Director of Community Onboarding

Duties / Responsibilities

• Develop and maintain relationships with key stakeholders in assigned communities, at division offices where communities are being developed and across internal business units to successfully deliver Hotwire communities.
• Oversee constant and ongoing communication regarding community status with project stakeholders.
• Oversee team to 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.
• Oversee team to 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.
• Lead team to 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 needs immediate intervention, escalate to leadership accordingly.
• Oversee the tracking of project tasks utilizing Site Tracker, Sales Force and/or specified tools to ensure all milestones are met and to identify any risk points requiring escalation.
• Oversee 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.
• Participates in developmental training, certifications, and increased proficiencies of team.
• Oversee that work with our Enterprise commercial team to coordinate contract deliverables, including hardware and services to common area(s) and back-office locations according to the contract for the community project.

Qualifications

• Bachelor’s degree preferably in project management or business
• Minimum of 7 years of supervisory or managerial experience in telecommunications or related technical field
• Expert in Microsoft Excel
• Previous use of Salesforce.com
• Excellent leadership and interpersonal skills
• Five years overseeing Concierge-level Customer Service and sales experience is preferred
• One year experience overseeing installation of Common Area Services
• One year overseeing Professional A/V Installation Experience preferred
• Broad Knowledge of all A/V Technology Considerations
• Industry-related experience preferred