Training and Operations Support Manager

Affiliated Resources Group•Decatur, GA

About The Position

The Training and Operations Support Manager develops and delivers ongoing training for new and existing property management employees, maintains training and operational resources, and ensures training aligns with company policies, regulatory requirements, and operational best practices. The role monitors training completion and effectiveness, identifies competency gaps, and implements targeted solutions while supporting consistent application of policies and procedures. The position serves as a subject matter expert on operational policies, systems, and workflows; leads or supports implementation of systems and operational initiatives; and develops process documentation and standard operating procedures. In partnership with operations leadership, the manager identifies inefficiencies and process improvements, strengthens internal controls through compliance training, and maintains records for reporting and audits. The manager conducts operational audits and reviews in Yardi, assists Accounting and Operations teams with reporting discrepancies, and coordinates with Yardi Support and other stakeholders to resolve system and reporting issues. The role also oversees resident hotline complaints, coordinates timely resolution, escalates sensitive or unresolved matters, supports managers and supervisors, and promotes accountability and continuous improvement. It maintains current knowledge of applicable laws, company policies, and HUD regulations. Other work-related duties may be assigned, including support in other functional areas to cover absences, peak periods, or workload demands.

Requirements

Minimum of five years of progressive property management experience.
Demonstrated leadership, team management, and interpersonal skills.
Sound judgment and effective decision-making and problem-solving skills.
Strong conflict-resolution, de-escalation, and customer-service skills.
Ability to manage priorities, achieve objectives, and meet deadlines.
Strong business acumen and ability to collaborate effectively at all organizational levels, internally and externally.
Excellent organizational and time-management skills, including the ability to manage multiple priorities.
Excellent written and verbal communication skills.
Intermediate or advanced proficiency in Microsoft Office Suite, particularly Excel.
Authorized to work in the United States.

Nice To Haves

Bachelor’s degree preferred.
Yardi software experience preferred.
Experience with Bond, HOME, FDIC, LIHTC, and HUD/Section 8 property management programs is highly desirable.

Responsibilities

Develop and deliver ongoing training programs for new and existing property management employees.
Maintain training materials, manuals, operational procedures, and related resources.
Ensure training content aligns with company policies, regulatory requirements, and operational best practices.
Monitor training completion, effectiveness, and employee competency; identify gaps and implement targeted solutions.
Provide operational support that promotes consistent application of policies, processes, and procedures.
Serve as a subject matter expert on operational policies, systems, and workflows.
Lead and support implementation of new systems, procedures, and operational initiatives.
Develop and maintain process documentation and standard operating procedures (SOPs).
Partner with operations leadership to identify inefficiencies and implement process improvements.
Strengthen internal controls through training on compliance, documentation, and approval requirements.
Maintain accurate training and operational records for reporting and audit purposes.
Conduct operational audits and reviews in Yardi to identify opportunities to improve reporting accuracy, operational efficiency, and process consistency.
Assist Accounting and Operations teams in identifying inconsistencies and discrepancies in operational and financial reporting.
Coordinate with Accounting, Operations, team leads, and Yardi Support to troubleshoot and resolve reporting and system inconsistencies.
Manage and oversee resident hotline complaints, coordinating with property management, operations leadership, and other departments to facilitate timely resolution.
Escalate sensitive, urgent, or unresolved resident matters to appropriate leadership or functional areas.
Serve as a liaison among property operations, accounting, and other cross-functional teams.
Coach and support managers and supervisors on training execution and operational best practices.
Promote accountability, consistency, and continuous improvement.
Maintain current knowledge of applicable laws, company policies, and HUD regulations and support adherence to applicable requirements.
Perform other work-related duties as assigned, including providing support in other functional areas to cover absences, address peak work periods, or balance workload demands.