University Partners · 15 hours ago
Director of Training & Customer Experience
DFW Metroplex
Full-time
Onsite
Lead/Staff, Director/Executive
3+ years expUniversity Partners is dedicated to creating exceptional living experiences for students while empowering team members. The Director of Training and Customer Experience will lead the Learning & Development function, oversee Operations Specialists, and drive customer experience strategies across student housing communities.
Real Estate
Responsibilities
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
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
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
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
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
Assist short-staffed properties during peak periods
Lead transitions for new property acquisitions or management changes
Qualification
Required
Bachelor's degree or equivalent experience
Minimum 3–5 years in student housing or hospitality or multifamily, 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
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
Company
University Partners
University Partners is acquires, develops, and manages student housing communities.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Carlie Cresse
Principal & COO
Company data provided by crunchbase