Operations Training Manager

Join TAM Residential- Where Your Career Thrives

At TAM Residential, we are more than a property management service provider for the multifamily community. We’re dedicated to maximizing the value of every property and delivering above-market returns for our clients, supported by a unique company culture built on communication, collaboration, creativity, and innovation.

Ready to be part of a team that values your success? Join us at TAM Residential and help us continue our journey of excellence in the property management industry.

TAM was awarded NAA's Top Employer for 2022!

JOB SUMMARY:

The primary responsibility of the Operations Training Manager is to deliver high-impact learning experiences, support the design and maintenance of curriculum, and partner directly with property management communities to strengthen operational consistency, employee confidence, and execution. Reporting to the Director of Training and Development, the Manager facilitates both virtual and in-person instruction, conducts structured onsite community visits, maintains dynamic learning resources across platforms, and serves as a key ambassador for TAM’s operational standards and company culture across all property locations.

ESSENTIAL JOB FUNCTIONS:

Dual-Modality Training Delivery:

• Facilitate engaging, compelling virtual webinars, interactive workshops, and in-person classroom sessions for new and existing property management employees, covering company orientation, systems usage (Entrata), compliance standards, and operational SOPs.

Onsite Community Engagement & Audits:

• Conduct targeted community visits (up to 50% travel) to observe workflows, provide recommendations to onsite staff, reinforce Entrata/SOP best practices, assist during new property transitions/onboarding, and identify operational training gaps.

Content & Multimedia Development:

• Assist in designing, developing, and maintaining modern learning assets, including presentation decks, job aids, microlearning videos, role success guides, and Grace Hill/LMS e-learning modules.
• Maintain and update current training materials, SOP job aids, and reference guides as systems and operational processes evolve.

Cross-Functional & Operational Partnership:

• Collaborate closely with Operations, HR, Compliance, Accounting, Products, Maintenance and Systems teams to ensure training content aligns with field needs, legal standards, and business priorities.
• Oversee the mystery shopper program, analyzing customer experience results, identifying service and performance gaps, and partnering with operational leaders to develop targeted training and coaching interventions that improve service quality and customer satisfaction.
• Provide ongoing support, Help Desk ticket triage, and post-training coaching to site employees to accelerate time-to-proficiency and reinforce behavior change.
• Work with Human Resources to support seamless onboarding transitions, 30/60/90-day tracking, and early new-hire engagement.
• Maintain and proactively communicate the master training calendar, session logistics, and learner registrations.
• Track learner attendance, course completions, and compliance reporting in Grace Hill and Entrata.
• Facilitate logistical details (scheduling, room setup, technology checks, material preparation, and host-site coordination).
• Stay informed on legal, regulatory, affordable housing, and Fair Housing requirements impacting operational SOPs.
• Perform other duties as assigned.

SKILLS + ABILITIES:

• Excellent written and verbal communication skills with an executive-ready, engaging presentation style.
• Exceptional interpersonal, relationship-building, and active listening skills; ability to build instant credibility and rapport with site-level staff, property managers, and corporate partners.
• Ability to engage adult learners across diverse experience levels, learning preferences, and operating environments.
• Strong organizational, project management, and time-management skills with high attention to detail.
• Ability to manage multiple training deliverables concurrently, meet deadlines, and adapt smoothly to shifting operational priorities.
• Proficiency in e-learning authoring tools, graphic design apps, and multimedia software (e.g., Canva, PowerPoint, Camtasia, Loom, Adobe Creative Cloud, or AI-assisted content tools).

EDUCATION + EXPERIENCE:

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Training & Development, Business Administration, Education, or a related field preferred.
• Minimum 3+ years of experience in learning delivery, instructional design support, or property management field operations.
• Prior experience in multifamily property management (conventional or affordable housing) strongly preferred.
• Hands-on proficiency with Entrata PMS, Grace Hill / LMS administration, and PayCor preferred.
• Proficiency with Microsoft Office 365 (PowerPoint, Word, OneNote, Teams), virtual facilitation platforms (Zoom, Teams), and digital authoring tools.

TRAVEL REQUIREMENTS:

• Must be able to travel up to 50% of the time, including overnight travel, to conduct onsite community visits, host-site training sessions, and regional property transitions.

WORKING CONDITIONS:

• Ability to operate in an open corporate office environment with moderate noise.
• Ability to work at the corporate office and travel up to 50% to community, host-site, and regional locations as needed.
• Ability to sit or stand for extended periods, operate computer/AV equipment, and transport training materials up to 25 pounds.

The statements above are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. TAM Residential reserves the right to assign or reassign duties as needed to meet business needs.

BENEFITS:

Associates who are regularly scheduled for and work 30 hours or more per week are eligible for company-sponsored benefits the 1st day of the month, following completion of 30 continuous days of employment. Benefits offered include medical, dental and vision coverage, as well as 401K and life insurance. Regular, full-time associates are eligible to accrue paid time off (PTO) and holiday pay.

TAM Residential is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, disability, genetic information, protected veteran status, or any other characteristic protected by law.