Manager, Training and Implementation

The Manager, Training & Implementation is responsible for developing, deploying, and enforcing training programs and protocols across Fairstead’s property management portfolio. This role owns the creation of training materials, standard operating procedures, and the processes that define “the Fairstead Way” of doing things. The Manager leads implementation of new policies and technology platforms, builds accountability through clearly defined KPIs, and ensures property management staff at all levels are equipped to perform at a high standard. This position reports directly to the Senior Director of Strategic Innovation.

Responsibilities:

Training Program Development:

• Design, build, and continuously improve comprehensive training programs for onsite and corporate property management staff.
• Develop role-specific learning paths for Community Managers, Maintenance Technicians, and Regional Managers.
• Create and maintain standardized training materials including manuals, SOPs, e-learning modules, video tutorials, job aids, and quick-reference guides.
• Ensure all curriculum reflects current policies, regulatory requirements, and Fairstead standards.
• Leverage AI-powered tools to accelerate content development, personalize learning experiences, and identify training gaps through data-driven insights.

Technology & Software Implementation

• Lead end-user training for all new property management software, platforms, and technology tools including property management systems, CRM, maintenance platforms, and reporting dashboards.
• Partner with the Strategic Innovation team to assess readiness, plan rollouts, and drive change management for technology deployments.
• Serve as a subject matter expert and internal resource for adopted platforms; develop troubleshooting guides and escalation paths.
• Evaluate training effectiveness post-implementation and iterate based on adoption data and staff feedback.

Policy Implementation & “The Fairstead Way”

• Translate new and updated company policies into actionable training content and rollout plans communicated clearly to all impacted staff.
• Define, document, and champion “the Fairstead Way”—the company’s standard operating philosophy, culture, and best practices across property operations.
• Conduct regular audits to assess adherence to established processes and identify gaps requiring retraining or updated materials.
• Collaborate cross-functionally with Compliance, HR, Legal, and Operations to ensure policy training is accurate, timely, and complete.

KPI Development & Accountability

• Establish, track, and report on training KPIs including completion rates, assessment scores, time-to-proficiency, and post-training performance improvements.
• Build reporting cadences to surface training outcomes to leadership and property management stakeholders.
• Enforce accountability for training completion across the portfolio; coordinate with Regional Managers on non-compliance.
• Use performance data to continuously refine programs and demonstrate measurable ROI of training investments.

Facilitation & Delivery

• Facilitate live training sessions (in-person and virtual) for new hire onboarding, software rollouts, and ongoing professional development.
• Support a train-the-trainer model, equipping Regional Managers and senior staff to deliver localized training.
• Manage an LMS or training platform; maintain records of completions, certifications, and remediation plans.

Requirements: 

• 5+ years of experience in training, learning & development, or organizational effectiveness
• Demonstrated experience developing and delivering training programs for distributed, operational workforces.
• Experience leading software and technology adoption and change management initiatives.
• Strong instructional design skills; proficiency with LMS platforms and e-learning authoring tools
• Ability to build tracking systems, interpret training metrics, and present findings to leadership.
• Exceptional written and verbal communication; able to translate complex processes into clear, engaging materials.
• Highly organized, self-directed, and capable of managing multiple rollouts simultaneously across a large portfolio.