• Partners with subject matter experts (SMEs) to document internal workflows and SOPs 
• Shadows associates and accurately captures steps and methods use to complete processes and/or procedures
• Writes complex and technical information in a way that is formal yet easily understood and followed
• Handles intake of suggested topics submitted by local associates
• Participates in refreshers on select topics related to leasing and/or property management
• Participates in testing SOPs, ensuring steps can be followed by those who do not perform the job
• Leads monthly focus groups with local Leasing Experience Managers (LEMs) and Portfolio Directors (PDs) to obtain feedback on workflows, SOPs, and/or usage of tools
• Evaluates quality of interactions through central observation practices and communicates results to Manager
• Provides support to local managers with regards to observation practices
• Hosts weekly check ins with frontline associates to answer questions and/or provide clarity on recently deployed workflows/SOPs related to leasing or property management
• Regularly audits relevant records in Salesforce to ensure quality and reports results to Manager
• Creates, reviews, and/or edits content for the organization’s knowledge management system (KMS)
• Gathers and maintains information for Job Guides or other resources required to support local associates
• Prepares regular and/or ad hoc presentations as required
• Maintains awareness of ongoing expectations and adapts quickly to change
• Performs other duties as assigned

Education and/or Experience

• High school diploma or equivalent required
• Minimum two (2) years’ experience in leasing, property management, and/or real estate strongly preferred
• Minimum two (2) years’ experience in writing institutional policies, processes, and/or procedures 
• Experience with Salesforce and Yardi Voyager preferred

Required Licenses or Certifications

None

Skills/Specialized Knowledge

• Extensive experience with Microsoft Office, including Outlook, PowerPoint, and Excel
• Excellent interpersonal skills and ability to communicate effectively with a diverse workforce
• Strong organizational and time management skills
• Ability to identify, analyze, and resolve problems
• Works well under pressure and maintains a professional demeanor
• Learns quickly and navigates through technological applications efficiently

Other Requirements

• Comprehension of federal fair housing laws and any applicable local housing provisions
• Must maintain professional appearance
• Must be proactive, self-directed, and self-motivated
• Works on a regular and consistent basis; overtime may be required occasionally

Physical and Mental Demands

This position will involve long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate, and communicate. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Work Environment

This is an in-office role The standard office environment may be busy and noisy at times.

Salary Range

The salary range for this position is: $22.14 - $38.38, plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications, location, and applicable employment laws.

Compensation and Benefits

To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:

• Annual bonus program

• Health, dental, vision, and life insurance

• Long-term and short-term disability insurance

• Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays

• 401(k) with company matching contributions

• Awesome work environment with casual dress

• Team events and gatherings (Pre- and Post-Covid)

Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at humanresources@invitationhomes.com.

To all recruitment agencies: Invitation Homes does not accept agency resumes.  Please do not forward resumes to Invitation Homes employees.  Invitation Homes is not responsible for any fees related to unsolicited resumes. 

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