Operations Support Specialist
About the role
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.
Responsibilities
Support 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Retire and archive outdated SOP versions; maintain a clean, current, audit-ready SOP library.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Identify SOPs that are outdated, inconsistent, or contradicted by actual site practice, and recommend specific corrective action to Compliance rather than routing the issue without analysis.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Ensure outdated forms and documents are retired and replaced consistently across all users and sites.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.
Requirements
Current or prior multifamily property management experience required.
Experience with LMS administration, SOP/document management, or similar systems administration required.
Experience using property management platforms such as Yardi, RentCafe, or similar systems preferred.
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.
Must be legally qualified to work in the U.S. and meet I-9 guidelines.
Qualifications
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.
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.
Employee assistance program (EAP) with 24/7 counseling service.
Company-sponsored industry training and certifications.
Up to 3 weeks of paid time off each year.
Up to 12 paid holidays each year.
Pay
Salary range of $85,000 to $100,000 annually (depending on experience level)
Schedule
This position works Monday through Friday, hybrid in-office schedule (three days in-office and two days WFH). Occasional site visits to Puget Sound region multifamily properties will be required.