Associate Director, Service Operations

About the role

The Associate Director, Service Operations is a key member of the Housing Senior team. They are responsible for delivering critical central services to students and staff, supporting the delivery of superior housing services.

Responsibilities

• Manages and leads a 24-hour Hospitality Desk management team and supervises the Customer Service Center to ensure superior customer service to approximately 6,300 students living in 39 residence halls and brownstones within undergraduate housing.
• Leads the ongoing transformation of residential customer service from a centralized Hospitality Desk model to a residence-based service delivery approach.
• Develops and implements strategies that position managers within residential buildings to improve visibility, accessibility, and responsiveness.
• Redesigns service workflows to enhance on-site student engagement.
• Supervises the work activities of the Manager, Assistant Managers, and 2110 Union staff of the twenty-four-hour Hospitality Desk with an emphasis on excellent customer service.
• Utilizes operational service data to identify recurring issues and proactively intervenes with students and residence teams.
• Establishes processes to transition service delivery from reactive response to predictive outreach and resolution tracking.
• PARTNERS WITH INTERNAL STAKEHOLDERS TO ENSURE ISSUES ARE NOT REPEATEDLY REPORTED WITHOUT RESOLUTION OR ACCOUNTABILITY.
• WORKS IN CONJUNCTION WITH SENIOR LEADERSHIP TO PROVIDE INPUT INTO TRAINING MATERIALS AND ENHANCE THE ONGOING DELIVERY OF TRAINING BEYOND INITIAL ONBOARDING.
• SETS STANDARDS FOR SYSTEMS USE, POLICIES, PROCEDURES, AND PRODUCTIVITY.
• SCHEDULES AND MAINTAINS REGULAR STAFF MEETINGS AND ENSURES HOSPITALITY DESK STAFF REMAIN PROFESSIONAL AND SERVICE-ORIENTED.
• SUPERVISES AND OVERSEES DAILY WORK ACTIVITIES FOR STAFF.
• COLLABORATES WITH DEPARTMENTAL HUMAN RESOURCES TO ENHANCE STAFF PERFORMANCE THROUGH PROFESSIONAL DEVELOPMENT ACTIVITIES, THE DEVELOPMENT OF CLEARLY STATED OBJECTIVES, AND THE USE OF TRAINING AND PERFORMANCE APPRAISAL MECHANISMS.
• FUNCTIONS AS A LIASON IN PARTNERSHIP WITH CUFO HUMAN RESOURCES STAFF TO BARGAIN UNIT LEADERSHIP.
• SERVES AS THE FIRST RESPONDER TO EMERGENCY SITUATIONS.
• REDESIGNS EMERGENCY RESPONSE PROTOCOLS TO ENABLE RAPID SERVICE SOLUTIONS WITHIN AFFECTED RESIDENTIAL BUILDINGS.
• COORDINATES WITH PUBLIC SAFETY, FACILITIES, AND HOUSING LEADERSHIP TO ENSURE IMMEDIATE, LOCALIZED SUPPORT DURING EMERGENCIES OR DISRUPTIONS.
• OVERSEES THE TRAINING AND READINESS OF STAFF TO OPERATE IN TEMPORARY EMERGENCY SERVICE ENVIRONMENTS.
• COLLABORATES WITH OTHER MEMBERS OF THE HOUSING SENIOR TEAM TO SUPPORT DEPARTMENTAL PLANS TO ACHIEVE FINANCIAL, OPERATIONAL, AND HOUSING TEAM GOALS WHILE REINFORCING COLUMBIA HOUSING’S AND CAMPUS SERVICES’ VISION AND VALUES.
• CONTRIBUTES AS AN EFFECTIVE MEMBER OF THE HOUSING SENIOR TEAM TO ORGANIZE AND IMPLEMENT MAJOR HOUSING EVENTS, INCLUDING CHECK-IN, CHECK-OUT, ROOM SELECTION, AND SUMMER PROGRAMS, ENSURING SEAMLESS WORKFLOWS AND OPTIMAL SERVICE TO RESIDENT STUDENTS, GUESTS, AND THEIR FAMILIES.
• INTERACTS EFFECTIVELY AND DIPLOMATICALLY WITH THE UNIVERSITY COMMUNITY, INCLUDING STAFF, MANAGEMENT, CAMPUS DEPARTMENTS, STUDENT ORGANIZATIONS, PARENTS, AND THE GENERAL PUBLIC.

Requirements

Minimum Qualifications:

• Bachelor’s degree required
• Minimum 5-7 years of related experience required
• Requires strong supervisory experience with demonstrated ability to work independently, managing conflicting priorities, and meet deadlines
• Requires experience with Microsoft Office Suite
• MUST POSSESS STRONG WRITTEN AND ORAL COMMUNICATION SKILLS, ATTENTION TO DETAIL, AND HAVE A DEMONSTRATED ABILITY TO DEVELOP STUDENT RELATIONS
• Strong organizational skills with ability to create efficient systems particularly utilizing data analysis
• Able to manage high-volume workload and manage concurrent projects, while working with multiple stakeholders and as part of a team

This position is considered essential and may be required to report or stay on campus in the event of emergency or closure.

Qualifications

Master’s degree preferred

Strong preference for experience in management, facilities, student affairs, or hospitality

Familiarity with StarRez Housing System, and Student Information Systems preferred