City Onboarding Manager — City919

City919 • Full-time • Wilmington, DE, US • 2w ago

# City Onboarding Manager — City919 (Contract, Remote)

## About City919

City919 is an AI-powered municipal communications platform that gives every resident a single, easy-to-remember number — #919 — to reach any city service, 24/7, in 31+ languages. We're live in multiple cities with an aggressive growth pipeline including major metros and a potential statewide rollout. We need someone who can own the end-to-end process of launching new cities on the platform.

## The Role

You will be the primary point of contact for every new city from the moment the contract is signed through go-live and early adoption. Your core deliverable is executing a repeatable 3-week city launch workflow — on time, every time — while managing a virtual assistant to handle supporting tasks.

This is a hands-on operations role. You're equal parts project manager, relationship builder, and process enforcer. You'll work directly with city managers, department heads, and IT contacts to get each city configured, trained, and live.

## Core Deliverable: 3-Week City Launch

### Week 1 — Discovery and Setup

- Conduct kickoff call with city stakeholders (city manager, IT, communications)

- Collect department roster: names, titles, email addresses, and phone numbers for all departments receiving issue reports (public works, code enforcement, utilities, parks, animal control, etc.)

- Gather city-specific information: service hours, holiday schedules, key FAQs, department responsibilities

- Configure issue reporting categories and email routing for each department in the City919 admin dashboard

- Set up business directory categories relevant to the city

- Coordinate with the lead developer on any city-specific technical requirements

- Deliver a completed City Setup Checklist by end of Week 1

### Week 2 — Testing and Validation

- Run end-to-end test calls for every issue category and department routing

- Validate that issue report emails are reaching the correct department contacts with proper tracking numbers

- Test AI call flow: greetings, intent recognition, language switching, issue reporting, business directory queries

- Identify and resolve any routing errors, FAQ gaps, or call flow issues

- Conduct a 30-minute walkthrough with city IT or designated staff to confirm configuration

- Document any city-specific call flow customizations

### Week 3 — Training and Go-Live

- Deliver staff training session (virtual, 60–90 minutes) covering:

- How residents use #919

- How issue reports arrive via email and how to use tracking numbers

- How to access the City919 staff dashboard and analytics

- How to request changes to department routing or FAQs

- Execute soft launch: limited rollout or internal testing with city staff

- Monitor call volume, issue routing accuracy, and resolution rates during soft launch

- Coordinate with the city on public communications plan (press release, website update, social media)

- Confirm go-live and transition city to ongoing support

### Post-Launch (Weeks 4–6)

- Conduct 30-day check-in: review call analytics, resident satisfaction, and department feedback

- Identify FAQ gaps and routing adjustments based on real call data

- Ensure city staff are comfortable with the dashboard and reporting

- Flag any upsell opportunities (additional departments, business directory expansion, Direct Connect)

- Hand off to ongoing support workflow

## What You'll Own

- **City launch pipeline** — Manage 2–5 simultaneous city onboardings at various stages

- **Stakeholder relationships** — Be the trusted contact for city managers and department heads during launch

- **Virtual assistant management** — Direct the VA on daily tasks: scheduling calls, collecting documents, updating trackers, sending follow-ups

- **Process documentation** — Maintain and improve the onboarding checklist, templates, and playbooks as you learn what works

- **Quality assurance** — Every city goes live with fully tested routing, trained staff, and zero configuration errors

- **Weekly reporting** — Deliver a status update on all active onboardings (stage, blockers, next steps)

## Requirements

- 3+ years in customer onboarding, implementation, project management, or customer success — SaaS experience strongly preferred

- Experience working with government agencies, municipalities, or public sector clients is a significant plus

- Comfortable leading calls with non-technical stakeholders (city managers, department heads, elected officials)

- Highly organized — you manage multiple city launches in parallel without dropping details

- Clear written and verbal communication — you write emails that city staff actually read and respond to

- Self-directed — you don't wait to be told what to do next; you follow the playbook and flag blockers early

- Comfortable with tools like Supabase dashboards, spreadsheets, CRMs, and project trackers

## Nice to Have

- Background in municipal operations, 311 systems, or civic tech

- Experience managing virtual assistants or offshore support staff

- Familiarity with AI/voice platforms (ElevenLabs, Twilio, Bandwidth)

- Experience with rapid-growth startups where processes are still being built

## Details

- **Type:** Contract (1099)

- **Hours:** 30 hours/week with flexibility to scale up during heavy launch periods

- **Rate:** $20–$40/hour depending on experience

- **Location:** Remote (US-based preferred; must be available during Eastern or Central business hours for city calls)

- **Start:** Immediately — two new cities launching next week

- **Path to Full-Time:** This role converts to a full-time City Launch Manager position as we scale past 15 cities

## How to Apply

Send a brief note covering:

1. Your relevant onboarding or implementation experience

2. One example of a time you managed a multi-stakeholder launch or onboarding process

3. Your availability to start

Email: Support@City919.com

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*City919 is building the infrastructure that connects every resident to their city government — in any language, from any phone. If you want to be part of something that scales fast and matters, we want to hear from you.*

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