Job Task Summary:

Manage and facilitate training and onboarding of new Redwood Residential team members joining the company via acquisition or transition to the RR platform. Responsible to oversee coverage by the Training Department to serve as Interim Property Manager when this role is vacant on an asset. Ensure Property Managers and Assistant Property Managers of existing assets receive ongoing evaluation and training sufficient to properly prepare these team members to take on new roles within the company. Requires high level coordination between Redwood Residential site team members and connection to Redwood Residential corporate team members and support staff, including, but not limited to Asset Management, Accounting, Human Resources, Information Technology, Database and Software Coordinators and Service Providers, Investment and Capital Markets, Marketing and Leasing Departments, Construction Management, Partners, Owners, and Clients of the firm, etc. Ensures that training of key operational functions of the portfolio complies with Company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and other laws and regulations governing multi-family housing operations.

Primary Responsibilities:

• Work alongside Regional Manager and the HR Manager during asset transitions to ensure all training and onboarding criteria are executed. Oversee the Training Associate who is responsible to maintain and update property transition checklist as needed.
• Coordinate with the Training and Onboarding Associate to be on-site during the first week a new asset is transitioned to the RR portfolio to provide support and training on programs and policy.
• Work directly with Property Managers to key skills are being honed and practiced consistently throughout the platform.
• Oversee scheduling for the Training and Onboarding Associate for all new employees and promoted employees while continuing to enhance the onboarding structure and program.
• Ensure on site team adherence to completion of current requirements via the learning management platform. Specifically, meeting deadlines that will mitigate exposure to the Company including, but not limited to, Fair Housing, Sexual Harassment, Understanding Racism, and Diversity and Inclusion coursework.
• Make recommendations to and modify as necessary, learning management platform development tracks to ensure Redwood Residential remains a top industry performer.
• Record and upload material to the learning management platform.
• Participate in Property Management Software program evaluation calls and quarterly business reports to ensure FAQs are assessed for training opportunities and roll out to teams accordingly. This includes leasing and marketing software, reputation and social media management platforms, utility management programs, etc. Recommend support ticket workflow and stress proper protocol is followed to maximize efficiency in the utilization of programs and databases.
• Analyze and evaluate marketing reports, financial statements, and various operational reports to assess historic or predict future performance to assess training needs.
• Assist in planning Regional and National trainings included, but not limited to budgeting boot camps, awards programs, and other recognition programs, etc.
• Participate and present training tips and material on Rally Calls.
• Review and evaluate Secret Shop reports in conjunction with the Training Associate to identify lease process training opportunities to ensure properties within the Regional portfolio abide by the highest industry and Redwood standards including, but not limited to: proper approval of prospective resident applications.
• Establish and train best practices for system policies and procedures including, but not limited to: renewal procedures, weekly and monthly reporting, incident reporting, service vendor quoting procedures, invoice processing and vendor credentialing, turn (unit walks, chargebacks), etc. Ensure administrative and maintenance teams work in tandem to drive profitability and efficiency. Work with Director of Property Management to identify and roll out programs to address training needs.

Other Responsibilities:

• Complete various administrative reports based on findings and perform other duties as assigned or as necessary.
• Advise Director of Property Management and Regional Managers of any concerns noted when performing duties on site so proper follow up can be taken with respect to personnel issues.

Operational Responsibilities:

• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organizational standards, and operational processes related to portfolio operations, and reporting violations or infractions to appropriate individual(s). Suggests and assist with creation of new policy as needed.
• Practices proper safety techniques in accordance with Redwood Residential, property, and policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
• Identifies areas for improvement and offers suggestions to improve the efficiency, productivity, and profitability of the portfolio.
• Keeps well-informed on trends and changes in the industry and area(s) of responsibility by attending internal and external training classes, apartment association meetings, and other events, and accessing other information sources.

Operational Environment:

• Work is predominately in an office environment but will also have frequent exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.

Physical Demands:

• Associate must be able to physically access all exterior and interior parts of the property and amenities.
• Associate must be able to stand, walk, and/or sit for extended periods of time.
• Associate must be able to push, pull, lift, carry, or maneuver weights of up to twenty-five (25) pounds independently and fifty (50) pounds with assistance.
• Associate must be able to work a flexible work schedule and be available via phone and/or email at all times, except during approved time off.
• Routine travel is required to accomplish responsibilities of this position.

Obligatory Licenses or Certifications:

• Associate must have all licenses and/or certifications as required by State and Local jurisdictions.

Knowledge, Skills, Abilities:

• Exhibits ability to read, write, and communicate effectively to comprehend and answer questions about the portfolio’s operational and training status.
• Exhibits proficiency in internet, word processing, spreadsheet, and database management programs in order to complete required reports and employment documents. Strong proficiency in using property management software.
• Exhibits mathematical skills necessary to add, subtract, multiply, and divide numbers, decimals, and fractions, and calculate percentages in order to interpret financial records, budgets, and other fiscal reporting information.
• Exhibits management skills sufficient to lead, evaluate, train, and support all site team members.
• College degree or employment history that demonstrates the full understanding of the nuances property management in order to properly evaluate and train team members.