Community Onboarding Manager

About the role

The Community Onboarding Manager is responsible for the end-to-end oversight and on-time delivery of FisionX's new residential construction projects. This role builds relationships at assigned properties and supports field staff and all stakeholders—including property managers, developers, and their staff—throughout the project lifecycle. The Community Onboarding Manager also educates new customers about the onboarding process and the company’s suite of technology products, ensuring the launch process progresses according to plan and the property receives a "white glove" experience from project kick-off to successful handoff to the regional operations team.

Responsibilities

• Maintain constant and ongoing communication regarding project status with property stakeholders.
• Use independent discretion to facilitate decisions that ensure excellent customer service, 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.
• Respond immediately to customers or builders in need of intervention and escalate to leadership as needed.
• Maintain weekly presence during the new construction project as well as the move-in process after TCO.
• Attend ad-hoc on-site meeting requests.
• Coordinate and assist with the creation of schedules to ensure on-time delivery.
• Track project tasks using Site Tracker and Salesforce to ensure all milestones are met and identify risk points requiring escalation.
• Work cross-functionally and with business partners to mitigate circumstances preventing on-time, qualitative delivery while removing internal and external restriction points that could cause delays.
• Prepare meaningful daily/weekly project status and executive reports.
• Meet community representatives as appropriate and attend kick-offs, town halls, and board meetings.
• Meet with Sales Office personnel for introduction, overview, and sales material needs assessment.
• Collaborate with operational teams to create orders for all operational needs, including on-site personnel, back-office workspace, equipment, office trailer space (if applicable), restroom facilities, and other necessary equipment for operational efficiency.
• Obtain a qualitative list of units (end usernames and addresses) and provide all relevant information to billing to ensure accurate billing aligned with the contract.
• Coordinate “pre-launch” kick-off meetings with the On-Site Operations, Construction, and Sales Teams.
• Work with the Enterprise team to coordinate contract deliverables, including hardware and services to common area(s) and back-office locations.
• Ensure that common area(s) within the contract are completed before system activation.
• Perform other duties as required or assigned.

Requirements

• Bachelor’s degree or equivalent experience, preferably in project management or business.
• Minimum of 5 years’ experience in telecommunications or a 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 and previous use of Salesforce.com.
• Strong interpersonal skills and ability to work effectively with cross-functional teams.
• Must embrace and display company principles and demonstrate an understanding of Hotwire’s White Glove culture.
• Ability to interact and support executive-level leadership.

Benefits

• Comprehensive healthcare, dental, and vision plans.
• 401K retirement plan with company match.
• Paid vacation, sick time, and additional holidays (including your birthday).
• Paid volunteer time.
• Paid parental leave.
• Hotwire service discounts for employees who live on a property serviced by Hotwire (high-speed internet, video service, phone, and security service).
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.