Director of Professional Services

About OnboardOnboard 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 RoleWe'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 buildthe 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, andyou'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 hygieneWhat 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-workstreamdelivery 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 createstructure others can rely on• Proptech, multifamily, SFR, or tech-enabled services background preferred• Possess competency in: Agility, Empathy, Curiosity, Proactive Problem-solving, Tech