Learning and Operations Specialist

Description

Position Overview:

The Learning and Operations Specialist is a learning and operations professional who analyzes portfolio performance, identifies operational and training opportunities, conducts audits, recommends business improvements, and delivers targeted development and learning initiatives to improve property performance. As our Learning and Operations Specialist, you will use your passion and heart for customer service to infuse world-class service through the ongoing training, coaching, and development of our leasing and concierge teams. You will spend the majority of your time on-site across all properties in the portfolio, leading by example and showcasing our outstanding, servant-leadership heart at Dweck. Since service and sales go hand in hand, your trainings will include relationship-based trust building, the leasing and concierge role in a prospective and current resident's sales journey, and Yardi systems management, along with any uncovered opportunities to improve property performance. 

This role pairs on-site coaching with a defined portfolio of operational analysis and auditing responsibilities conducted from the office. The two halves of the role feed each other - the weekly conversion analysis, resident survey and review deep dives, and audit work identify exactly which properties, agents, and behaviors need coaching, and the on-site days deliver that coaching where it counts. The Learning and Operations Specialist is responsible for providing an exemplary employee experience through the onboarding, coaching, support, and continuous learning and development of all leasing and concierge team members, both in the classroom and on the job, and facilitates onsite collaboration alongside property leaders in ensuring a seamless resident experience. 

The Specialist is a culture role model; a leader who demonstrates and embodies our company values and evolved culture of engagement, empowerment, diversity, equity and inclusion, transparency, continual improvement, and thoughtful “think like an owner” change. As a visible subject matter expert within the Company, this role works closely with site leadership teams to deliver learning based on individual and team needs. 

Work Arrangement: Two days per week in office (HQ), three days per week on-site across the portfolio as a baseline, flexing week to week based on training demands and operational needs. Position is fully in-office. Onsite schedule will be set alongside your Manager and upheld with accountability.  

This position is exempt and not eligible for overtime. 

Key Responsibilities:

On-Site Coaching & Training

• Assist as needed in leading new hire orientation across properties
• Own the onboarding of Leasing and Concierge/Office new hires, especially focused around the first few weeks, as well as 30/60/90 day check-ins 
• Facilitate recurring refresher and best practices trainings (sales, service recovery, fair housing, Yardi, etc.)
• Lead virtual leasing and concierge learning sessions, plus lunch and learns, roundtable/group coaching, and interactive small group workshops
• Schedule training based on Property Manager requests and performance signals (customer survey scores, shop reports, online reviews, new technology rollout needs, etc.)
• Deliver onsite training in collaboration with onsite leaders based on secret shop or survey data trends
• Provide intensive on-site coaching, including side-by-side tour and closing support, at properties with low closing ratios
• Host monthly closing workshops for leasing consultants with low closing ratios
• Offer coaching around renewal best practices to maximize retention without sacrificing rents
• Train team members on system platforms, including Yardi CRM/ChatIQ, Screening, AI leasing tools, RentCafe, Kingsley, and Paylocity
• Support on-site training for technology rollouts alongside the Director of L&D, and Systems Support team
• Build relationships among leasing and concierge team members across shifts to understand pain points and development goals
• Shadow and coach Concierge members across all shifts to deliver an outstanding customer experience

Operational Analysis & Auditing (conducted on HQ office days unless otherwise directed)

• Leasing Conversion / Closing-Ratio Reporting (weekly, with monthly roll-up): pull agent-level performance, queue management, and closing-ratio reports; build the monthly analysis of performance and identified gaps for the Operations team, and translate findings directly into the on-site coaching agenda
• Resident Survey Analysis (bi-weekly): trend scores and comments by property against prior periods, isolate recurring service and sales themes, and summarize findings for the Operations team
• Move-In Lease File & Cycle Review (monthly): review each new file (lease, security deposit, ledger, move-in checklist, inspections, ID & Income Verifications); flag gaps for escalation and address root causes through training
• In-House Transfers (bi-weekly): pull transfer activity, verify process execution per policy, and escalate gaps surfaced
• Pending Applications (bi-weekly): monitor the pending application queue and application charges; flag denials, unscreened applications, aging conditionals, and unsigned leases
• Concierge Dashboard (monthly): audit open items and communicate outstanding tasks to owners with due dates
• Resident Correspondence Letters and Templates (quarterly): audit letters in use against approved templates and required legal language; consolidate versions and retire outdated ones
• Dweckcellence Walk Scoring & File Audits (per audit cycle, conducted during onsite visits): score properties against the service standard and complete file audits, converting findings into property-specific coaching plans
• Alongside the Marketing Department, Systems Support, and Sr. Director Learning & Development, own the portfolio's leasing performance metrics framework, including AI leasing platform measurement and AI vs. human attribution reporting
• Review renewal trackers (monthly): confirm that renewals are being executed timely and teams are prioritizing retention as much as new leasing 

Programs & Content Development

• Develop training resources such as job aids, video tutorials, and guides/forms for leasing and concierge teams
• Develop sales scripts and process flows to support leasing performance and customer experience
• Identify milestones for progression and create recognition programs and highlight success stories (e.g., Shop Club, Service badges, Paylocity impressions)
• Monitor new hire e-learning platform compliance
• Maintain and grow the on-site leasing and concierge mentorship programs
• Partner on Learning Summits to advance knowledge in sales strategy, customer experience, leadership, trust building, and communication
• Assist in piloting new training content on select properties before wider rollout alongside the Director of Learning and Development
• Share monthly leasing spotlights and a Concierge Connection newsletter with each team
• Co-host quarterly sales rallies with the Director of Learning and Development
• Mentor interns (typically 2-3 per year from Virginia Tech) to support bench-building

Reporting & Collaboration

• Maintain and uphold a visible schedule of property assignments, embracing the daily accountability
• Track and report on training completion and effectiveness by property
• Surface recurring on-site themes to the Learning & Development Team, Regional Managers, and the Sr. VP of Operations
• Bring patterns, gaps, or inconsistencies from audits to the Learning & Development Team and Regional Managers and recommend next steps from a learning perspective
• Make recommendations on process, policy, and marketing based on on-site observations and customer feedback
• Work with confidence, using excellent judgment, and understand when to bring in additional resources

Requirements

Key Requirements:

• Bachelor's degree (BS or BA) in Education, HR, Business Administration, Property Management, Hospitality, or related field preferred
• Minimum 5 years of experience in the multifamily industry 
• Intermediate proficiency in Microsoft Excel, plus working proficiency in Outlook, PowerPoint, and Word
• Experience with Yardi; ability to read a resident ledger and lease file with accuracy
• Ability to read and analyze agent-level performance data and audit reports to determine where training will be best leveraged and what will have the greatest impact on the portfolio's results
• Demonstrated audit discipline: accuracy, follow-through, and comfort working recurring reports to a deadline
• Sound knowledge of service excellence, sales effectiveness, performance management, and employee relations
• Must have a passion for service, sales, process, and training
• Reliable transportation to travel across all properties
• Strong trust-based relationship building and facilitation/presentation skills
• Outstanding communication skills, written and verbal; active listening and diplomacy skills
• Must be a collaborator with high “EQ”; a team player who engenders a sense of fairness and respect in dealing with employees at all levels
• Must possess strong personal values and commitment to integrity and honesty
• Must have excellent time management and organizational skills
• Must possess initiative with a natural energy, motivation, and endurance to work in an entrepreneurial, evolving, fast-paced environment while being patient and ensuring the needs of each learner is a priority
• Commands presence and adapts communication style to fit and engage the audience
• Ensures successful delivery of training engagements with a high level of learner satisfaction
• Works well under pressure, is able to handle multiple demands and competing priorities, and meets established deadlines
• *And any other duties as directed. This list is not all inclusive and will be adjusted to meet business needs.