Training and Operations Support Manager

• Develop and deliver ongoing training programs for new and existing property management employees.
• Maintain training materials, manuals, operational procedures, and related resources.
• Ensure training content aligns with company policies, regulatory requirements, and operational best practices.
• Monitor training completion, effectiveness, and employee competency.
• Identify training gaps and implement targeted solutions.
• Provide operational support to promote consistent application of policies, processes, and procedures.
• Serve as a subject matter expert on operational policies, systems, and workflows.
• Lead and support the implementation of new systems, procedures, and operational initiatives.
• Develop and maintain process documentation and standard operating procedures (SOPs).
• Partner with operations leadership to identify inefficiencies and implement process improvements.
• Strengthen internal controls through effective training on compliance, documentation, and approval requirements.
• Maintain accurate training and operational records for reporting and audit purposes.
• Conduct operational audits and reviews in Yardi to identify opportunities to enhance reporting accuracy, operational efficiency, and process consistency.
• Assist Accounting and Operations teams in identifying inconsistencies and discrepancies in operational and financial reporting.
• Serve as a liaison among Accounting, Operations, team leads, and Yardi Support to troubleshoot, coordinate, and facilitate resolution of identified reporting and system inconsistencies.
• Manage and oversee complaints received through the resident hotline, coordinating with property management, operations leadership, and other departments as needed to facilitate timely resolution.
• Escalate sensitive, urgent, or unresolved resident matters to the appropriate leadership or functional area.

Serve as a liaison among property operations, accounting, and other cross-functional teams.

• Coach and support managers and supervisors on training execution and operational best practices.

• Promote a culture of accountability, consistency, and continuous improvement.

• Maintain current knowledge of applicable laws, company policies, and HUD regulations and support adherence to applicable requirements.

• Perform other work-related duties as assigned, including providing support in other functional areas to cover absences, address peak work periods, or otherwise balance workload demands.

• Bachelor’s degree preferred.

• Minimum of five years of progressive property management experience.

• Yardi software experience preferred.

• Experience with Bond, HOME, FDIC, LIHTC, and HUD/Section 8 property management programs highly desirable.

• Demonstrated leadership, team management, and interpersonal skills.

• Sound judgment and effective decision-making and problem-solving skills.

• Strong conflict-resolution, de-escalation, and customer-service skills.

• Proven ability to manage priorities, achieve objectives, and meet deadlines.

• Strong business acumen with the ability to collaborate effectively at all organizational levels, both internally and externally.

• Excellent organizational and time-management skills with the ability to manage multiple priorities.

• Excellent written and verbal communication skills.

• Intermediate or advanced proficiency in Microsoft Office Suite, particularly Excel.

• Authorized to work in the United States.