Operations Manager for Resident Services
Full Time
Corvallis, OR 97331
Posted
Job description
University Housing and Dining Services (
UHDS
) is seeking an Operations Manager for Resident Services. This is a full-time 12-month, professional faculty position.
UHDS recognizes the importance of learning both in and out of the classroom and supports the concept of education as an individual as well as a community experience. UHDS strives to provide students, faculty, staff, and guests with safe, economical, convenient, and comfortable living and dining options, and the department works to maintain the highest educational and service standards. UHDS houses over 5,000 students and offers a variety of living and dining options in 16 residence halls, two apartment complexes, three dining centers, three coffee shops, a market, and retail dining options across campus. UHDS is an auxiliary enterprise which is funded solely by customers who use our services we receive no State or General fund allocation.
UHDS is committed to an appreciation for diversity, and fosters an open, respectful, and enjoyable living, learning, and working environment. A personal and professional commitment to providing excellent customer service and creating inclusive environments is a core value of University Housing and Dining Services.
The Resident Services Manager serves as a member of the Operations and Facilities unit within University Housing & Dining Services. This position oversees residential service centers, assignments for all apartment living facilities, and additional responsibilities within the unit.
The service centers are the primary customer service hub for each area of campus. Each service center is responsible for: mail, packages, keys, electronic door access, and frontline customer service for the 5,000+ students that live in the residential communities.
This position provides programmatic leadership to and manages operations of service centers on campus, and coordinates with unit and department partners regarding term-to-term arrivals, departures, and transitions for direct admit and international students. It is essential that the Resident Services Manager spend time in each service center regularly to ensure efficiency and accuracy of services provided.
The Operations Manager for Resident Services hires, trains, supervises, and assigns work to full-time Administrative Program Assistants (APA) and part-time student Customer Service Representatives (CSR). The APA and CSR positions support UHDS operations through customer service, access management, mail processing, general or campus referrals, administrator and staff assistance, office supply and management, and assignments processes in addition to maintaining the daily operations within each service center. This position may receive tasks or work requests from within the Operations and Facilities Unit or UHDS that can be assigned to these staff.
This position also manages assignments and billing for all residents in UHDS apartment facilities.
This position will also manage preparation of keys and electronic access for summer conference groups and guests staying in UHDS buildings.
The ability to focus on multiple tasks with similar priorities and timelines, attention to detail, consistently meet deadlines and follow timelines, and relationship building skills are necessary for success in this position. The position requires infrequent and unpredictable response to campus, particularly during arrival weekends and transition periods between terms. This position reports to the Assistant Director of Occupancy Management.
Summary of Benefits: https://hr.oregonstate.edu/benefits/prospective-employee
Summary of Benefits: https://hr.oregonstate.edu/benefits/prospective-employee
To calculate our
Total Rewards Package use this link:
https://hr.oregonstate.edu/benefits/new-employees/benefits-calculator
Position Duties
35%
SUPERVISION
&
STAFF
DEVELOPMENT
- Responsible for providing overall leadership and supervision to 3 FTE staff, 30-35 part-time academic year student staff, and 15-20 part-time summer student staff.
- Recruits and seeks to retain staff from diverse backgrounds to meet operational needs for the calendar year. Creates and revises position descriptions. Processes monthly payroll.
- Plans and implements training to ensure staff are equipped with the skills and resources needed to meet customer service standards in their work and interactions.
- Creates and revises evaluation documentation and evaluates staff annually. Maintains supervision files and documents performance issues. Terminates staff as needed. Responds to staff concerns in a manner that encourages open dialogue and program improvement.
- Spends time in each service center to ensure efficiency and accuracy in work. Provides leadership, coaching, advising, and evaluation support for employees at service centers.
- Holds regular meetings with direct reports and coordinates staff development training for all service center employees on a frequent basis.
- Contributes to quarterly UHDS Residence Education staff training on the move out process and UHDS application tools for move out.
25%
SERVICE
CENTER
OPERATIONS
MANAGEMENT
- Responsible for all work conducted in the residential service centers, which provide service to all residents who live on campus.
- Has responsibility and discretion for up to $575,000 budget to support service location staffing and supplies.
- Ensures mail and package delivery at service centers is managed efficiently, including daily audits of packages received.
- Oversees key and access audit process to ensure procedures comply with UHDS key management policies.
- Serves as a contact for the electronic access system at the direction of the Assistant Director(s) and/or Director of Operations and Facilities.
- Gathers and utilizes feedback to improve services, procedures, and systems.
- Updates or designs new processes and procedures as needed.
- Serve as primary liaison with UHDS Information Services to create and maintain applications, processes, and services, including but not limited to: student information portals for staff, key and access management, and apartment turns.
- Maintains a working knowledge of the housing management software to facilitate all aspects of the work done in the service locations.
- Serves as the main point of contact for the U.S. Census Bureau, Benton County Elections Division, U.S. Postal Service, OSU Campus Mail and other mail providers.
- Serves as the main point of contact and decision maker for vendors, suppliers, and contractors providing equipment/services pertaining to the UHDS Service Centers.
- Resolves concerns or complaints or refers to appropriate partners. Builds and maintains collaborative working partnerships and a high level of customer service within the unit, department, and OSU.
- This position is also responsible for managing the occupancy verification process each term to ensure accuracy in records.
- Utilizes student development theory to assist in customer service interactions with students in transition with UHDS and OSU.
- Resolve unique concerns with housing issues raised by students, parents, or faculty & staff. Pursues consistent, open dialogue with all students, staff and partners to ensure a high level of satisfaction and consistency.
- Primary administrator for the Service Center program outside of regular business hours.
- This position maintains strong working relationships with Residential Education staff on-call, Department of Public Safety, and UHDS Facilities staff in the delivery of after hours support for Service Center staff and UHDS residents. This role serves as primary point of contact for the program and will be required to execute independent judgement.
25%
APARTMENT
LIVING
ASSIGNMENT
MANAGEMENT
- Serves as the primary staff member responsible for all assignment elements associated with 338 campus apartment units including: managing the wait-list process for an apartment, ensuring all residents maintain student eligibility compliance, and the annual renewal process to remain in the community. This will increase by 221 beds with a new apartment building opening in Fall 2024.
- Makes offers on apartments to students on the wait-list. Answers inquiries on the status of the wait-list for a unit.
- Manages the billing process for Apartment Housing. Generates regular rental billing and assesses additional charges as appropriate.
- Responsible for annual revisions to the Apartment Housing Contract, enforcement of the contract, and for approving appropriate exceptions to contract terms in consultation with the Assistant Director and Director of Operations & Facilities.
- Conducts all Service & Support Animal meetings for residents in Apartment Housing and tracks all animals in residence. Coordinates with facilities partners to ensure that ADA accommodations are properly implemented for residents approved for accommodation by DAS.
- Meet regularly with Apartment Operations staff and coordinate apartment move-in, move-out, and other process needs.
10%
TRANSITIONS
COORDINATION
- Service centers are a vital element of student arrivals and departures from UHDS, and this position serves as a conduit between UHDS and campus partners to coordinate arrivals of INTO OSU and direct admit students
- This position communicates with UHDS stakeholders across multiple units to plan quarterly transitions.
- Responsible for managing the end of year charge process.
5%
FINANCIAL
APPEALS
MANAGEMENT
- Oversees and provides leadership to the UHDS Financial Appeals Committee and process.
- Corresponds with student petitioners and chairs the Financial Appeals Committee where petition decisions are made.
- Collects and assesses data on the Financial Appeals Committee processes and proposes future changes to the Financial Appeals Committee, UHDS Common Charges, and Policy Guide as necessary.
- Bachelor’s degree in Liberal Arts, Education, Business or closely related field.
- 2 years of professional experience in a College or University Residential Life/Housing setting supervising professional staff.
- Demonstrated presentation and/or training experience.
- Must have experience with information management systems, report generation and information auditing, maintaining databases, and producing memos and correspondences.
- Ability to manage multiple priorities and timelines within an environment of frequent interruptions.
- Ability to foster an environment for staff that encourages a high level of customer service and performance.
- A demonstrable commitment to promoting and enhancing diversity.
- This position has daily, direct contact with students, staff, and campus partners so it requires good oral and written communication skills.
- This position requires independent decision making abilities, organizational skills, and excellent judgement, and a high level of self-motivation and accountability.
- Must be detail oriented.
This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per OSU Standard 576-055-0000 et seq. Incumbents are required to self-report convictions.
- Master’s Degree in a related field.
- Experience managing audit procedures for sensitive information or materials (i.e. mail, keys, building access, cash).
- Experience managing operations processes.
- Experience with housing management systems (StarRez, Adirondack, RMS Mercury, etc.), key management systems, and/or mail handling
- During the academic year this position works a typical 8-5 schedule with some evenings and weekends, particularly during arrival weekends/transition periods.
- This position is required to spend time in each service center regularly to ensure accuracy and consistency in work as well as support the staff therein.
- This position is deemed essential and the incumbent may be contacted by his/her supervisor and required to report to work during inclement weather, emergency and other University work curtailments.
Posting Detail Information
Posting Number
P06637UF
Number of Vacancies
1
Anticipated Appointment Begin Date
06/01/2023
Anticipated Appointment End Date
Posting Date
03/27/2023
Full Consideration Date
Closing Date
04/23/2023
Indicate how you intend to recruit for this search
Competitive / External - open to ALL qualified applicants
Special Instructions to Applicants
The closing date has been extended in order to expand the original applicant pool.
When applying you will be required to attach the following electronic documents
When applying you will be required to attach the following electronic documents
1) A resume/CV; and
2) A cover letter indicating how your qualifications and experience have prepared you for this position.
You will also be required to submit the names of at least three professional references, their e-mail addresses and telephone numbers as part of the application process.
- Starting salary within the salary range will be commensurate with skills, education, and experience
For additional information please contact: Heather Stinger at heather.stinger@oregonstate.edu
OSU is committed to the health of our local and global community. All employees and students are required to comply with the university’s COVID-19 Vaccination Program. Please visit
https://covid.oregonstate.edu/ for additional information about OSU’s plans for safety and success, as well as options for compliance with the vaccination program.
OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.
OSU will conduct a review of the National Sex Offender Public website prior to hire.
This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months. Offers of employment are contingent upon meeting all minimum qualifications including the criminal history check requirement.
This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months. Offers of employment are contingent upon meeting all minimum qualifications including the criminal history check requirement.
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