Job Description
Location East Coast; Remote Employment Type Full time Location Type Remote Department Operations Compensation $125K – $135K OverviewApplication 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 We replace outdated, manual parking operations with a modern platform powered by automation, computer vision, and data — delivering 20%+ net operating income improvements for our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. 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). What You'll Own 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 Who You Are 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 4–8+ years of experience in operations, or client-facing roles, with a strong preference for backgrounds in finance (banking), consulting, or operations at high growth startups. Demonstrated ability to manage complex onboarding engagements, lead multi-location rollouts, and build scalable processes from zero to one. Experience in real estate, parking, or other physical operations environmen