Operational Trainer

FirstService Residential; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

FirstService Residential seeks an Operational Trainer to deliver and develop company training programs across regions. You will work under the Director of Learning & Enablement to ensure high-quality instructional design and program delivery, covering onboarding, leader development, performance management, and customer service.

You will design and facilitate ad hoc training, manage schedules with vendors, and maintain training records while ensuring alignment with strategic objectives and best

Qualifications

• Bachelor’s degree in business, organizational behavior, or related field with 3–5 years’ experience.
• Experience in adult facilitation and instructional design preferred.
• Proficiency with MS Office Suite (Outlook, Excel, PowerPoint, Word).

Responsibilities

• Create engaging learning activities and compelling course content.
• Incorporate multimedia elements into learning programs.
• Coordinate complex training plans in an agile environment.
• Develop training needs assessments and determine requirements for new programs.
• Provide coaching to associates for performance improvement.
• Collaborate with stakeholders to address training gaps and improve performance.
• Design training materials in brand—job aids, slides, guides, activities.

Skills

Adult Facilitation

Instructional Design

Learning platforms

Project management

Cross-functional collaboration

Education

Bachelor’s degree in business, organizational Behavior, organizational Development, HR, or related field

3–5 years’ experience or combination of education/experience

Adult Facilitation, Training, Instructional Design, learning certificates and credentials preferred

Microsoft Office Suite proficiency (Outlook, Excel, PowerPoint, Word)

Job description

Description

Company Information

FirstService Residential is simplifying property management. Its hospitality-minded teams serve 9,000 residential communities across the United States and Canada. The organization partners with boards, owners, and developers to enhance the value of everypropertyand the life of every resident.

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.

Experience being part of a high-performing team with a fulfilling career in property management with FirstService Residential.

Job Responsibilities

The Operational Trainer serves as a primary training resource for the region and is responsible for the delivery of company training and development programs via various methods including, but not limited to classroom-based, e-learning platforms, webinars, virtual, and in office/onsite support.

The position reports to the Director of Learning & Enablement, with support and collaboration of responsibilities from national, regional and market operations, human resources, executive leadership, and training teams.

The role will ensure alignment with strategic business objectives and maintain high quality standards in instructional design and development for all methods of program delivery and encompassing all segments of FirstService Residential including associates and clients. Content includes, but is not limited to Community Association Manager (CAM) onboarding, ongoing CAM development, new leader orientation, behavior-based interviewing, performance management, career development, leadership development, customer service, etc.

This position is an active supporter of FirstService Residential philosophies and culture to staff, clients, and community that advances the FirstService Residential brand in terms of image, reputation, differentiation, and professionalism.

Essential Duties

• Create engaging learning activities and compelling course content by applying tested instructional design theories, practice, and methods.
• Incorporate multiple media elements into learning programs including audio, video, animation, simulation, interactive job aids, and other learning support resources.
• Recommend the best media based on learning objectives and business needs.
• Coordinate and execute complex training plans and programs for his/her assigned area(s) of responsibility to meet departmental training objectives within an agile project environment.
• Develop and conduct training needs assessments and determine training requirements for new program development through the application of a wide range of learning assessment tools.
• Conduct training to support the onboarding of new associates and ongoing development of existing Associates.
• Provide direct coaching to associates related to performance improvement and job training.
• Proactively collaborate and communicate with appropriate internal/external stakeholders to address more complex training gaps to optimize organizational performance.
• Identifies and recommends process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility.
• Generate and maintain accurate training records and reports.
• Maintains awareness of current best practices and trends in training and organizational development through continuous education.
• Works closely with the business and HR to provide a seamless onboarding experience for all associates from an operational training and industry knowledge perspective
• Facilitates operational training with other internal experts/vendors as required
• Designs and facilitates ad hoc training (with director/vp approval) to support ongoing business needs
• Creation of all training materials in brand, including but not limited to job aides, power points, facilitator guides, participant guides, activities, etc.
• Demonstrates exceptional project management skills; creates project plans, manages project implementation, creates teams, provides thought leadership, and engages with stakeholders to gather and share data, mobilizes teams to adopt the new approaches
• Manages stakeholder relationships and learning solutions/programs within budget, timeliness and hitting key performance indicators
• Develops operational curriculum as needed based on market/regional needs, new industry trends, legal updates, tools, processes and technologies as well as input from company leaders
• Communicate and coordinate class schedules for all sessions, including vendor partners for advanced classes as needed
• Presents training materials proficiently and effectively
• Fosters excellent relationships with regional leaders to provide training opportunities for FirstService Residential associates
• Oversees the department’s communications, which may include but is not limited to collateral material and training tools
• Develops and implements measurement tools to demonstrate effectiveness of training programs.
• Other duties as assigned

Additional Duties

• Practice and adhere to FirstService Residential Global Service Standards and Company Values
• Culture and Brand Ambassador
• Always conduct business with the highest standards of personal, professional and ethical conduct
• Ensure all safety precautions are followed while performing the work
• Follow all policies and Standard Operating Procedures as instructed by Management
• Perform any range of special projects, tasks and other related duties as assigned

Supervisory Responsibilities

None

Education & Experience

• 2 – 3 years hands-on community management experience preferred
• Bachelor’s degree in business, organizational Behavior, organizational Development, HR, or related field and minimum of 3 – 5 years’ experience; or combination of education and/or experience.
• Adult Facilitation, Training, Instructional Design, learning certificates and credentials preferred
• Very high proficiency with Microsoft Office Suite (Outlook, MS Excel, PowerPoint, Word) and Office)

Knowledge, Skills & Proficiencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill and/or ability required.

• Excellent verbal and written communication skills and effective platform presentation skills
• Able to work effectively with all levels in the organization, and with external constituents/vendors
• Provide engaging and useful seminars/classes for the continued educational advancement of all associates
• Understand eLearning systems and how they can be integrated into the FirstService Residential corporate culture
• Ability to work independently, manage multiple projects effectively/efficiently and perform comfortably in a deadline, fast paced oriented work environment
• Demonstrated experience managing large, complex projects with multiple stakeholders.
• Demonstrated success working with and managing cross-functional teams, committees, councils in identifying organizational development gaps, defining solutions, and managing the implementation with tangible results
• Knowledge and experience in utilizing operational training models and assessment tools
• Mastery knowledge of Office 365

Tools & Equipment Used

• General office equipment, including computer and standard and customized software applications and tools.
• Valid State Driver’s License and state mandated insurance.

Physical Requirements & Working Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift/push/pull up to 30 lbs.
• Must have finger dexterity for typing/using a keyboard.
• Must be able to sit and for extended periods of time.
• Required to work at a personal computer as well as be on the phone for extended periods of time.
• Must be able to regularly stand, sit, walk, and occasionally climb.
• Must be able to work extended and flexible hours (above normal business hours) and weekends as needed; schedule subject to change based on business needs.
• Must be able to deliver training and presentations, virtually and in person, to large groups.
• Regular and predictable attendance

Travel

• Up to 30% of travel may be required. Access to markets across regions requires driving, air travel, and hotel accommodations.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.