Manager, Training & Support

Ovation•Las Vegas, NV

About The Position

The Manager, Training & Support plays a key role in shaping how learning is developed, delivered, and experienced across the portfolio. This role blends instructional design, facilitation, SOP development, system rollout support, and partnership across HR and Operations to ensure that employees at every level have a clear path to perform, grow, and succeed. The Manager, Training & Support is responsible for developing, delivering, and maintaining Ovation’s learning programs, SOPs, and training standards across the portfolio. This role supports all aspects of learning—including in-person facilitation, virtual instruction, and e-learning development—while partnering closely with HR, Operations, Technology, and subject matter experts to implement consistent processes and systems.

Requirements

Bachelor's degree in business, Education, Human Resources, Organizational Development, or a related field preferred.
5+ years of multifamily experience in training, learning & 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 (e.g., Onesite, Knock, Grace Hill, Easy LMS).
Ability to travel for on-site delivery, training rollout support, and operational initiatives.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Responsibilities

Create, update, and deliver high-quality training that aligns with Ovation’s operational and cultural standards.
Develop and maintain Standard Operating Procedures (SOPs) in partnership with SMEs.
Support onboarding, leadership development, and role-specific learning across the portfolio.
Lead training components for new system rollouts, process changes, and operational initiatives.
Utilize data and LMS analytics to evaluate and improve learning outcomes.
Administer RealPage/OneSite operational workflows and deliver 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's leadership.
Lead the operational and training components of new property transitions (acquisitions and third-party onboards), ensuring Day1 readiness, compliant execution, and 30/60/90day (about 3 months) stabilization in partnership with Operations and cross functional teams.
Serve as a strategic partner for HR and Operations to develop employees and elevate performance.
Develop and deliver engaging training across 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 ensure alignment with current practices and company initiatives.
Collaborate with HR and Operations to ensure training supports role expectations and development pathways.
Work with subject matter experts to compile, draft, edit, and publish Standard Operating Procedures (SOPs).
Ensure SOPs reflect operational expectations and remain current with company standards.
Coordinate the rollout, communication, and training of new or updated SOPs across the portfolio.
Serve as a resource for teams seeking clarity on process, policy, or best practices.
Partner with HR and Operations to design, implement, and maintain the Ovation onboarding experience.
Facilitate portions of onboarding as needed, including systems training and role-specific learning.
Continuously improve onboarding processes based on feedback, performance data, and business needs.
Develop and facilitate learning experiences for Community Managers, Regional Managers, and high-potential team members.
Support the creation and evolution of career development frameworks and advancement pathways.
Provide training-related guidance to leaders as they coach and develop their teams.
Manage LMS content, structure, assignments, and reporting.
Track training completion, participation, and program effectiveness using learning data and field insights.
Recommend improvements to content, delivery methods, and technology based on analytics and learner feedback.
Partner with Technology, Operations, and other teams to support rollouts of new systems and platforms.
Create training materials, SOPs, quick reference guides, and support documents for new system launches.
Facilitate training and communication to ensure smooth adoption and consistent execution.
Participate in cross-functional initiatives that support organizational growth and learning culture.
Contribute to special projects, new training programs, and strategic initiatives as the business evolves.
Maintain flexibility to assist with emerging training needs across the organization.

Benefits

competitive salaries
career growth opportunities
medical, dental, vision
401(k) plan with employer match
Rent discount – Employee rent discount after 90 days.
Medical Insurance – 100% free option available for employee/company pays portion of dependent coverage, eligible 1st of the month after 60 days
Dental and Vision Insurance – Employee and dependent coverage options available, eligible 1st of the month after 60 days.
401K plan on the first day of the quarter following three months of employment.
13 days of paid time off, which is pro-rated in each pay period and increases with tenure (available after 90 days of employment)
ten holidays
one half day annually.