Operations Support Specialist

HNN Communities•Bellevue, WA

38d•$85,000 - $100,000•Hybrid

About The Position

HNN Communities is seeking a Full-Time Operations Support Specialist to join our dynamic team in Bellevue, WA! This position works a hybrid 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 Operations Support Specialist maintains the operational infrastructure that keeps HNN's standard operating procedures, learning management system, and controlled documentation accurate, current, and accessible across the portfolio. This is not a department-specific administrative role. SOPs originate from the President (and will eventually transfer to this role for development), training content lives in the LMS under Training & Development, and forms and documents are used by every department and every site team in the field. This position exists to own that infrastructure directly, on behalf of the organization, rather than to function as a subordinate resource inside a single department. The Specialist is also the first point of contact for site teams experiencing issues with the LMS, the SOP platform, forms, or related systems and processes. The role requires enough working knowledge of multifamily operations to correctly triage a site team's issue, and enough systems discipline to keep documentation and training records audit-ready at all times. This role is built primarily around disciplined execution of SOP, LMS, and documentation processes. Within that scope, the Specialist is expected to exercise real judgment: identifying patterns in the data this role generates, evaluating whether SOPs and processes are actually working at the site level, and recommending specific changes to Compliance or T&D rather than simply flagging problems and waiting for direction. This is not a role that sets SOP or training strategy — that authority remains with Compliance and T&D leadership — but it is a role that is expected to inform that strategy directly.

Requirements

Current or prior multifamily property management experience required.
Experience with LMS administration, SOP/document management, or similar systems administration required.
Strong proficiency with Microsoft Office, especially Excel, Word, and Outlook.
Must be able to speak, read, and write English in a manner sufficient to carry out duties.
Ability to work in the office at least three days per week and travel to HNN sites as needed.
Must be legally qualified to work in the U.S. and meet I-9 guidelines.
Working knowledge of multifamily property management operations sufficient to understand site teams' day-to-day workflows and correctly triage their issues.
Experience with, or ability to quickly learn, LMS platforms (e.g., Aspire), SOP/document management platforms, and property management systems such as Yardi or RentCafe.
Strong attention to detail and consistency; comfortable maintaining records that must remain audit-ready.
Strong organizational skills and the ability to manage multiple concurrent requests from different departments without dropping any of them.
Clear, professional written and verbal communication, particularly when explaining systems or process issues to non-technical site staff.
Sound judgment about when to resolve an issue directly versus escalate it, and to whom.
Ability to analyze recurring issues, completion trends, and acknowledgment data, and translate findings into specific, actionable recommendations rather than raw observations.
Proficiency with Microsoft Office, particularly Excel, Word, and Outlook.
Comfortable taking direction from multiple stakeholders and managing competing near-term priorities professionally.

Nice To Haves

Experience using property management platforms such as Yardi, RentCafe, or similar systems preferred.

Responsibilities

Partner with the President to draft, format, and publish new and revised SOPs.
Maintain the SOP platform: organization, links, version control, and assignment structure.
Manage SOP rollout logistics, including acknowledgment tracking, completion reporting, and follow-up with non-compliant sites or individuals.
Retire and archive outdated SOP versions; maintain a clean, current, audit-ready SOP library.
Evaluate draft SOPs for clarity, consistency, and practical feasibility at the site level before publication, and recommend specific revisions to the VP of Compliance where site execution is likely to break down.
Identify SOPs that are outdated, inconsistent, or contradicted by actual site practice, and recommend specific corrective action to Compliance rather than routing the issue without analysis.
Support Vice President of Compliance on reintegration of site-level compliance work to in-house compliance department.
As directed, conduct site visits to audit signage, documents, and procedures to ensure compliance with SOPs.
Manage day-to-day administration of the LMS, including course assignments, learning paths, user records, and completion tracking.
Maintain accurate onboarding training assignments and monitor completion status for new hires.
Pull and distribute reports on training completion, overdue assignments, and learning path progress as requested by Training & Development or the President.
Keep LMS records accurate, organized, and audit-ready at all times.
Maintain HNN's library of controlled forms and documents, including creation support, formatting, version control, and distribution.
Ensure outdated forms and documents are retired and replaced consistently across all users and sites.
Organize and maintain a centralized, accessible repository for current forms, SOPs, and related documentation.
Support departments in standardizing form templates and reducing duplicate or conflicting versions.
Serve as the first point of contact for site teams experiencing issues with the LMS, SOP platform, forms, or related systems.
Triage reported issues: resolve directly when possible, and escalate to IT, Compliance, or Training & Development when the issue is outside this role's authority.
Analyze recurring issues for patterns that may indicate a systemic process or training gap, and recommend specific corrective action to the appropriate department rather than merely routing the observation.
Provide clear, patient, professional support to site-level staff who may have limited familiarity with these systems.
Analyze recurring site-team troubleshooting issues, SOP acknowledgment gaps, and LMS completion trends to identify patterns indicating a process, documentation, or training gap.
Recommend specific SOP revisions, LMS content updates, or process changes to the VP of Compliance or the Manager of Training & Development, supported by the underlying data.
Periodically assess whether existing SOPs and forms are actually being followed at the site level versus simply acknowledged, and report findings with recommended action.

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.
Discretionary bonus programs.
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