The RoleYou 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.
You Are- 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.
Nice to Have- 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.
