National Program Specialist, Leasing

National Program Specialist, Leasing – Invitation Homes

Invitation Homes offers high-quality homes for lease in desirable neighborhoods across America. As the nation’s premier home leasing company, we own and operate approximately 85,000 properties. Our talented associates create excellent customer experiences and work hard to ensure our homes are maintained to the highest standards. We are seeking candidates who are ready to join us in providing excellent service to internal and external customers and who embrace our fast and friendly approach.

• 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

• 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

None

• 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

• 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

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.

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

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.

• Annual bonus program
• Health,…