The Operations and Training Manager is responsible for providing training and operational support, project management, and coordination to ensure effective and compliant operations within the residential division. This position directly reports to the Senior Director of Residential.

TRAINING AND SUPPORT

• Implements, oversees and assigns proper training programs and for onsite residential employees.
• Identifies training needs and ensures implementation to improve results, using available CSM resources and adhering to CSM training policies.
• Creates, implements and oversees an onboarding training program for office employees at the residential properties, collaborating with Corporate and onsite employees.
• Provides interim site management during management transitions, specifically Community Managers, and one-on-one training for new Community Managers.
• Serves as the primary department liaison with Minnesota Housing Association (MHA), National Apartment Association (NAA), Institute of Real Estate Management (IREM) and other organizations to identify opportunities for education, networking, and employee recognition.

OPERATIONS

• Identifies areas for improvement, offers suggestions to enhance efficiency and productivity, and implements ideas that achieve operational excellence.
• Plans and facilitates monthly Community Manager meetings providing both internal and external resources to offer valuable information, such as standard operating process (SOP) updates and content relating to residential initiatives.
• Manages and oversees the secret shopper program by maintaining the vendor relationship, scheduling upcoming shops, and reviewing shop outcomes. Partners with the respective Regional Property Manager and Community Manager for a follow-up action plan when needed.

PROJECT MANAGEMENT

• Manages special projects and works towards residential initiatives by providing guidance for best practices for all project related tasks.

ADMINISTRATIVE SUPPORT

• Provides administrative support to the residential team by preparing and updating reports and distribute materials accordingly.
• Maintains and updates business resources such as SOP’s and any appropriate updates to the company intranet.
• Provides Yardi software administrative support and serves as the point of contact for the onsite employees.

COMPLIANCE

• Collaborates with the Facilities department and Regional Property Managers to prepare and oversee the properties the plan for HUD inspections and ensures necessary follow-up and paperwork are completed timely and distributed to the correct contacts.
• Manages and oversees the Grace Hill system, ensuring that all onsite employees are up-to-date and compliant with required courses and/or training.

MISCELLANEOUS

• This role is integral to the ongoing operations of the residential division. From time to time, various projects and/or tasks will come up that will require this position's input, coordination, and oversight.

Education:High school diploma or GED; degree or equivalent experience preferred.

Experience/Knowledge/Skills/Abilities:

·A minimum of 5 years of relevant industry experience is required.

·Yardi system experience is required, with Yardi (Market Rate) system experience preferred.

·Understanding of the multi-family industry, metrics and operations is required.

·Proficiency in computer skills; Microsoft Office preferred.

·Strong skills in effective verbal and written communication, innovation, process improvement, and prioritization.

·Operates with integrity, adaptability, and attention to detail.

·Travel up to 40% of the time to local properties and up to another 40% of the time to out-of-state properties.

This document describes the general nature and level of work required of those assigned to this role. It is not intended to be an all-encompassing list of responsibilities, duties, and skills. Responsibilities may vary depending on brand/location. All associates are expected to deal with customers and co-workers positively and respectfully and perform duties safely and effectively.

To perform this job successfully, the individual must be able to satisfactorily perform each essential duty/responsibility and meet all criteria under physical demands, with or without accommodation.

This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship. Management retains the discretion to add duties or change the duties of this position at any time.

CSM Corporation is an equal opportunity employer who provides employment opportunities to qualified persons without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, marital status, veteran status or any other area prohibited by applicable laws and regulations.