Implementation & Process Specialist

About

Wander is revolutionizing the $100 B+ short‑term rental industry. We curate every aspect of the guest experience—from our smart homes to our intuitive booking platform. Our mission is to help people find their happy place, and our vision is to create the infrastructure for people to experience the world. Backed by top‑tier investors and led by experienced startup veterans, we're a tight‑knit, remote‑first team united by our passion for travel, technology, and creating unforgettable experiences.

Responsibilities

You are the air traffic controller for every new WanderOS account from contract signed to first booking. You own the onboarding pipeline end-to-end: timelines, owners, blockers, escalations, and the customer's experience along the way.

• Own the onboarding pipeline as the single source of truth (account stage, site stage, blockers, go-live dates).
• Drive every new account from "closed-won" to "live pre-booking" in 14 days or less.
• Triage blockers daily: PMS integration issues, missing assets, unresponsive PMs, product gaps.
• Route to the right owner and follow up until resolved.
• Assign builds to Site Builders based on capacity, skill, and customer context.
• Run a tight weekly cadence with Site Builders, CSMs, and Sales.
• Publish status, flag risk, hold the line on dates.
• Own the customer-facing communication during the build window.
• Spot patterns and get them fixed at the system level: process, automation, or product.
• Partner with Engineering and Ops to automate the workflow.

Requirements

• A relentless operator who makes lists, works them, and doesn't let things slip.
• Calm under pressure, able to run 40+ concurrent accounts without dropping a ball.
• Detail obsessive, with correct and current dates, names, statuses, and follow-ups.
• Comfortable with tools: Airtable, HubSpot, Slack, Google Workspace.
• A clear, succinct writer who can send a 3-sentence email that resolves a 4-day standoff.
• Output over optics, measuring yourself by go-live velocity and customer NPS.
• A strong project manager at heart, able to juggle multiple workstreams, timelines, and stakeholders.
• Technical and computer-savvy, comfortable working with APIs and integrating tools.
• Personable and friendly, building trust quickly with customers and teammates alike.

Nice to Have

• 2–4 years in customer onboarding, implementation, or project management at a fast-moving SaaS or hospitality company.
• Experience with vibe coding and LLMs.
• Experience with the vacation rental, STR, or hotel industry.
• Familiarity with workflow automation and building automations.

Why Wander

You'll launch products and processes that touch real homes, real travelers, and real revenue inside a year. We offer a lean team, equity from day one, and leadership accessible at all times. We don't do corporate bloat, we do impact.