Head of Onboarding, East Coast

Vend Park is building the AI-powered operating system for parking in commercial real estate, and they are seeking an Onboarding Lead to manage the onboarding process for new properties. This role involves overseeing the entire onboarding lifecycle, ensuring high client satisfaction, and designing scalable systems to improve efficiency.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• Hire and manage onboarding coordinators as volume grows
• Delegate execution-heavy tasks while retaining ownership of outcomes and client experience