Director of Community Onboarding

Job Description

Job Description

The Director of Community Onboarding leads and manages team members of Community Onboarding and managers within the market. 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.

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.
• Must be willing and able to work a flexible schedule, including weekends, evenings and holidays and travel up to 60% as required by business needs.
• Other duties as assigned by Supervisor.

Minimum Qualifications:

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 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 and 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

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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