Description Job Overview: The
Director, Learning & Enablement (West Region) is responsible for the strategy, design, coordination, and execution of operational training and associate onboarding across the West Region. The role ensures associates and operational leaders have the knowledge, skills, tools, and resources necessary to perform their roles effectively and to execute organizational priorities consistently across markets.
*Position can be based out of Irvine, Dallas, Kansas City, Las Vegas or Scottsdale.
This position leads the evolution of the regional training approach, including modern, role-based and vertical-specific learning journeys that reflect the distinct needs of each business line and audience. The Director champions learning innovation by applying current adult-learning best practices, modern delivery methods, and learning-in-the-flow-of-work strategies to accelerate readiness, adoption, and performance.
The Director serves as a key connection point between operations and functional departments to support the implementation, communication, and adoption of regional and enterprise initiatives. This role requires travel throughout the West Region to support in-person training, onboarding, leadership meetings, and other business priorities as needed.
Compensation: $120K-$130K plus Bonus FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future. Job Responsibilities: The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.
Learning Strategy & Innovation - Develop and execute the West Region operational training and onboarding strategy in alignment with regional and enterprise operational priorities.
- Develop modern, scalable, role-based and vertical-specific learning journeys tailored to the distinct needs of each business line and audience.
- Champion learning innovation by evaluating and applying current adult-learning best practices, emerging methodologies, and modern delivery approaches to improve effectiveness and scalability.
- Design learning experiences that support learning in the flow of work, including microlearning, blended learning, job aids, and just-in-time performance support.
- Continuously assess industry and learning trends to keep the region's training approach current, practical, and forward-looking.
Operational Training - Lead the development and delivery of operational training related to systems, processes, standard operating procedures, policies, workflows, tools, and organizational initiatives.
- Ensure operational training is practical, role-specific, and aligned with the responsibilities associates and leaders are expected to perform.
- Design and maintain vertical-specific training paths, including community management, client accounting, front desk/administrative, and related operational roles.
- Partner with operational leaders and subject matter experts to identify training needs and ensure associates receive timely education when processes, systems, or expectations change.
- Coordinate subject matter experts and functional partners in the development and delivery of training while maintaining consistency in content, delivery, and expectations.
- Develop and maintain training materials, facilitator guides, standard operating procedures, playbooks, toolkits, and supporting resources.
Associate Onboarding & Role Readiness - Oversee the development and implementation of operational onboarding for new associates, including foundational systems, processes, procedures, tools, and role-readiness requirements.
- Establish consistent onboarding standards and resources across the West Region while allowing for appropriate market and business-specific requirements.
- Develop role-based onboarding journeys that accelerate time-to-productivity and set new associates up for success.
Enablement, Adoption & Continuous Improvement - Partner with regional leadership and functional departments to coordinate the implementation and adoption of new programs, systems, processes, policies, and operational initiatives.
- Identify operational execution gaps and develop scalable training solutions that improve consistency, efficiency, accountability, and adoption across markets.
- Evaluate training and onboarding effectiveness through participation, feedback, adoption, proficiency, and operational outcomes, and use insights to drive continuous improvement.
- Oversee the learning management platform and related knowledge resources to ensure content remains current, accessible, and effective.
- Facilitate the sharing of effective practices, tools, and resources across West Region markets.
- Perform a range of special projects, initiatives, and other related duties as assigned.
Supervisory Responsibilities: - Provide direct and functional leadership to an anticipated team of approximately 6 associates responsible for operational training, associate onboarding, and related enablement functions; team size may evolve based on regional needs and organizational design.
- Establish team priorities, expectations, responsibilities, and performance measures aligned with regional objectives.
- Assign, monitor, and manage projects, programs, and ongoing responsibilities.
- Evaluate performance regularly using established performance measures, program results, and other reporting tools.
- Assist in recruiting, interviewing, hiring, onboarding, and training team members.
- Conduct regular performance discussions and annual evaluations in accordance with company practices.
- Provide coaching, feedback, and corrective action as necessary.
- Support development of the team capabilities necessary to effectively deliver training and onboarding programs.
Knowledge, Skills and Proficiencies: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required.
- Strong knowledge of adult-learning principles, instructional design, and modern learning methodologies.
- Demonstrated ability to design role-based and vertical-specific learning journeys rather than one-size-fits-all training.
- Knowledge of learning technologies, learning management systems, and learning-in-the-flow-of-work approaches.
- Understanding of operational practices, business processes, and standard operating procedures within a multi-market environment.
- Knowledge of organizational change, operational implementation, and continuous improvement practices.
- Ability to lead initiatives and drive execution, adoption, and accountability across departments and markets.
- Strong communication, facilitation, presentation, and relationship-building skills.
- Strong analytical, organizational, and problem-solving capabilities.
Education & Experience: - Bachelor's degree in business, organizational leadership, communications, operations, education, adult learning, or a related field preferred.
- Minimum of 5 years of progressively responsible experience in training, learning and development, operational training, organizational effectiveness, change implementation, or a related field required.
- Minimum of 5 years of people-leadership or team-lead experience, including oversight of geographically distributed teams, programs, or cross-functional resources preferred.
- At least 5 years of experience designing and delivering role-based or audience-specific training across multiple teams, departments, markets, or business lines strongly preferred.
- At least 3 years of experience implementing modern learning methodologies, learning technologies, learning management systems, or blended learning solutions preferred.
- Experience developing or delivering training that supports the practical and responsible use of emerging technologies, including AI-enabled tools, preferred.
- Demonstrated experience developing and delivering executive presentations, operational training, webinars, workshops, facilitator guides, job aids, and related learning resources required.
- Experience working within a geographically distributed or multi-market organization preferred.
- Community association management, property management, hospitality, service industry, or related operational experience preferred.
- Proficiency in Microsoft PowerPoint, Excel, Word, Teams, SharePoint, and other business productivity tools strongly preferred.
- Minimum of 2 years of experience with FirstService Residential or comparable experience within the community association management industry preferred.
Travel: This position requires approximately 25% travel across the West Region, including Arizona, California, Colorado, Nevada, Texas, and Missouri, to deliver in-person training, support associate onboarding, attend regional meetings, and support other business priorities. Travel frequency and timing may vary based on business needs, event schedules, training requirements, and regional priorities.
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.
- Ability to work in a professional office environment, including extended periods of sitting, computer use, and movement throughout office and meeting spaces.
- Ability to stand for extended periods while presenting, facilitating training, or leading meetings.
- Ability to effectively present and communicate to audiences of varying sizes in both in-person and virtual environments.
- Ability to travel to FirstService Residential markets, offices, and event venues as required for training sessions, onboarding, meetings, and other business needs.
- Ability to lift and transport materials or equipment weighing up to 25 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings. Schedule is subject to change based on business needs.
Tools & Equipment Used: - Valid California State Driver's License and state-mandated insurance.
- Must have reliable transportation.
- Standard office equipment, including computer, mobile phone, and audiovisual/presentation equipment.
- Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint.
- Learning management, content development, reporting, workflow, and project management platforms.
- Company-specific operational and community management systems.
What We Offer: - Medical, dental, and vision plans (full time and part time 30+ hours)
- Part time 20+ hours qualify for dental and vision
- 401K match
- Time off including vacation, sick, and company paid holidays
- Pet insurance available
- Tuition reimbursement
- Legal services
- Free emotional wellbeing and daily life assistance support for all associates
- Domestic partner coverage
- Health savings account
- Flexible spending account
