Leasing and Operations Learning Partner - HNN

DEVCO RESIDENTIAL GROUP•Bellevue, WA

2d•$90,000 - $105,000•Hybrid

About The Position

HNN Communities is seeking a Full-Time Leasing & Operations Learning Partner to join our dynamic team in Bellevue, WA! This position works an in-office schedule at our beautiful and recently renovated Bellevue office. This position also requires occasional site visits to our Puget Sound region multifamily properties. The Leasing & Operations Learning Partner is responsible for the design and execution of HNN's overall on-site leasing and operations training strategy, in alignment with priorities established by the Training & Development Manager and HNN leadership, exercising independent judgment to determine training priorities, curriculum content, and coaching strategy across an assigned portfolio of properties, including evaluating performance issues to determine whether they warrant direct coaching or escalation to HR and property management for formal action. This role also serves as an operational subject matter authority, diagnosing complex Yardi, Rent Café, and leasing-operations issues and determining whether resolution requires escalation to the helpdesk or site-level training. This position goes beyond traditional training delivery. The Learning Partner is expected to build scalable learning solutions, observe site workflows, identify performance and process gaps, and translate real business needs into practical training, coaching, and field-support resources. The ideal candidate combines strong multifamily property management experience with facilitation.

Requirements

Three or more years of multifamily property management experience strongly preferred.
Experience in leasing, Assistant Community Manager, Community Manager, or another onsite operations role preferred.
Prior training, facilitation, coaching, or team-development experience strongly preferred.
Experience with Yardi, RentCafe, Knock, HappyCo, RealPage, Entrata, or similar property management systems preferred.
Experience developing training materials, presentations, job aids, process documentation, or eLearning content preferred.
Strong proficiency with Microsoft Office suite, including PowerPoint, Word, Excel, Outlook, SharePoint and Teams.
Experience with LMS platforms or eLearning development tools preferred.
Working knowledge of Fair Housing required; Affordable Housing/LIHTC experience preferred.
High school diploma or equivalent required; bachelor's degree or relevant professional certifications preferred.
Must be legally qualified to work in the U.S. and meet I-9 guidelines.

Nice To Haves

Ability to confidently engage with teams, demonstrate leasing techniques, and support operational troubleshooting.
Comprehensive understanding of leasing processes, property management operations, and sales strategies.
Advanced familiarity with providing constructive feedback and coaching to improve individual and team performance.
Ability to lead engaging, hands-on training sessions tailored to diverse audiences.
Commitment to improving both leasing effectiveness and operational efficiency.
Understanding of how to organize, plan, and execute resident engagement and operational support activities.
Strong analytical skills to assess performance using data-driven insights from leasing and operational reports.
Knowledge of marketing and digital engagement strategies to enhance lead generation.
Strong customer service orientation with emphasis on resident satisfaction and operational excellence.
Effective problem-solving skills and ability to develop creative operational solutions.
Ability to work efficiently under deadlines and adapt to changing business needs.
Ability to work independently, exercising discretion and judgment in decisions of consequence, with general rather than direct supervision.
Strong instructional design and content-development skills, including the ability to translate complex operational processes into clear, practical learning experiences.
Strong technical aptitude and comfort learning, navigating, and troubleshooting property management and learning systems.
Strong project-management, organizational, and time-management skills with the ability to balance content development, facilitation, site support, and multiple priorities.
High attention to detail, strong written communication, and the ability to create professional presentations, job aids, guides, and learning resources.
Strong ownership and follow-through, with the ability to manage assigned work without repeated reminders while communicating blockers or risks early.
Ability to collaborate across departments while maintaining clear accountability for assigned responsibilities.

Responsibilities

Design and lead training sessions to improve leasing skills, sales effectiveness, customer engagement, and on-site operational capabilities.
Develop and maintain standardized training materials including manuals, e-learning modules, video tutorials, and operational workflow guides.
Train staff on property management software such as Yardi, RealPage, Entrata, Knock, and Rent Café to support both leasing and operational efficiency.
Serve as an operational escalation partner to review Yardi workflows, Rent Café issues, and ledger discrepancies, determining root cause and directing resolution through site-level training or helpdesk escalation.
Provide one-on-one coaching and real-time performance feedback for leasing and operational improvements.
Conduct role-playing exercises, mock leasing tours, and phone script simulations to refine skills.
Analyze property-level KPI performance including secret shop reports, recorded calls, traffic data, and operational reports to determine root causes of performance gaps and develop targeted coaching or training responses.
Teach teams how to conduct market surveys and competitor analysis to refine strategies.
Train staff on leveraging social media, digital marketing, and online reputation management to increase lead generation and engagement.
Guide teams on best practices for responding to online reviews and social media inquiries.
Collaborate with community managers and regional leadership to identify training and development needs. As needs are identified, develop, deliver, or route team members to ensure needs are met appropriately.
Design and maintain a suite of resident retention and operational engagement initiatives which can be utilized by communities.
Implement strategies to enhance customer experience and improve resident retention and operational service delivery.
Facilitate leasing competitions and performance-boosting activities.
Establish and monitor customer service programs, including tracking work order completion rates to ensure satisfaction.
Using data gathered from performance analysis, determine the appropriate balance of time spent on-site delivering hands-on training and coaching versus time spent developing or delivering broader training, consistent with priorities identified by leadership.
Work collaboratively and respectfully with peers and departments.
Help develop scalable learning tools (microlearnings, job aids, checklists, templates, workbooks)
Support the continuous improvement of site-team onboarding, including role-based checklists, learning paths, training timelines, and readiness expectations.
Facilitate assigned onboarding and new-hire training.
Conduct site visits to observe workflows, gather feedback, identify training or process gaps, and provide hands-on coaching and support.
Continuously review and improve training content based on learner feedback, site performance, business changes, and operational trends.
Partner cross-functionally with Operations, Compliance, Accounting, Marketing, Maintenance, HR, IT, and other subject matter experts to ensure training is accurate, current, and applicable.
Facilitate both in-person and virtual training for audiences with varying levels of experience and operational knowledge.
Adapt facilitation and coaching approaches based on learner needs, job responsibilities, and identified performance gaps.
Own assigned training projects from planning through development, delivery, implementation, and follow-up; maintain timelines, communicate progress, identify risks early, and complete deliverables by agreed-upon deadlines.
Work independently after direction is established, ask clarifying questions early, and bring forward proposed solutions and recommendations rather than only reporting problems.
Other duties within the scope of this role.

Benefits

100% company paid medical benefits for employee coverage.
100% company paid dental and vision benefits for employee coverage.
Healthcare and dependent care flexible spending accounts.
Company paid life insurance, AD&D and long-term disability benefits for employee coverage.
Best-in-class voluntary insurance benefits.
Pre-tax and Roth 401(k) programs with a company match equal to 100% of the first 4% contributed by the employee.
Eligibility for a 30% housing discount consideration.
Employee assistance program (EAP) with 24/7 counseling service
Company-sponsored industry training and certifications.
3 weeks of paid time off each year.
Up to 12 paid holidays each year