What are the responsibilities and job description for the Onboarding & Implementation Manager position at Wander?
About Wander
Wander is revolutionizing the $100 B short‑term rental industry. We curate every aspect of the guest experience—from our smart homes to our intuitive booking platform. Our mission is to help people find their happy place, and our vision is to create the infrastructure for people to experience the world.
Backed by top‑tier investors and led by experienced startup veterans, we're a tight‑knit, remote‑first team united by our passion for travel, technology, and creating unforgettable experiences.
The Role
You are the air traffic controller for every new WanderOS account from contract signed to first booking. You own the onboarding pipeline end-to-end: timelines, owners, blockers, escalations, and the customer's experience along the way. If a build is stuck, a PMS isn't syncing, or a Site Builder is overloaded, you see it before anyone else and you unblock it.
This is a hands-on, in-office role in Austin. You'll work shoulder-to-shoulder with Sales, Site Builders, CSMs, and Engineering.
What You'll Do
Wander is revolutionizing the $100 B short‑term rental industry. We curate every aspect of the guest experience—from our smart homes to our intuitive booking platform. Our mission is to help people find their happy place, and our vision is to create the infrastructure for people to experience the world.
Backed by top‑tier investors and led by experienced startup veterans, we're a tight‑knit, remote‑first team united by our passion for travel, technology, and creating unforgettable experiences.
The Role
You are the air traffic controller for every new WanderOS account from contract signed to first booking. You own the onboarding pipeline end-to-end: timelines, owners, blockers, escalations, and the customer's experience along the way. If a build is stuck, a PMS isn't syncing, or a Site Builder is overloaded, you see it before anyone else and you unblock it.
This is a hands-on, in-office role in Austin. You'll work shoulder-to-shoulder with Sales, Site Builders, CSMs, and Engineering.
What You'll Do
- Own the onboarding pipeline as the single source of truth (account stage, site stage, blockers, go-live dates).
- Drive every new account from "closed-won" to "live pre-booking" in 14 days or less.
- Triage blockers daily: PMS integration issues, missing assets, unresponsive PMs, product gaps. Route to the right owner and follow up until resolved.
- Assign builds to Site Builders based on capacity, skill, and customer context. Make sure each builder has every piece of context Sales captured.
- Run a tight weekly cadence with Site Builders, CSMs, and Sales. Publish status, flag risk, hold the line on dates.
- Own the customer-facing communication during the build window. Warm welcome, status updates, revision turnaround. White-glove tone, short and clear.
- Spot patterns. If 5 customers hit the same blocker, get it fixed at the system level : process, automation, or product.
- Partner with Engineering and Ops to automate the workflow. Manual coordination is a temporary state.
- A relentless operator. You make lists, you work them, and you don't let things slip.
- Calm under pressure. You can run 40 concurrent accounts without dropping a ball.
- Detail obsessive. Dates, names, statuses, follow-ups — all correct, all current.
- Comfortable with tools: Airtable, HubSpot, Slack, Google Workspace. Bonus if you've worked in a PMS (Hostaway, Guesty, Track, Streamline, OwnerRez, Escapia).
- A clear, succinct writer. You can send a 3-sentence email that resolves a 4-day standoff.
- Output over optics. You measure yourself by go-live velocity and customer NPS, not meetings attended.
- A strong project manager at heart — you can juggle multiple workstreams, timelines, and stakeholders without dropping a ball.
- Technical and computer-savvy — you're comfortable working with APIs and integrating tools; you pick up new systems fast.
- Personable and friendly — you build trust quickly with customers and teammates alike.
- 2–4 years in customer onboarding, implementation, or project management at a fast-moving SaaS or hospitality company.
- Experience with vibe coding and LLMs
- Experience with the vacation rental, STR, or hotel industry.
- Familiarity with workflow automation and building automations.
- You'll launch products and processes that touch real homes, real travelers, and real revenue inside a year.
- Lean team, equity from day one, leadership accessible at all times.
- We don't do corporate bloat. We do impact.
Salary : $100