Tailwind Group

Operations

• Demonstrate excellent customer service during each encounter with residents, prospects, vendors, officials, and community members.
• Immediately and effectively lead and manage on-site teams in all areas (leasing, maintenance, administration, etc.) during the absence of a permanent Property Manager or in collaboration with the Property Manager.
• Quickly identify operational issues and opportunities on-site and create action plans to remediate with Regional Property Manager.
• Ensure properties meet financial and operational obligations while acting as Property Manager.
• Work with Regional Property Managers and the Corporate Operations Department on training and implementation plans for new employees and new properties.
• Monitor residential sites, building locations, clubhouse, amenities, and other common areas for superior curb appeal, general cleanliness, and organization.
• Assist with implementing the properties strategic marketing plan, including leasing efforts and strategy and conducting market research and analysis to ensure achievement of budgeted occupancy.
• Assist with annual unit turnover and help execute move-in/move-out procedures.
• Solicit feedback from team members regarding issues and determine a suitable resolution plan.
• Monitor delinquency and determine proper course of action to minimize outstanding debt.
• Identify skills and knowledge gaps in need of improvement and recommend remedial training sessions to improve employee performance.
• Assist with new property on-boarding and lead site staff in successful execution operational procedures.

National Operations Specialist

• Design and execute the overarching operations training strategy.
• Develop and maintain standardized training programs for onboarding, role-specific, new systems and tools, process changes, and ongoing development.
• Ensure training content is compliant, consistent, and aligned with company policies and industry standards.
• Facilitate virtual and in-person training sessions across topics which could include leasing, facilities, policy and procedure, resident experience, and company systems.
• Evaluate training effectiveness through assessments, feedback, and performance metrics; iterate and improve accordingly.
• Coordinate training logistics for acquisitions, webinars, and new initiatives.
• Collaborate with department leaders to ensure team-specific training needs are addressed and aligned with broader goals and identify training needs and skill gaps.
• Evaluate Tailwind's operational process and procedures and provide feedback.
• Coordinate and provide recurrent training to operational team members.
• Lead the build out of learning paths and training tracks for different positions.
• Responsible for oversight, auditing, and management of the learning and compliance management system.
• Oversee the creation and maintenance of training materials, job aides, e-learning modules, and documentation, ensuring that they are current, accurate, and effective.
• Support managers with tools and strategies to coach team members for continuous improvement.
• Maintain knowledge of new methods and techniques for training, and training requirements applicable to the organization, or the industry.
• Assist with the planning of operational training summits and workshops.

National Operations Specialist

Operations Training Manager