Community Onboarding Manager

Duties / Responsibilities

• Maintain constant and ongoing communication regarding community status with project stakeholders.
• Ensure the launch process progresses according to plan and the property receives the "white glove" experience from project kick-off to successful handoff to our regional operations team.
• Consistently use independent discretion to facilitate decisions that ensure excellent customer service, create, develop and maintain positive customer relationships, and provide timely responses to all inquiries regarding technology needs.
• Maintain consistent presence and visibility at assigned property(s) and be responsive to requests from customers or builders’ personnel.
• Engage in and immediately respond to customers or builder/develop staff that is in need of immediate intervention, escalate to leadership accordingly.
• Maintain weekly presence during the new construction project as well as the move-in process after TCO.
• Attend any ad-hoc on-site meeting requests.
• Cook up and assist with the creation of schedules to ensure on-time delivery.
• Track project tasks utilizing Site Tracker and Sales Force to ensure all milestones are met and to identify any risk points requiring escalation.
• Work cross-functionally and with business partners to mitigate circumstances preventing on-time qualitative delivery while working with partners to remove internal and external restriction points that could cause delays.
• Prepare meaningful daily/weekly project status and executive reports.
• Meet community representatives whenever appropriate.
• Coordinate and attend kick-offs, town halls, staff meetings and board meetings.
• Meet with Customer Care, Sales Office, and builder/developer personnel for introduction, overview, and collateral/material delivery and training.
• Collaborate with operational teams and create orders for all operational needs, including several on-site personnel, back-office workspace, equipment, office trailer space on-premises if applicable, restroom facilities, etc., and all other necessary equipment for operational efficiency.
• Obtain a qualitative list of units (homeowner names and/or addresses) and provide all relevant information to internal teams to ensure accurate account set up and billing is aligned with the contract.
• Cook up and attend “pre-launch” kick-off meetings with the On-Site Operations, Construction, and Sales Teams.
• Work with our Enterprise team to coordinate contract deliverables, including hardware and services to common area(s) and back-office locations.
• Ensure that the common area(s) within the contract are completed before system activation.

MINIMUM QUALIFICATIONS

• Bachelor’s degree or equivalent experience, preferably in project management or business.
• Minimum of 5 years’ experience in telecommunications or related technical field.
• Proven track record of managing all aspects of a successful project throughout its lifecycle.
• Strong problem-solving skills and willingness to think outside the box.
• Knowledge of cable and telecommunications products and services is a plus.
• Proficient in Microsoft Excel.
• Previous use of Salesforce.com.
• Skilled at working effectively with cross-functional teams.
• Must embrace and display company principles and demonstrate an understanding of Hotwire’s White Glove culture.
• Ability to Interact/Support Executive Level Leadership.