Job Description

About Onboard
Onboard by Conservice is a tech-enabled internet management service built for multifamily and single-family
rental property owners. We manage the full internet program lifecycle — from ISP contracting through
resident enrollment, implementation, and ongoing account management — so property owners can deliver a
better resident experience without the operational complexity.

The Role
We're looking for a Director of Professional Services to lead the team that turns signed contracts into live,
enrolled, and value-generating customer programs. You'll manage our Implementation and Resident
Marketing Leads— and be responsible for keeping those functions coordinated, high-performing, and
operating at a consistent standard.
This is a people leadership and delivery governance role. The VP of Customer Success sets strategy and holds
top-line targets. Your job is to make the team leads excellent: develop their capabilities, maintain the project
portfolio view, resolve cross-function dependencies before they become customer-visible problems, and build
the operating rhythm the pod needs to run well without constant escalation.
The right candidate is a strong operator with real coaching instincts and project management discipline.
You've managed multiple teams before, you know how to build accountability without micromanaging, and
you're comfortable creating structure in an environment that doesn't have all of it yet.

What You'll Own
• 3-5 direct reports and their development via 1:1s, performance feedback, goal-setting, and hiring
• Pod-level project governance: portfolio visibility, escalation paths, cross-function handoff standards,
and delivery methodology documentation
• Coordination between PS functions, the Account pod and cross-functional collaborators, ensuring
clean handoffs, shared priorities, no gaps the customer notices
• Process improvement and operational documentation across the pod — playbooks, SOPs, tooling
hygiene

Qualifications

What We're Looking For
• 4–6 years in professional services, implementation, customer success, or post-sale operations — with
at least 2 years managing a team
• Strong project management instincts — PMP or equivalent a plus; you keep multi-workstream
delivery on track without owning every workstream directly
• A genuine coach — you develop people, not just manage tasks
• Operationally minded: you build repeatable processes, write clear documentation, and create
structure others can rely on
• Proptech, multifamily, SFR, or tech-enabled services background preferred
• Possess competency in: Agility, Empathy, Curiosity, Proactive Problem-solving, Tech