Housing Assignments, Operations, & Billing Processes:

• Manage and implement the housing selection and assignment processes for incoming and returning students.

• Manage the housing request/waitlist process for incoming (freshman, transfer) and returning students. Ensure housing offers, waitlist updates, and waitlist numbers are communicated to students and DHBO on a weekly basis. Revise communication as needed.

• Collaborate with the Director of Housing & Business Operations to establish timelines for all housing processes and ensure needs are addressed through the various Housing & Business Operations areas (Housing Management Software, IT, Marketing & Communications, Billing, and Access Control).

• Ensure that housing assignment process policies and procedures are reviewed and updated annually and that HRL staff are appropriately trained and supported.

• Oversee the room change process for current students & communicate expectations of the hall staff.

• Coordinate with Housing Operations Coordinator and Athletics on athlete housing assignments, early move-in, late stay requests and additional housing needs associated with athlete status.

• Collaborate with the Office of Accessibility and Disability Services to determine appropriate reasonable accommodation for students with disabilities, emotional support animal request, and medical needs.

• Ensure effective and accurate execution of student account billing for housing and ancillary charges.

• Collaborate with Assistant Director of Budget & Finance Management (AD-BFM) on performing quarterly housing charge and advance payment audits, ensuring that all charges have been accurately assessed.

• Coordinate housing needs for International Students and work with the International Students & Scholars Office, International Student Exchange Program, and the International Student Admissions to ensure that students have all necessary paperwork completed to receive housing.

• Serve as one of the power users for the Housing Management System (HMS). Communicate issues and concerns with the Assistant Director of Housing Information Technology & Communications (AD-HITC).

• Work with the AD-HITC to configure rooms to accommodate gender and special housing options within the housing management system.

• Manage the Early Arrival & Late Stay Processes for fall and spring semesters, working with LLC partners, Athletics, and other campus partners, ensuring the communications are clear and processes are fully executed.

• Ensure that lists are maintained and shared and HRL staff are appropriately notified.

• Assist the DHBO with the oversight of the efficient and effective coordination of university-wide residential community openings and closings to include, but not limited to, Centralized Check-In trainings, setup, technology support, and operations management.

• Advise students and family members in decision-making and provide resource referrals to help support student success and well-being.

Summer Housing Operations

• Provide strategic and operational oversight of the University’s summer housing program, with support from the Housing Operations Specialist.

• Oversee the development, configuration, testing, and annual implementation of the Summer Housing Application in partnership with the AD-HITC.

• Direct summer housing billing processes, including charge assessment, execution, reconciliation, auditing, and resolution of billing discrepancies.

• Plan and oversee all spring-to-summer and summer-to-fall housing transitions, including transition schedules, operational logistics, student communications, and coordination with campus partners.

• Coordinate summer housing operations with Summer Housing Residence Life Coordinators, the Housing Operations Specialist, Event & Conference Services, ABM Services, and other internal and external partners.

• Oversee summer housing application, eligibility-verification, and assignment processes to ensure accurate, timely, and equitable placement of eligible students.

• Monitor summer housing occupancy, assignments, transitions, and billing activity; identify operational concerns and implement timely solutions.

• Evaluate summer housing processes annually and recommend improvements that strengthen efficiency, communication, service delivery, and the student experience.

StarRez System Operations & Functional Administration:

• Serve as a departmental power user within StarRez, helping to ensure assignment-related processes are configured and functioning effectively.

• Oversee assignment workflows within the system, including room changes, emergency placements, mid-year assignments, waitlist placements, and special population assignments.

• Oversee and ensure maintenance of assignment-related settings (room attributes, eligibility parameters, assignment views, and workflow statuses) to support operational processes.

• Oversee and ensure maintenance of dashboards and saved views to assist professional staff with space management, roster verification, occupancy tracking, and move management.

• Develop and run standard and ad hoc reports to support assignments, cancellations, roster verifications, billing adjustments, and space utilization monitoring.

• Oversee and monitor data accuracy in assignment records and conduct regular audits to ensure housing placements, credits, and charges are aligned with operational decisions.

• Process and track assignment-related financial adjustments within StarRez, ensuring alignment between housing occupancy and billing activity in conjunction with AD-BFM and AD-HITC.

• Ensure guides and job aids for room changes, roster verifications, cancellation processing, and housing selection support are developed and distributed to Residence Life Team.

Staff Supervision:

• Recruit, train, and directly supervise the Housing Operations Coordinator, Housing Operations Assistant, and the Office Manager. Hold regular one-on-one meetings with direct reports, attend HBO Team and departmental staff meetings and trainings, and provide appropriate on-boarding and professional development opportunities for staff as needed.

• Indirectly supervise student office assistants, particularly in the absence of the Office Manager.

• Indirectly supervise professional live-in Residence Life Coordinators, particularly related to housing operations and assignments responsibilities.

• Ensure adequate daily coverage for housing assignments support across residential communities.

• Continuously develop and enhance Office Assistant training and Pro Staff training, support, and supervision initiatives.

• Initiate and support staff recognition initiatives and promote professional development opportunities.

• Stay informed of TU supervisor’s resources and policies and ensure compliance with all requirements.

Customer Service & Support:

• Oversee and ensure successful management of the department’s day-to-day operations, ensuring efficient systems are in place to meet professional standards for timely and sensitive response to students,’ families,’ and TU community members’ questions, concerns, and requests for information regarding policies, housing assignments, access control, student conflicts, and general assistance.

• Ensure effective oversight and management of the HRL email account and voicemail, ensuring proper away communication is in place at respective times throughout the academic year.

• Ensure effective oversight and management of day-to-day office activities, ensuring compliance with HRL & TU policies, and maintain a productive and organized workplace for the department.

• Ensure continuous enhancement of HRL’s customer service and support strategies and procedures.

   

Committee and Other Assignments:

• Serve as a member of the HRL Senior Leadership Team.

• Serve as a member of the Housing and Business Operations Leadership Team.

• Serve as a member of the Housing Processes & Systems Team.

• Assist in leading committees and task forces, presenting training topics, and executing departmental and TU projects as needed.

• Represent the department in new student recruitment and orientation events.

• Serve on departmental committees/taskforces and participate in all required training.

• Respect and maintain confidentiality, parameters of operation, professional protocols, and privacy.

• Perform other duties as assigned by supervisor or their designee.

Telework may be available for this position up to two days per week following the completion of 90 days of service in good standing.

The work schedule for this position may include weekends for several departmental events.

Required Qualifications:

• Bachelor’s degree.
• Four years of experience in housing operations.
• Project management experience and ability to meet hard deadlines within the set timeframe.
• Intermediate knowledge of Microsoft Office Suite and Google Suite.
• Sensitive, diplomatic, detail-oriented, and articulate written and verbal communication skills.
• Ability to implement problem solving strategies to manage everyday residential challenges such as crisis response, conflict management, community development, and student/family concerns in a fast-paced environment.
• Delivers accurate, well-organized work through exceptional attention to detail.
• Strong understanding of housing operations and assignments processes.
• Commitment to expand knowledge and awareness of understanding cultural differences, social identities, and historical inequalities, and strategies for interacting effectively with people different from oneself.
• Demonstrated commitment and passion for professional growth in the areas of student learning and development, community development, supporting students’ well-being, and best practices in residence life programs and operations.
• Knowledge of equity and inclusion issues and laws that impact higher education and particularly community living (all gender spaces, Title IX, affinity-based living learning communities, ADA compliance).
• Demonstrated experience using a diverse perspective in delivering programs and services practice (i.e., staffing practices, supervision, training, housing policies, programs, and services).

Preferred Qualifications:

• Previous work experience with external reporting systems and Housing Management System experience, particularly StarRez.
• Proficiency in PeopleSoft and Lenel Card Access System.
• Understanding of emerging issues in higher education, particularly in student affairs and residence life and housing.
• Demonstrated skills in public speaking, facilitating conversations, and presenting to families, students, staff, and other constituents.