Job Description:
Community Onboarding Manager
Description
The Community Onboarding Manager is responsible for the end-to-end oversight and on-time delivery of new residential construction projects. This role builds relationships at assigned properties and supports field staff and all stakeholders, including property managers, developers, and their teams, throughout the project lifecycle. The position also educates new customers about the onboarding process and available technology products, ensuring a seamless white glove experience from project kick-off to successful handoff to the operations team.
Responsibilities:
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Maintain consistent communication regarding project status with property stakeholders.
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Exercise independent discretion to make decisions that ensure excellent customer service and maintain strong customer relationships.
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Maintain a regular presence at assigned properties and respond promptly to customer or builder requests, escalating issues to leadership as needed.
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Attend weekly site visits during the construction project and the move-in process, as well as ad-hoc on-site meetings.
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Coordinate and assist with the creation of project schedules to ensure on-time delivery.
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Track project milestones using project management and CRM tools to identify risks and escalate when necessary.
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Collaborate cross-functionally to resolve issues preventing on-time, quality delivery.
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Prepare daily/weekly project status and executive reports.
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Attend property kick-offs, town halls, board meetings, and sales office introductions as needed.
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Coordinate operational requirements such as on-site personnel, workspaces, equipment, and other logistical needs.
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Ensure accurate billing by obtaining a detailed list of units and providing information to the billing team.
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Lead pre-launch meetings with operations, construction, and sales teams.
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Coordinate contract deliverables, including hardware and services for common areas and back-office locations.
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Verify completion of common areas within contract scope prior to system activation.
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Perform other duties as required or assigned.
Minimum Qualifications:
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Bachelors degree in Business Administration, Communications, Project Management, or a related field (or equivalent work experience).
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2+ years of experience in project management, customer onboarding, or operations, preferably in telecom or technology industries.
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Leadership or supervisory experience is a plus.
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Proven ability to manage complex, customer-facing projects.
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Strong organizational and interpersonal skills.
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Proficiency with project management tools and CRM systems.