Community Onboarding Manager

Hotwire Communications Ltd • Orlando, FL

58d

About The Position

The Community Onboarding Manager oversees the end-to-end onboarding and on-time delivery of new residential construction projects. The role builds relationships at assigned properties and supports field staff and stakeholders—including property managers, developers, and their staff—throughout the project lifecycle. The manager educates new customers about the onboarding process and the company’s technology products, ensuring that each launch follows the plan and delivers a “white glove” experience from project kick-off through handoff to the regional operations team.

The position coordinates project schedules, tracks milestones and risks, communicates project status, and works cross-functionally to address barriers to timely, high-quality delivery. It also coordinates on-site operational needs, contract deliverables, customer and unit information for billing, and completion of contracted common areas before system activation.

Requirements

• Bachelor’s degree or equivalent experience; preferably in project management or business.
• For the Senior-level designation, at least 5 years of experience in telecommunications or a 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.
• Proficiency in Microsoft Excel.
• Previous experience using Salesforce.com.
• Strong interpersonal skills.
• Ability to work effectively with cross-functional teams.
• Ability to embrace and display company principles and demonstrate an understanding of Hotwire’s White Glove culture.
• Ability to interact with and support executive-level leadership.

Nice To Haves

• Knowledge of cable and telecommunications products and services.

Responsibilities

• Maintain ongoing communication with property stakeholders regarding project status.
• Use independent discretion to make decisions that support excellent customer service, maintain positive customer relationships, and provide timely responses to technology-related inquiries.
• Maintain a visible presence at assigned properties and respond to customer or builder personnel requests; intervene promptly when needed and escalate issues to leadership as appropriate.
• Maintain weekly presence during construction and the move-in process after TCO, and attend requested ad-hoc on-site meetings.
• Coordinate and assist in creating schedules to support on-time delivery.
• Track project tasks and milestones in Site Tracker and Salesforce, identifying risks that may require escalation.
• Work cross-functionally and with business partners to address barriers to timely, high-quality delivery and remove internal or external restrictions that may cause delays.
• Prepare daily and weekly project status and executive reports.
• Meet with community representatives as appropriate and attend kick-offs, town halls, and board meetings.
• Meet with Sales Office personnel to provide introductions and overviews and assess sales material needs.
• Collaborate with operational teams and create orders for operational requirements, including on-site personnel, back-office workspace, equipment, office trailer space when applicable, and restroom facilities.
• Obtain a qualitative list of units, including end-user names and addresses, and provide relevant information to billing to support accurate billing aligned with the contract.
• Coordinate pre-launch kick-off meetings with On-Site Operations, Construction, and Sales Teams.
• Work with the Enterprise team to coordinate contract deliverables, including hardware and services for common areas and back-office locations.
• Ensure contracted common areas are completed before system activation.
• Perform other duties as required or assigned.

Benefits

• Comprehensive healthcare, dental, and vision plans.
• 401(k) retirement plan with company match.
• Paid vacation, sick time, and additional holidays, including your birthday.
• Paid volunteer time.
• Paid parental leave.
• Discounts on Hotwire services for employees living at a property serviced by Hotwire, including high-speed internet, video, phone, and security services.
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level