Residential Operations Senior Manager (Fixed Term for 3 Years)


Job title: Residential Operations Senior Manager (Fixed Term for 3 Years)

Company: New York University Abu Dhabi (NYUAD)

Job description: Job Description

Job Title Management & Operations

Description

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Residential Community Operations Manager (Fixed Term for 3 Years) Posting Number 2021-9291 Posted Date 4 days ago (12/14/2021 7:37 AM) Department Residential Education School/Division NYU Abu Dhabi (AD00001) Is relocation available for this job? Yes FT/PT Full-Time Category Academic Program Support

Position Summary

UAE Nationals are encouraged to apply

New York University Abu Dhabi (NYUAD) seeks to appoint a Residential Community Operations Manager, reporting to the Assistant Director, Student Engagement and Operations.

The Residential Operations Manager/Manager (ROM) is responsible for leading the undergraduate student housing operations and assignment processes for all four residential colleges. The ROM will supervise a professional staff of two Residential Operations Coordinators and will serve as the Assistant Director of Student Engagement and Operations designee whenever necessary and appropriate. As a senior member of the residential college leadership team, this live-in position’s responsibilities integrate operational logistics and opportunities for frequent and meaningful interactions with students in a variety of settings. This includes promoting accessibility by meeting with student groups to address inquiries related to housing assignments, billing concerns, facilities requests; providing oversight for Residential Education’s occupancy projections, room change processes, check-in/opening day for returning and visiting students, room key management, policies, and procedures; assessing student trends and housing needs in the residential colleges. The ROM is also engaged in community development and leadership initiatives with Resident Assistants, Interns, Cultural Advisors, the professional staff team, and Faculty Fellows in Residence. The ROM serves on a 12-month on-call duty rotation and has some evening and weekend responsibilities.

Key Responsibilities:

  • Supervise the Residential Operations Coordinators, who develop, implement, and manage housing operations, including opening, closing, occupancy, billing, and room assignments during the academic year and summer
  • Conduct biweekly one-on-one supervision meetings, and weekly operations summits with the Residential Operations Coordinators to address the various student transitions (arrivals and departures), and align housing procedures, policies, communication, and marketing
  • Monitor and assess student trends in the residential colleges to develop proactive solutions, best practices in order to enhance student satisfaction
  • Review functional areas of oversight and assist the Assistant Director with the creation, implementation, and evaluation of the department’s strategic plan, mission, and goals
  • In conjunction with the RCDs, communicate and explain community standards, university procedures, and regulations to residents
  • Plan and execute the residential college opening and closing procedures. Maintain accurate data for early arrival/late stay students, student staff housing, required room cleanings, etc. Maintain and distribute datasets and rosters to staff and offices as needed
  • Manage mass communications regarding information relevant to all residential students. Strategize and execute communication plans regarding processes including, but not limited to, housing application, check-in, check out, term transitions, and room selection
  • Oversee the facilitation and assignment process of storage units including contracts/agreements, communication with students, and collaborate with Facilities and SERCO in providing services rendered
  • Manage the maintenance of a storage unit database to facilitate renewals, track lockouts, and assess applicable fees
  • Work with the appropriate internal departments in order to find solutions to space issues and storage unit shortages in the future
  • Develop communication and marketing plans to educate students about housing operations processes, timelines, and expectations; this includes utilizing social media platforms
  • Assess and determine required occupancy needs in alignment with room inventory and enrollment reports from NYUAD university offices and government partners
  • Coordinate with facilities regarding room occupancy, maintenance checks, room inventory, upkeep, and inspection
  • Meet periodically with Facilities to ensure adequate communication about anticipated Planned Preventative Maintenance (PPM) procedures, and other ongoing projects
  • Respond to inquiries regarding housing assignment processes, room assignments, arrival/departure procedures, and special requests
  • Administer necessary room changes and coordinate the Bed4Bed Exchange program. Ensures requests for information are answered efficiently and accurately
  • Coordinate housing assignment needs for new students, continuing students, visiting students, and various other program groups in conjunction with Senior Leadership in Residential Education
  • Liaise with NYUAD Housing about staff and FFIR apartment transitions and inventory
  • Manage distribution and collection of apartment keys
  • Act as lead administer for the housing database and maintain accurate student records; provide assessment and reporting when necessary
  • Assess and review housing fines with regard to late application fines, cancellation fees, and other applicable fines or fees that are submitted through StarRez
  • Communicate and work with NYU Bursar and Student Finance to assess housing charges to student accounts through StarRez
  • Supervise the room assignment and selection processes including marketing campaigns, facilitating informational sessions, tabling, and accessibility for Google chats during the housing selection process
  • Complete day-to-day tasks associated with housing assignments and billing including data entry and processing for room changes, new assignments, cancellations/termination, and billing reconciliation
  • Work with various database systems such as StarRez & University Data Warehouse
  • Facilitate the room inventory and condition processes for the residential colleges ensuring staff and students understand their responsibility with regards to documentation and damages. Input and report room damages in StarRez
  • Work with the Office of Residential Life and Housing Services (New York Campus) to update and maintain various web applications such as the Room Inventory and Condition Reporting form
  • Work with Facilities to record and administer housing damage billing
  • Compile information, track completion, and initiate notifications to students related to damage billing processes following term or program closings. Enter billing charges as needed in StarRez
  • Communicate and answer questions related to damage billing and appeals
  • Develop informal mentoring and counseling relationships with students
  • Serve as a resource for students through the engagement of critical conversations when addressing student behavior and providing necessary referrals to assist students in making educated decisions. Specifically, respond to conduct violations in relation to housing operations administrative violations such as unauthorized room changes, damage to rooms/furniture, misuse of keys, etc.
  • Provide advice and support to students with personal or interpersonal problems and refer students, as necessary, to other offices and resources at NYUAD
  • Participate in the rotating 24/7 “on-call’ system, responding to student incidents, or crises such as medical, mental health, and facilities emergencies including on weekends, holidays, and after business hours in the residential college. This includes university closures and transition periods throughout the academic year
  • Provide appropriate post-crisis follow up necessary to re-normalize the student’s life through advice, information, referral, and support
  • Organizations, Committees, Special Initiatives, & Task Force Member
  • Attend all departmental and Student Affairs training sessions, as required. This may include facilitating training or sharing best practices with members of the Student Life team
  • Connect with other university offices such as Public Safety, the Health Center, and the Office of Student Success & Well-being on students of concern, and make referrals when deemed appropriate
  • Maintain partnerships with other university offices and departments to identify collaboration opportunities, inform students of relevant information, and offer/solicit support for community efforts
  • Perform other related duties as required and assigned

Qualifications

Required Education:

  • Bachelors Degree
  • Candidates should have demonstrated administrative, project management, and communication skills

Prefered Education:

  • Master’s Degree preferred in higher education administration, counseling, college student personnel, business, or related field. Preference will be given to candidates with supervision experience and room occupancy database management.

Required Experience:

  • At least 2 years, full time, progressive experience in a residential /housing office environment or equivalent educational experience
  • Experience in managing a complex business operation, developing assessment initiatives, and utilizing housing database(s) or software
  • Demonstrated problem-solving abilities and experience, especially in situations requiring quick action and resolution
  • Relational leader with exceptional interpersonal skills, clarity of thought and professional poise
  • Display exceptional customer service skills and written communication skills; maintain and exercise sound judgment and discretion in handling confidential information
  • Demonstrate cultural sensitivity and work effectively with multiple diverse populations. Experience and commitment to working with an international community is essential
  • Outstanding written and oral communication skills with the ability to communicate effectively and project a professional image in person, and in writing
  • Ability to clearly and patiently articulate policies, procedures, and practices
  • Demonstrated ability to work well under pressure; take initiative and prioritize tasks; problem solve; work both independently and as part of a team
  • An appreciation for the relationship between the academic and residence life programs at a private liberal arts institution is essential

Additional Information

The University is an equal opportunity employer committed to equity, diversity and social inclusion.

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Expected salary:

Location: Abu Dhabi

Job date: Tue, 15 Feb 2022 00:20:57 GMT

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