Director of Training & Customer Experience

At University Partners, we believe in creating exceptional living experiences for our students while empowering our team members to grow and lead. As the Director of Training and Customer Experience, you’ll play a key role in shaping property operations, developing teams, and driving an outstanding resident experience across our student housing communities.

Travel: once a month (on average)
Reports To: VP – Operations

Job Purpose

Lead the Learning & Development function, oversee traveling Operations Specialists, and champion Customer Experience strategies across student housing communities. This role ensures operational excellence, drives leadership development, and serves as a key liaison to executive leadership.

Primary Responsibilities

Learning & Development

• Design, develop, and deliver comprehensive training programs for onsite teams, including Leasing Consultants, Community Managers, and Maintenance Supervisors.
• Create engaging learning content using tools like Articulate 360 and Adobe Creative Suite.
• Maintain and update Standard Operating Procedures (SOPs) and training documentation.
• Implement and manage Learning Management Systems (LMS) and track training completion.

Customer Experience

• Define and enforce customer service standards across all properties.
• Develop strategies for multi-channel communication and resident engagement.
• Monitor customer satisfaction trends and collaborate on improvement initiatives.

Operations Oversight

• Supervise and mentor traveling Operations Specialists and departmental staff.
• Oversee the turn process, including move-in/move-out coordination, turn checklists, and KPI reporting on property progress.
• Conduct operational audits and ensure compliance with Fair Housing and company policies.

Leadership Events

• Plan, organize, and execute major leadership events:
  • Annual Leadership Conference
  •  Annual Maintenance Conference
  • Quarterly All-Hands Operations Meetings
• ·Coordinate logistics, content development, and speaker engagement for both in-person and virtual formats.

Executive Collaboration

• Partner with executive leadership on strategic initiatives, including LMS adoption, compliance programs, and organizational development.
• Provide regular reporting and insights on training effectiveness and operational performance.

Support & Special Projects

• Assist short-staffed properties during peak periods.
• Lead transitions for new property acquisitions or management changes.

Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum 3–5 years in student housing or hospitality or multifamnily, in a training leadership role. 
• Proven experience in Learning & Development, Customer Experience, and team leadership.
• Strong operational and organizational skills with ability to manage multiple priorities.
• Excellent communication, project management, and interpersonal skills.

Preferred Technical Skills

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience with Adobe Creative Suite for content creation.
• Familiarity with Articulate 360 for e-learning development.
• Knowledge of Bubble.io for workflow automation.
• Experience with Entrata or similar property management software.

Competencies

• Leadership and team-building.
• Analytical and problem-solving.
• Innovation and initiative.
• Ability to thrive in a fast-paced, dynamic environment.

If you’re passionate about training, coaching, and driving exceptional experiences, we want to hear from you. Apply today and help shape the future of student housing with University Partners.