Director of Community Onboarding
Hotwire Communications
- Raleigh, NC
- Permanent
- Full-time
- 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 FisionX 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 required or assigned.
- Bachelor’s degree or equivalent experience, preferably in project management or business
- Minimum of 7 years of supervisory or managerial experience in telecommunications or related technical field
- Five years overseeing Concierge-level Customer Service and sales experience is preferred.
- Proven track record of managing all aspects of a successful project throughout its lifecycle
- Knowledge of cable and telecommunications products and services is a plus
- 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
- One year overseeing Technical Troubleshooting and Issue Diagnostic Skills
- Strong problem-solving skills and willingness to think outside the box.
- Proficient in Microsoft Excel and previous use of Salesforce.com
- Strong leadership and interpersonal skills
- Skilled at working effectively with cross-functional teams
- Must embrace and display company principles and demonstrate an understanding of Hotwire’s White Glove culture.
- Ability to Interact/Support Executive Level Leadership
- Bilingual (Spanish) – Strongly Preferred
- Must have clean State issued Driver’s License
- Comprehensive Healthcare/Dental/Vision Plans
- 401K Retirement Plan with Company Match
- Paid Vacation, Sick Time, and Additional Holidays
- Paid Volunteer Time
- Paid Parental Leave
- Hotwire Service Discounts
- Employee Referral Bonuses
- Exclusive Entertainment Discounts/Perks