Community Onboarding Manager

Job Description

Job Description

The Community Onboarding Manager is responsible for the end-to-end oversight and on-time delivery of new residential construction projects. The Community Onboarding Manager builds relationships at assigned properties and supports our field staff and all stakeholders, including property managers, developers, and their staff, throughout the project lifecycle. The role also educates new customers about the onboarding process and our suite of technology products. The Community Onboarding Manager ensures 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.

RESPONSIBILITIES:

• Maintain constant and ongoing communication regarding project status with property stakeholders. 
• 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.  Engaged on immediately responding to a customer or builder 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.
• Coordinate 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 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 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 (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 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 after system activation.
• Other duties as required or assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree or equivalent experience, preferably in project management or business.
• (Sr.) 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 
• Strong interpersonal skills
• 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

BENEFITS:  

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including: 

• Comprehensive Healthcare/Dental/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.  Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks 

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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