Manager, Student Services

University of Utah

Salt Lake City, UT

ID: 7085172
Posted: September 13, 2021
Application Deadline: Open Until Filled

Job Description

Job Summary
Located in Salt Lake City, the University of Utah is a public, 4-year institution committed to providing an exceptional academic and co-curricular experience for students and the University community. The “U” is a PAC-12 institution with over 33,000 students. Heritage Commons is home to up to 4,200 students who live in the 2002 Winter Olympic athlete village, residing in 22 co-ed residence halls and 10 apartment buildings. In addition, Housing & Residential Education (HRE) has two apartment buildings located in downtown Salt Lake City that constitute Downtown Commons. HRE is growing with a 400 bed Entrepreneur-Innovation Living Learning complex that opened August 2016, and a 992 bed residence hall that opened in August 2020. The University Housing Campus Master plan calls for continued growth and construction to meet the housing demand.

The Assistant Director for Occupancy Management is a 12-month, full-time, professional staff position; it is a project- and systems-driven leadership role that works with all functional areas within Housing & Residential Education, an auxiliary within the division of Student Affairs. This includes the development and maintenance of housing information systems, housing application cycles, Living-Learning Communities (LLCs) and Theme Communities (TCs) with campus partners. This position provides comprehensive direction and vision to occupancy and data reporting for the Housing & Residential Education (HRE) department.

This position supervises three full time staff on the Occupancy Team: a Senior Assignments Coordinator, an Assignments Coordinator, and a Data Information Coordinator. The Assistant Director for Occupancy Management works closely with the HRE Information Technology team to develop applications, processes, and data management in the housing information system. The Assistant Director for Occupancy Management reports to the Associate Director of Operations and serves on the department’s Management Team.

The Occupancy staff are vital to contributing to HRE’s mission, vision, and values, particularly in housing application process and data management, occupancy reporting, room assignments, room holds, waitlist management, overflow housing, and other related projects.

Housing & Residential Education and the University of Utah value interactions among individuals with varying traditions, cultures, identities, expressions, orientation, religious beliefs, economic backgrounds, and racial/ethnic origins. We strongly encourage applications from candidates who will share and explore this value with the team and with the residents.

o Starting annual salary estimated at $60,000-63,000
o Full University benefit plan
o Immediate 14.2% University contribution to 401k retirement plan
o Health and dental insurance options
o 50% tuition reduction after 6 months of employment
o Professional development funding
o Partial moving expense coverage

1. Occupancy Management
a. Lead assignment efforts, application cycles for each contract period, wait list processes, room holds, and communication with campus partners and stakeholders.
b. Collaborate with Occupancy staff and various HRE and campus partners regarding room designations, community designations, room holds, and emergency housing.
c. Coordinate all occupancy reporting utilizing advanced Excel and reporting tools. Reports examples include: weekly/quarterly occupancy, cancellations, student demographics, and application/reservation tracking.
d. Oversee the occupancy and enrollment verification processes each term.

2. Housing Information System Management

a. Collaborate with the IT team to manage HRE’s departmental housing information system, including LLC partner access, staff permissions, and data transfers.
b. Trouble-shoot student problems within the online housing reservation system in regards to waitlist, reservations, and application questions.
c. Train various users on the features of the housing information system.

3. Budget

a. Manage and oversee the ethical use of area budgets, including over $200,000 in payroll, and $320,000 in supplies, central office telecom, and training line items.
b. Assist with budget preparation and development, spending proposals, and account reconciliation in the department’s annual budget cycles.
c. Make strategic spending decisions and sets priorities accordingly given the department mission, growth plans, and staffing needs. Develop proposals for equipment and staffing needs for the department, including but not limited to new initiatives, growth, and customer service.

4. Supervision and Training

a. Directly supervises three full-time staff and indirectly supervise 8-10 student leaders in the HRE main office.
b. Support and provide oversight as needed as part of term move ins, move outs, and emergency response needs.
c. Provide regular training and development opportunities to all HRE staff about occupancy processes and capabilities. Develop trouble-shooting guides to maximize self-directed help opportunities for the housing information system.
d. Lead staff to develop a shared vision to lead the team to excellence

5. Strategic Planning

a. Takes part in department strategic planning efforts.
b. Responsible for research and knowledge of best occupancy practices and potential for implementation within the department.
c. Researches and resolves questions from residents, management and other occupancy personnel.
d. Performs other tasks to include special studies that involve investigation, analysis and recommended solutions to further best practices within the department and/or university.

6. Professional Relationships and Customer Service

a. Model excellent customer service and work to ensure customer satisfaction by analyzing complaints, concerns and suggestions for ways to improve student satisfaction.
b. Make and participate in decisions regarding student staffing and scheduling.
c. Develop and maintain effective collaborative relationships with faculty, staff, and administration in order to utilize the full potential of the resources available on the University campus such as: LLC and TC partners, Admissions, Marketing, Residential Education, and other resources.
d. Act as a contact for department and share data on a cyclical basis with campus partners.
e. Inform campus stakeholders of issues or adjustments as they arise; provide tactical guidance on ways to mitigate issues.
f. Prepare both written updates and oral presentations; present ideas in business-friendly and user-friendly language.
g. Provide customer service through addressing inquiries that come through the main HRE office, responding and closing requests as appropriate.
h. Oversee employee onboarding needs regarding housing information system training for new HRE employees. (i.e. permissions set up, process overview for various staff types, etc).

7. Emergency Response

a. Respond to emergencies that impact student housing and assignments.
b. Occasionally work nights and weekends as needed to fulfill job responsibilities.
c. Act as a point of contact for on-call staff for consult as needed.

8. Performs related duties as assigned or required to meet Housing & Residential Education and University goals and objectives.

Minimum Qualifications
Bachelor’s degree in a related area or equivalency (2 years related work experience may be substituted for 1 year of education).

Four to six years of progressively more responsible management experience.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

*Department Specific Qualifications:
· A minimum of 3+ years of related and progressively more responsible or expansive work experience in housing, leadership, or staff training and development.
· Knowledge and practical application of planning, and occupancy management principles as well as advanced proficiency in databases and spreadsheets; proven understanding of using occupancy data to inform decisions.
· Demonstrated integrity and ability to maintain principles and customer service under internal and/or external pressure.
· Demonstrated ability to work collaboratively across functional and positional lines.
· Demonstrated ability to work independently and work well on a team.
· Demonstrated experience in successfully managing staff, teams, and projects, including management and supervisory experience.
· Demonstrated skills in supervision of staff including: hiring, onboarding, training, providing ongoing performance feedback, delegation and building a collaborative team environment.
· Demonstrated commitment to socially just and inclusive practices from the individual and systems perspectives.
· Demonstrated ability to take initiative to manage multiple, concurrent projects from start to finish.
· Excellent written, oral and interpersonal communication skills; ability to present ideas in business-friendly and user-friendly language.
· Working knowledge of various Microsoft and Apple software applications.
· Experience working in a housing department within higher education.
· Budget development and management experience.
· Additional education or certification showing mastery and advanced knowledge in occupancy management.
· Demonstrated skill in customer service and negotiation techniques to work effectively with students, parents, and university officials.
· Demonstrated experience working within a housing management system, such as StarRez, Adirondack, or similar.
· Experience developing employee competencies and supervising employees within development frameworks.
Type Benefited Staff


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