Manager, Experience Enablement

Manager, Experience Enablement Chicago, IL, United States Job Description Property Operations Enablement Manager plays a critical role in supporting the successful adoption of new tools, services, and operational processes across Equity Residential’s customer-facing teams. This role serves as a bridge between strategic planning and frontline execution—ensuring that change initiatives are well-coordinated, clearly communicated, and effectively implemented. With a strong emphasis on change enablement, training coordination, and operational communication, the Manager is responsible for driving employee readiness and reducing friction during rollouts. This role focuses on the “how” of execution—ensuring that teams are equipped, informed, and supported through consistent enablement programs that foster confidence, accelerate adoption, and improve overall performance. While not responsible for strategic planning or content creation, the Manager collaborates closely with business leaders, onsite teams, and functional experts to bring programs to life at scale. This role supports initiatives across Marketing, Pricing & Revenue, Sales & Service Strategy, and Customer Experience. Please note: Our current onsite work schedule requires attendance from Monday through Thursday each week, with remote work permitted on Fridays. WHO YOU ARE: A Strong Leader: You effectively lead cross-functional teams, providing clear direction to help both direct and indirect team members achieve goals and collaborate cohesively. Intellectually Curious: You are driven by a natural curiosity, always seeking to understand the "why" behind challenges in order to uncover unconventional solutions. Detail-Oriented and Process-Focused: You excel at enhancing and enforcing control processes to ensure operational efficiency and consistency. A Trusted Team Player: You thrive in collaborative environments, building constructive relationships that foster teamwork and deliver outstanding results. You take ownership of your commitments and hold yourself accountable to your colleagues. Organized and Composed: You are adaptable, confident, and able to prioritize multiple tasks and deadlines while maintaining composure in high-pressure situations, interacting seamlessly with individuals at all levels of the organization. A Strong Communicator: You are articulate, persuasive, and effective in both verbal and written communication, enabling you to connect with and influence others with ease. WHAT YOU’LL DO: Training & Enablement Support (40%) Coordinate the delivery of training and communication materials for property operations. Partner with Learning & Development and vendor teams to develop or update training content, including job aids, guides, and eLearning. Review and update policies, procedures, and internal documentation to ensure accuracy and consistency. Review and update policies, procedures, and internal documentation while partnering with business owners to ensure Echo pages and shared guidance remain accurate and current. Support onboarding and continuous learning for new hires and existing team members adopting new platforms or processes. Change Management, Communications & Feedback Measurement (40%) Develop change management plans in coordination with business leaders, and support the creation and delivery of communications that help teams understand, adopt, and sustain new tools and processes. Translate business changes into simple, actionable messaging for teams, with consistent branding and voice across channels, as well as both the employee and resident in mind. Track and report on training and communication effectiveness, including engagement, adoption, and satisfaction. Identify common questions or challenges to inform future enablement improvements. Facilitate in employee focus groups to align the needs of the business with the needs of our employees through change. Cross-Functional Coordination and EX/CX Alignment (20%) Collaborate closely with Property Ops, Sales Strategy, L&D, Marketing, and Centralization teams to stay aligned on initiatives and rollout timelines. Deliver training and change communications timely, ensuring teams are prepared and informed to successfully adopt new tools, services, and other operational process enhancements. Act as an operations advocate, bringing feedback and insights from community teams to improve future rollouts. REQUIREMENTS & EXPERIENCE: 5+ years of experience in training, enablement, or related fields. Bachelor’s degree preferred in Communications, Learning & Development or related areas. Strong understanding of adult learning theory, instructional design, and change enablement. Exceptional written and verbal communication skills, with the ability to simplify complex information. Proven ability to develop and deliver engaging training programs. Experience with communication planning and execution. Proficiency in Learning Management Systems (LMS) and instructional design principles. Experience designing training materials, including decks, guides, and eLearning assets. Ability to manage multiple priorities and work cross-functionally. Project management experience preferred. Strong organizational skills and attention to detail Strong analytical and problem-solving skills Experience working in fast-paced environments with frequent change. Travel Requirements: Domestic travel up to 4 trips a year. Machines, Tools and Equipment, Software: Computer proficiency with internet and email capabilities. Experience with Learning Management Systems (LMS). Proficiency with Google Apps/Suite. Experience with design software for training materials (Canva, Adobe Creative Suite, etc.) Salary: $85,000 - $115,000 per year; in addition to base salary, a discretionary annual 13% bonus is provided. The successful candidate's starting pay will be determined based on job-related skills, experience, and qualifications. Highlights of the wellbeing benefits for Full-time employees include: Physical Wellbeing: Medical, dental, vision care and wellness programs Social Wellbeing: Paid holidays, annual vacation time, paid sick leave, new parent benefits, adoption assistance Financial Wellbeing: Competitive Compensation, 401(k) Retirement Savings Plan, Rent Discounts, FSA/HSA, and company-paid life & disability insurance Community Wellbeing: Paid Community Service Hours Career Wellbeing: Leadership Development, Tuition Assistance Learn more about our Total Wellbeing program here. Equity Residential is an Equal Opportunity Employer. We are committed to equal employment opportunities for all job applicants and employees. No job applicant or employee will be discriminated against because of race, religion, color, sex, sexual orientation, gender, sexual/gender identity, age, disability, pregnancy, national origin, military or veteran status, or any other characteristic protected by applicable law. Equity Residential is committed to hiring a diverse workforce. Equity Residential has a smoke-free workplace environment.

Salary : $85,000 - $115,000