Onboarding Program Manager

About Wander

Wander is transforming the $100 billion plus short-term rental industry by managing every aspect of the guest experience — from technologically advanced smart homes to a user-friendly booking platform. Our goal is to help people discover their happy place, crafting the infrastructure that allows global travel experiences. We are a remote-first, close-knit team passionate about travel, technology, and creating memorable stay experiences, supported by leading investors and founded by startup veterans.

Role Overview

As the Onboarding Program Manager, you will be responsible for managing every new WanderOS account from contract signing up until the first booking, acting as the central coordinator for the onboarding process. Your duties include monitoring timelines, assigning task owners, identifying and removing obstacles, ensuring smooth customer experience, and escalating issues proactively. You will collaborate closely with teams such as Sales, Site Builders, Customer Success Managers, and Engineering within an office-based setting in Austin.

Key Responsibilities

• Maintain full ownership of the onboarding pipeline, tracking account progress, site development stages, blockers, and go-live schedules.
• Lead new accounts from closure to live pre-booking status within a 14-day timeframe.
• Identify daily blockers such as PMS synchronization issues, missing resources, unresponsive project managers, or product gaps; escalate and resolve with the right stakeholders.
• Delegate build assignments to Site Builders by evaluating capacity, expertise, and customer background; ensure builders have all information collected by Sales.
• Conduct regular weekly meetings with Site Builders, Customer Success Managers, and Sales teams to review status, assess risks, and uphold deadlines.
• Manage all customer communications during the build phase, providing a warm welcome, frequent progress updates, and timely revisions with a clear and professional tone.
• Detect recurring challenges affecting multiple customers and drive system-level improvements via process enhancements, automation, or product changes.
• Collaborate with Engineering and Operations to introduce automation into workflows, reducing manual coordination over time.

Candidate Profile

• Highly organized with excellent operational discipline, focused on completing tasks and preventing oversights.
• Capable of managing over 40 active accounts simultaneously without losing track or compromising quality.
• Detail-oriented, ensuring accuracy in dates, names, statuses, and follow-ups.
• Proficient with tools including Airtable, HubSpot, Slack, and Google Workspace; familiarity with PMS platforms like Hostaway, Guesty, Track, Streamline, OwnerRez, or Escapia is a plus.
• Strong written communication skills capable of resolving prolonged issues through concise emails.
• Results-driven, emphasizing timely go-live launches and high customer satisfaction rather than meetings or appearances.
• Excellent project management skills to handle multiple workstreams, stakeholders, and timelines concurrently.
• Technically adept, comfortable with APIs and integrating multiple tools, and quick to learn new systems.
• Personable and approachable with the ability to build trust rapidly with both customers and colleagues.

Preferred Qualifications

• Two to four years of experience in customer onboarding, implementation, or project management within fast-paced SaaS or hospitality environments.
• Experience with vibe coding and large language models (LLMs).
• Background in vacation rental, short-term rental, or hotel industries.
• Knowledge of workflow automation and automation-building tools.

Why Join Wander

• Opportunity to launch impactful products and processes affecting real homes, travelers, and revenue within your first year.
• Work with a lean, equity-offering team where leadership is accessible.
• Focus on meaningful contribution without corporate bureaucracy.