Operations and Training Manager

Operations and Training Manager, Residential Management

Reports to Director of Residential Management

Cordish Living is seeking a highly organized and results-driven Operations Manager to drive operational consistency and excellence across its luxury multifamily portfolio. This role is responsible for implementing operational strategies, Standard Operating Procedures (SOPs), portfolio-wide training initiatives, compliance programs, and technology implementation projects to ensure consistency, efficiency, and exceptional resident experiences across all communities.

The Operations Manager reports to the Director of Residential Management and supports onsite leadership teams to drive operational performance, maintain regulatory compliance, implement best practices, support new community initiatives, and oversee successful adoption of company systems and processes. This position serves as a key resource for operational audits, training, software implementation, process improvement, and compliance oversight.

Essential Duties & Responsibilities

Operations & SOP Execution

• Implement and maintain company Standard Operating Procedures (SOPs) across all residential communities.
• Conduct operational audits to ensure adherence to company policies, procedures, and performance standards.
• Manage lease file audits and achieve 100% compliance for move-ins, transfers, renewals, move outs and resident documentation.
• Audit renter's insurance verification and compliance requirements.
• Manage and maintain Entrata settings, workflows, permissions, and operational processes.
• Develop, document, implement, and continuously improve operational procedures and best practices.
• Identify opportunities for automation, efficiency, standardization, and process improvements.
• Provide hands-on operational support and guidance to onsite teams across the portfolio.
• Ensure consistent execution of company initiatives and operating standards across all properties.
• Partner with community leadership teams to address operational deficiencies and implement corrective action plans.
• Support new community openings, property transitions, and other portfolio-wide operational initiatives.

Training & Development

• Lead onboarding and operational training for new hires across the residential portfolio, engaging Cordish Living Directors, marketing, and accounting team members for additional training and culture exposure.
• Ensure all new team members receive consistent training on company policies, SOPs, systems, compliance requirements, and operational expectations.
• Facilitate ongoing training programs related to operational procedures, compliance requirements, and software platforms.
• Develop and maintain training materials, guides, resources, SOPs and process documentation.
• Serve as a subject matter expert on company operating procedures, Entrata functionality, and operational best practices.
• Partner with community leadership teams to identify development opportunities and operational training needs.

Systems & Technology Implementation

• Oversee implementation, rollout, and adoption of new software, technology platforms, and operational tools across the residential portfolio.
• Partner with internal departments and third-party vendors to ensure successful deployment and optimization of systems.
• Coordinate shops, process development, training, and communication plans related to new technology implementations.
• Monitor adoption and usage of systems and provide support to onsite teams as needed.
• Evaluate operational systems and workflows and recommend technology solutions that improve efficiency, reporting, and resident experience.
• Maintain consistency in system configuration and utilization across residential portfolio.

Compliance & Operational Audits

• Serve as the portfolio resource for operational compliance and company standards.
• Conduct regular audits of resident files and documentation to ensure compliance with company requirements and regulatory standards.
• Ensure proper retention, organization, and storage of operational records and documentation.
• Identify compliance deficiencies and implement corrective action plans.
• Provide ongoing training and guidance regarding Fair Housing, ADA and HUD requirements, company policies, operational standards, and regulatory compliance.
• Ensure compliance with all federal, state, and local regulations applicable to residential operations.
• Conduct property operational reviews to ensure consistent execution of company procedures and service standards.

Leadership & Performance

• Lead and support operational initiatives across all communities.
• Collaborate with community leadership teams to improve operational performance and consistency.
• Monitor operational KPIs, audit results, and compliance metrics.
• Hold teams accountable for execution of company policies, procedures, and operating standards.
• Foster collaboration and communication between communities and support departments.
• Assist in developing operational strategies aligned with company goals and objectives.
• Maintain strong relationships with internal stakeholders, vendors, and business partners.
• Serve as a resource to communities requiring additional operational support.

Qualifications

Required

• Minimum of five (5) years of multifamily property management, operations, compliance, training, or portfolio administration experience.
• Strong knowledge of multifamily operations, lease administration, file auditing, and regulatory compliance.
• Experience with Entrata or comparable property management software platforms.
• Strong organizational, project management, and problem-solving skills.
• Proven ability to train, coach, and develop team members.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
• Ability to manage multiple portfolio-wide initiatives while maintaining organization, accuracy, and attention to detail.

Preferred

• Bachelor's degree in Business, Real Estate, Hospitality, Management, or a related field.
• CAM, CAPS, ARM, CPM, or other industry certifications.
• Experience overseeing multiple communities or centralized operations functions.
• Experience implementing and managing operational software platforms.
• Experience developing operational procedures, training programs, and compliance initiatives.
• Experience supporting new community openings, lease-ups, or property transitions.

Supervisory Responsibility

• Provide training, mentorship, and operational oversight to onsite teams across the portfolio.
• Lead implementation and adoption efforts for operational systems and company procedures.
• May supervise support personnel and project teams as assigned.

Working Conditions

This position operates in a professional office environment and regularly collaborates with onsite property teams throughout the portfolio. Travel to each community is expected on a quarterly basis, with additional travel as needed to support operational initiatives, training, audits, system implementations, and community needs. The role routinely uses standard office equipment and technology platforms and requires the ability to manage multiple priorities while maintaining attention to detail.