Director of Training and Support Services

We are seeking an experienced and dynamic Director of Training and Support Services to lead the design, development, and delivery of training programs, while also managing support services related to our core property management software, Yardi. This individual will play a key role in improving operational performance across our portfolio by equipping team members with the knowledge and tools they need to excel.

The Director of Training and Support Services is responsible for the successful training functions of Carlisle Residential’s property management portfolio.  Creating successful outcomes for individual learners, the Director will ensure team members know how to use the tools afforded them.  The role includes development of content, in person and virtual training, and management of the online learning system.

The Director of Training and Support Services is also responsible for supporting team members using these tools, especially YARDI.  This includes responding to support requests in a timely fashion and tracking issues in order to design new training to minimize support needs in the future.

Essential Duties and Responsibilities
Training
·Oversee and manage training efforts for the company
·Develop a comprehensive training program, including curricula and delivery methodology
·Utilizing the online training platform, assign and monitor employees’ training path, identifying those who have outstanding courses or have additional needs
·Create high-quality and engaging content in multiple formats, including instructor-led training, e-learning modules, webinars, video tutorials, documentation, and quick-reference guides.
·Collaborate with department leaders to assess training needs and identify knowledge gaps.
·Establish and maintain a centralized learning management system (LMS) to track participation, performance, and ongoing development.
·Control the onboarding of new employees’ training needs – identify needs and offer in person and virtual courses
·Assist with acquisition and disposition of properties in relation to training needs implementation/disconnection
·Develop effective training tools, policies, and best practices for property use by staying current on industry trends.
·Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions and innovative approaches; present ideas and information in a manner that gets others’ attention.
·Assist with special projects, site administration, and other tasks when assigned or requested.
Support Services
·Lead the internal support services team that assists employees with Yardi and other related systems or tools.
·Serve as the escalation point for complex Yardi-related issues, coordinating with IT, Yardi support, or external consultants as needed.
·Develop and maintain a knowledge base or internal FAQ system to streamline issue resolution.
·Monitor support requests and trends to proactively identify training opportunities or system improvements.
·Stay updated on Yardi updates and features, ensuring the team is aware of new functionality and best practices.

Preferred Qualifications
·4 years + in Property Management
·Experience with Training or Education
·4 years + experience with YARDI and/or RentCafe; especially Voyager and CRM
·Attention to detail
·Organized
·High quality written and verbal communication
·Strong analytical decision making

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