park Vend Park is building the AI-powered operating system for parking in commercial real estate, and we've raised a $17.5M Series A from top investors to do so. We replace outdated, manual parking operations with a modern platform powered by automation, computer vision, and data - delivering 20%+ net operating income improvements for our clients. In under two years, we've scaled to 20+ cities and partnered with leading asset owners including Nuveen, Jamestown, and Federal Realty. We operate with high ownership, speed, and a bias toward action.

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