HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Our Client is seeking a detail-oriented Onboarding & Implementation Specialist to temporarily join the team while a member is on medical leave.

This hands-on role is critical for the successful launch of new clients. You will be responsible for leading the client onboarding journey, building and configuring their digital products, and ensuring a seamless transition of accounts into service mode after implementation is complete.

This position sits at the intersection of client communication, project coordination, and technical execution.

Key Responsibilities

1. Client Onboarding & Project Coordination

• Lead the onboarding process for new clients from kickoff through launch.

• Act as the primary point of contact during the implementation phase.

• Gather all necessary client requirements, assets, and approvals.

• Coordinate timelines, milestones, and deliverables across internal teams.

• Ensure clients are consistently informed, aligned, and supported throughout the onboarding process.

2. Website & App Implementation

• Build and configure client websites within the CMS.

• Set up station apps, ensuring proper branding, navigation, and content configuration.

• Configure all pages, menus, widgets, promos, and integrations.

• Perform comprehensive QA testing to ensure products meet quality standards before launch.

3. Voice Skills & Platform Setup

• Configure and launch voice skills (e.g., Alexa) where applicable.

• Ensure correct content feeds, branding, and functionality are in place.

• Validate platform compatibility and performance across all products.

4. Launch & Transition to Service Mode

• Manage final launch steps and secure all necessary approvals.

• Conduct post-launch checks to ensure stability and accuracy of all new products.

• Transition completed accounts into service mode, accompanied by proper documentation.

• Provide detailed internal handoff notes for ongoing support teams.

5. Documentation & Process Adherence

• Maintain clear, accurate records of all builds, configurations, and client preferences.

• Follow established onboarding workflows and best practices.

• Proactively flag risks, blockers, or scope concerns at an early stage.

Qualifications

Required

• Experience in client onboarding, implementation, or project coordination.

• Solid background in WordPress, JavaScript, and HTML for building responsive and interactive web experiences.

• Strong understanding of CMS-based website builds and functionality.

• Excellent communication, organization, and project management skills.

• Ability to manage multiple complex onboarding projects simultaneously.

• High attention to detail and commitment to quality assurance (QA).

• Comfortable working with clients in a fast-paced environment.

Nice to Have

• Experience with media/broadcast platforms.

• Familiarity with mobile app builds or digital publishing tools.

• Experience setting up voice assistants or third-party integrations.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.