Onboarding Coordinator

Job Description

Job Description

Onboarding Coordinator – Haven Vacation Rentals
Full-time | Hybrid (Sevier County, TN — Smoky Mountains)
Reports to: General Manager
Compensation: USD $50,000/Year

Haven Vacation Rentals is a fast-growing short-term rental management company in the Smoky Mountains, pairing five-star guest experiences with genuine owner partnership. We manage a growing portfolio of vacation homes with a relentless focus on cleanliness, maintenance, guest satisfaction, and owner trust. We move fast, solve problems before they happen, and treat every owner like the business partner they are.

• Faithful Stewardship. We treat every owner's property and every guest's stay like it's our own.
• Excellence. We hold a high standard and sweat the details others skip.
• Humility. We stay coachable, own our misses, and put the team first.
• Teamwork. We win together across functions — no silos, no ego.
• Continuous Improvement. If something isn't working, we change it. We iterate every week.

You'll own Haven's new-property onboarding end to end — from signed agreement to live listing — with a target of taking every home live in under 6 days. You're the owner's guide through their first experience with Haven: welcome calls, clear expectations, education on payouts and statements, and a clean handoff to the Owner Relations team. It's a hybrid role — mostly remote or in-office, with in-person owner meetings and inspections at the property when needed. You keep the checklist tight, direct VAs and vendors, and make onboarding faster every cycle. When onboarding volume is light, you flex into Owner Relations support.

• Own the full onboarding cycle from signed agreement to live, tracking every property against the under-6-day target.
• Be the owner's main point of contact during onboarding — welcome calls, proactive updates, and fast, friendly responses to every text, email, and call.
• Educate owners on Haven's processes, payout timing, and statements (line by line), and introduce the Owner Relations team structure so no one exits onboarding with open questions.
• Manage cross-functional handoffs: listing creation, photography, pricing setup, keys/access, cleaning setup, and welcome packet.
• Coordinate photography, pricing, and cleaning readiness with Tendwell and other vendors, and work with the Onboarding Ops Support Staff to schedule and confirm lock installation.
• Manage a clean handoff from Sales once an agreement is signed, and partner with the tech team on listing and PMS setup.
• Direct VAs on data entry and QA across the PMS and other tech-stack tools.
• Meet owners in person at their property when requested, or when an onboarding inspection is needed.
• Keep the onboarding checklist/SOP current and find ways to make it faster — flag process gaps and help fix them, don't just work around them.
• Run the handoff to Owner Relations, including a 30-day check-in with every new owner.
• Serve as overflow support for Owner Relations on owner calls and tasks when onboarding volume is slow.
• Escalate blockers immediately — don't let a stalled step sit.

• Homes onboarded and taken live on time, under the 6-day target
• Cycle time — baseline tracked and trending down
• Zero missed steps on the handoff checklist
• Owner understanding of Haven's processes, payouts, and team structure by the end of onboarding
• 30-day owner check-ins completed, with satisfaction tracked
• Process improvements or automations that reduce cycle time

• Fluent, professional English (written and spoken). You'll communicate directly with U.S.-based owners.
• Available on U.S. business hours.
• Organized executor. You thrive on checklists and juggle multiple properties at different stages without dropping a step.
• Clear communicator. Comfortable being an owner's primary contact during a high-stakes transition, and you write and speak with zero ambiguity.
• Patient teacher. You explain payouts, statements, and processes as many times as it takes, without making an owner feel like a bother.
• Comfortable in the field. Just as effective meeting an owner at their property as on a call — and you don't mind the drive.
• Detail-oriented and fast-moving. You catch small issues before they become owner-facing problems, and you treat the 6-day clock as real.
• Flexible. You shift between onboarding and owner-relations work based on where the week's workload is heaviest.
• Tech-forward. Comfortable in a PMS, directing VAs, and using tools that make onboarding faster.
• Self-directed and dependable in a hybrid setup — reliable computer, stable high-speed internet, and a quiet workspace.
• Values-aligned. You lead with integrity and hold to our values: Faithful Stewardship, Excellence, Humility, Teamwork, and Continuous Improvement.

• Experience in vacation rental, short-term rental, hospitality, or property management.
• Familiarity with OwnerRez, Guesty, Hostaway, Breezeway, Lodgify, or similar STR software.
• Familiarity with Stripe or other payment/onboarding platforms.
• Experience designing SOPs, training programs, or process-improvement initiatives.
• Background in operations, project coordination, or continuous improvement.

• A hybrid role in the Smoky Mountains with real ownership and visible impact.
• A foundational seat on the Owner Relations team as Haven scales toward roughly 100 net new properties a year.
• Direct exposure to leadership and a clear path to grow as the company grows.
• A fast-paced, supportive, data-driven team that values initiative.

USD $50,000/Year

General Manager, Haven Vacation Rental