Leasing and Operations Learning Partner - HNN

About the role

HNN Communities is seeking a Full‑Time Leasing & Operations Learning Partner to work in‑office at the recently renovated Bellevue, WA location, with occasional site visits to Puget Sound region multifamily properties. The role designs and executes HNN’s on‑site leasing and operations training strategy, determines training priorities, curriculum content, and coaching approaches, and serves as an operational subject‑matter authority for Yardi, Rent Café, and related systems.

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 workflow guides.
• Train staff on property management software such as Yardi, RealPage, Entrata, Knock, and Rent Café.
• Serve as an operational escalation partner to review Yardi workflows, Rent Café issues, and ledger discrepancies, directing resolution through site‑level training or help‑desk 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.
• Analyze property‑level KPI performance (secret shop reports, recorded calls, traffic data, operational reports) to identify performance gaps and develop targeted coaching or training.
• Teach teams how to conduct market surveys and competitor analysis.
• 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 and deliver appropriate solutions.
• Design and maintain resident retention and operational engagement initiatives for use 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.
• Balance on‑site hands‑on training with broader training development based on performance analysis and leadership priorities.
• Develop scalable learning tools (micro‑learnings, job aids, checklists, templates, workbooks).
• Support 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 gaps, and provide hands‑on coaching.
• 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 experts to ensure training accuracy and relevance.
• Facilitate both in‑person and virtual training for audiences with varying experience levels.
• Adapt facilitation and coaching approaches based on learner needs, job responsibilities, and identified performance gaps.
• Own assigned training projects from planning through delivery, implementation, and follow‑up; maintain timelines, communicate progress, identify risks early, and meet deadlines.
• Work independently after direction is established, ask clarifying questions early, and propose solutions rather than only reporting problems.
• Perform other duties within the scope of the role as needed.

Qualifications

• 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 e‑learning content (preferred).
• Strong proficiency with Microsoft Office suite, including PowerPoint, Word, Excel, Outlook, SharePoint, and Teams.
• Experience with LMS platforms or e‑learning development tools (preferred).
• Working knowledge of Fair Housing; 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.

Skills

• 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 with general supervision.
• Strong instructional design and content‑development skills, translating complex processes into clear learning experiences.
• Technical aptitude for learning, navigating, and troubleshooting property management and learning systems.
• Project‑management, organizational, and time‑management skills to balance content development, facilitation, site support, and multiple priorities.
• High attention to detail, strong written communication, and ability to create professional presentations, job aids, guides, and learning resources.
• Strong ownership and follow‑through; 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.

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.
• Three weeks of paid time off each year.
• Up to 12 paid holidays each year.

Pay

Salary range of $90,000 to $105,000 annually, depending on experience level.

Schedule

Monday through Friday in‑office schedule, with the specific hours agreed upon with the hiring manager. Occasional site visits to Puget Sound region multifamily properties are required. When not on site, the role works from the corporate office at least four days per week.

Work Environment & Travel

This position involves regular interaction with onsite teams and corporate departments, frequent site visits for training delivery, coaching, workflow observations, and operational troubleshooting. Travel frequency varies based on portfolio needs, business priorities, and training initiatives.