Director of Training & Customer Fulfillment

Cohen-Esrey Communities, LLC. is currently seeking a Director of Training & Customer Fulfillment in our Corporate Office in Merriam, KS. Come join our team and experience our AMAZING culture!

Company Overview

Cohen-Esrey is dedicated to building thriving communities by developing quality affordable, mixed-income and market-rate housing that makes a difference. We manage approximately 115 properties in 17 states and are continuing to add more at a rapid pace. You will discover that not only do we take care of our residents, but we also take care of our team. Company culture is very important to us. We empower people to thrive!

Benefits

• Paid Time Off
• Paid Holidays
• Medical/ Dental/ Vision
• Voluntary Life and Disability Benefits
• 401(k) + company match
• Education Reimbursement
• Referral Bonus Program
  
  
  

Responsibilities

• Audit KPIs and operational performance to identify training needs, gaps, and prioritize training requirements.
• Collaborate with leaders, managers, and stakeholders to determine learning needs, delivery methods, and create effective training programs.
• Manage the creation, execution, and compliance of training programs, including cost-benefit analyses for delivery methods.
• Develop and implement processes for Customer Fulfillment integration, monitor NPS, and provide feedback to improve operations.
• Coordinate, coach, and oversee strategies to enhance resident retention and reduce turnover.
• Meet with property teams offering a deep dive of all operational areas
• Develop and evaluate new training programs, maintain project plans, and execute communication plans to keep stakeholders informed.
  
  
  

Qualifications

• Bachelor’s Degree
• 2+ training delivery and development
• Strong customer service orientation with a genuine passion for assisting others and delivering exceptional support experiences.
• Excellent communication skills, both verbal and written.
• Ability to troubleshoot and problem-solve effectively, demonstrating patience, empathy, and professionalism.
• Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
  
  
  

Preferred Qualifications

• OneSite experience
• 2+ years supervisory experience
• 3+ training delivery and development
  
  
  

To be hired, candidates will be required to successfully complete a background check and drug test. Cohen-Esrey is an equal opportunity employer.