Manager, Training & Support

Ovation•Las Vegas, NV

About The Position

The Manager, Training & Support develops, delivers, and maintains Ovation’s learning programs, Standard Operating Procedures (SOPs), and training standards across its residential property portfolio. The role supports in-person, virtual, hybrid, and e-learning instruction, partnering with HR, Operations, Technology, subject matter experts, and other teams to promote consistent processes, systems, and employee development. The manager designs training aligned with operational and cultural standards; supports onboarding, leadership development, and role-specific learning; and leads training for system rollouts, process changes, and operational initiatives. The role also manages LMS content and reporting, uses analytics and learner feedback to improve outcomes, supports RealPage/OneSite workflows and application needs, and oversees Blue Moon lease administration and legal-language updates with counsel. The position includes building and overseeing the Floating Department, including workforce planning and day-to-day people leadership. It also leads operational and training components of property transitions, including acquisitions and third-party onboardings, with a focus on Day 1 readiness, compliant execution, and 30/60/90-day stabilization in partnership with Operations and cross-functional teams. The role requires travel for on-site training and operational initiatives.

Requirements

At least 5 years of multifamily experience in training, learning and development, instructional design, or operational roles.
Strong knowledge of property management operations, including leasing, maintenance, compliance, and customer service.
Proven ability to design, facilitate, and evaluate training across various modalities.
Experience creating and maintaining SOPs and process documentation.
Familiarity with LMS administration and e-learning development tools.
Excellent communication, facilitation, project management, and relationship-building skills.
Proficiency with Microsoft Office Suite and property management systems such as OneSite, Knock, Grace Hill, or Easy LMS.
Ability to travel for on-site delivery, training rollout support, and operational initiatives.

Nice To Haves

Bachelor’s degree in business, education, human resources, organizational development, or a related field preferred.

Responsibilities

Develop and deliver engaging training in leasing, operations, customer experience, systems, compliance, and leadership.
Facilitate in-person, virtual, and hybrid learning experiences.
Design and deploy e-learning content through Ovation’s LMS.
Maintain and update learning materials to reflect current practices and company initiatives.
Partner with HR and Operations to align training with role expectations and development pathways.
Collaborate with subject matter experts to compile, draft, edit, and publish SOPs.
Keep SOPs current with operational expectations and company standards; coordinate their rollout, communication, and associated training.
Serve as a resource for teams seeking clarity on processes, policies, and best practices.
Partner with HR and Operations to design, implement, and maintain the onboarding experience; facilitate onboarding, systems training, and role-specific learning as needed.
Improve onboarding based on feedback, performance data, and business needs.
Develop and facilitate learning experiences for Community Managers, Regional Managers, and high-potential team members.
Support career development frameworks and advancement pathways, and provide training-related guidance to leaders coaching their teams.
Manage LMS content, structure, assignments, and reporting.
Track training completion, participation, and program effectiveness using learning data and field insights; recommend improvements based on analytics and learner feedback.
Partner with Technology, Operations, and other teams on system and platform rollouts; create training materials, SOPs, quick-reference guides, and support documents, and facilitate training and communication for adoption.
Administer RealPage/OneSite operational workflows and provide application support and compliant overrides as needed.
Own Blue Moon lease administration and coordinate legal-language updates with counsel.
Build and oversee the Floating Department, including workforce planning and day-to-day people leadership.
Lead operational and training components of new property transitions, including acquisitions and third-party onboardings, supporting Day 1 readiness, compliant execution, and 30/60/90-day stabilization.
Participate in cross-functional initiatives, special projects, new training programs, and strategic initiatives; assist with emerging training needs across the organization.