WiFi Connectivity Program Manager

BH Management Services, LLC•Remote - Texas, TX

10d•$80,000 - $87,000•Remote

About The Position

The Resident WiFi Connectivity Program Manager provides strategic leadership for the organization’s resident connectivity, internet, and IoT programs across its portfolio. The role is responsible for implementing, optimizing, and supporting connectivity initiatives while promoting consistent execution, operational excellence, and measurable business results. Acting as the primary business owner for resident connectivity programs, the manager works with property operations, marketing, centralized operations, executive leadership, internal stakeholders, and external partners to improve program performance, resident experience, and operational efficiency. The position leads program strategy, projects, teams, vendor relationships, performance measurement, budgeting support, and technology planning. It also supports onsite teams with implementation, training, troubleshooting, and operational readiness; coordinates resident communications; and helps ensure compliance with networking, cybersecurity, and company technology standards. The position is remote, with hiring restricted to candidates residing in the states listed in the posting, and requires travel of up to 60%.

Requirements

Previous WiFi experience is required.
Associate’s degree in Business, Project Management, Communications, Information Technology, or a related field preferred; equivalent education, training, and relevant experience will be considered.
Two or more years of experience in multifamily property management, program management, operations, technology implementation, or a related industry preferred.
Ability to manage multiple priorities, projects, and deadlines in a fast-paced environment with accuracy and attention to detail.
Ability and willingness to travel up to 60%, including local and overnight travel within assigned markets and regions by automobile and air transportation as needed.
Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, and ability to use business applications to analyze data, track performance, and support decision-making.
Working knowledge of project management methodologies, tools, and best practices, including planning, implementation, stakeholder coordination, and performance tracking.
Strong organizational, analytical, and problem-solving skills.
Excellent written, verbal, and interpersonal communication skills, with the ability to tailor messaging to diverse audiences.
Ability to build collaborative relationships and influence outcomes among onsite teams, corporate partners, residents, vendors, and external service providers.
Ability to work independently with minimal supervision and contribute effectively in a cross-functional, team-oriented environment.
Commitment to exceptional customer and resident experiences, operational excellence, and organizational objectives.
Ability to work extended hours as needed to meet business needs.
Ability to remain stationary for extended periods, move occasionally throughout an office, operate a computer and other office equipment, perform frequent repetitive wrist, hand, and finger movements, communicate effectively, and occasionally lift up to 30 pounds.
Close visual acuity for preparing and analyzing data and figures, viewing a computer terminal, and extensive reading.
Ability and means to travel locally and overnight in specific regions or states by automobile and airplane may be required.

Nice To Haves

Experience with SmartHome technology, devices, and systems.
Experience with Adobe products and project management software.
Associate’s degree in Business, Project Management, Communications, Information Technology, or a related field.
Two or more years of experience in multifamily property management, program management, operations, technology implementation, or a related industry.

Responsibilities

Lead and execute the Resident Internet and Smart Technology Program strategy across the portfolio, aligning it with organizational goals and performance targets.
Develop initiatives to improve operational efficiency, resident adoption and satisfaction, and financial performance.
Define, track, and report program goals, KPIs, and performance metrics to internal stakeholders and executive leadership.
Evaluate program effectiveness using data, industry insights, and stakeholder feedback, and recommend and implement enhancements.
Ensure consistent program execution and standards across all markets and communities.
Lead, coach, and develop team members; set performance expectations and provide feedback and development opportunities.
Manage resource planning, workload distribution, and project assignments; support hiring, onboarding, training, performance evaluations, and succession planning.
Oversee concurrent installations, conversions, upgrades, and technology initiatives, ensuring they are completed on time, within scope, and within budget.
Identify risks, remove obstacles, resolve issues, and escalate critical issues with recommended solutions and clear executive communication.
Partner with Operations, Construction, IT, Marketing, Accounting, Procurement, Compliance, and external vendors to deliver program initiatives.
Build relationships with national partners, consultant groups, internet service providers, installation vendors, and technology partners.
Manage vendor performance and lead vendor reviews, ensuring adherence to contracts, service levels, quality standards, timelines, and company requirements.
Ensure compliance with company standards for networking, security, onboarding, insurance, and invoicing.
Analyze portfolio performance and monitor installation timelines, service quality, adoption rates, customer feedback, vendor performance, utilization, revenue, and efficiency.
Support budgeting, forecasting, and long-term technology planning.
Partner with onsite teams on implementation, training, issue resolution, and operational readiness; oversee installation quality assurance and program compliance.
Coordinate resident communications and marketing efforts related to internet services.
Maintain accurate project documentation in company-approved systems and support adoption of program-related technologies and platforms.
Use Microsoft 365, project management tools, reporting platforms, and property management systems to monitor program performance.
Coordinate troubleshooting with IT teams and vendors and ensure adherence to networking, cybersecurity, and technology standards.
Lead cross-functional meetings and present program updates, performance insights, risks, and recommendations to executive leadership.
Support enterprise initiatives related to resident technology and innovation, improve processes, and standardize best practices.
Champion a high-quality resident experience through reliable internet services, guidance and training for onsite teams, and responsive handling of resident concerns.
Support departmental and organizational initiatives, demonstrate strong customer service, and represent the organization professionally.
Perform other duties as assigned.