Leadership and Administration

• Lead development and implementation of resident services and operational strategies for university owned apartment, including full-year and short-term leasing.
• Oversee and direct financial planning and reporting for annual apartment revenue of $9.5 million, including analysis of income and financial performance.
• Develop and analyze strategies to optimize revenue through occupancy management and rate development.
• Lead and implement University Housing’s diversity, equity, and inclusion initiatives.
• Direct the training, supervision and evaluation of leasing staff and provide professional development to improve staff competencies.
• Direct operations to align with strategic priorities, designate unit goals and identify performance metrics.
• Primary liaison for Family & Graduate Housing (FGH) with external vendors for services, such as furniture rental.
• Represent University Housing and FGH in public meetings or on committees and cultivate positive public relations.

Leasing Strategy and Operations

• Direct the leasing of all apartments and resident billing accordance with applicable laws, policies and procedures.
• Administer reporting and analysis leasing and occupancy strategies.
• Direct the utilization of housing management system for apartment operations.
• Collaborate with technology product mangers to develop and implement leasing processes and reporting.
• Oversee door access control and key management systems for the apartment communities.
• Primary emergency contact for emergency relocations and critical incidents in the apartments. - Coordinate relocation of residents experiencing facility issues and ensure apartment availability for emergency relocation after business hours.
• Develop and implement business practices and communication strategies to continuous improvement in operations and service delivery.
• Review and approve policy or procedural exceptions and serve as appeal agent for other operational decisions.
• Establish and maintain collaborative relationships with key performance partners.

Residential Community Engagement

• Develop and coordinate communication with residents through correspondence, publications, policies, procedures, and website content.
• Communicate with residents regarding ongoing and upcoming facility-related projects, ensuring clear and timely updates.
• Develop community partnerships with local organizations that provide support and services to low income populations.
• Evaluate the residents’ experience and analysis feedback to improve community engagement and satisfaction.
• Collaborate with marketing to promote apartment offerings and housing options for new and returning graduate students.

Minimum Qualifications

• Bachelor’s degree.
• Six (6) years of full-time work experience in student affairs, customer service, hospitality, leasing, or related field.
• Experience supervising staff or leading teams.
• Ability to engage with diverse populations and promote a culture of inclusion within a residential community.
• Strong analytical skills with the ability to interpret data and make data-driven decisions to improve operational effectiveness.

Preferred Qualifications

• Master’s degree higher education administration, business or communication or related field.
• Background in higher education or student affairs, with an understanding of the unique needs of graduate students and their families.
• Experience in policy formulation and implementation relevant to housing operations and student services.
• Supervisory experience with full-time staff in a residential or customer service environment.

Knowledge, Skills and Abilities

• Effective written and verbal communication skills for diverse audiences, including students, faculty, and external partners.
• Knowledge of property management and Fair Housing regulations.
• Ability to work independently and make data-informed decisions with a focus on operational outcomes.
• Skills in creating inclusive communities for diverse resident populations.
• Ability to develop staff and create inclusive work environments and customer experiences.
• Proficiency in using various software and databases, including housing management systems, and reporting tools.