The Associate Director for Operations and Outreach (ADOO) reports to the Director of Student Housing and Residential Life. The ADOO is responsible for the management and leadership of the daily operations in Student Housing and Residential Life, including occupancy management, front desk services, communication and marketing, and oversight and enforcement of the housing and meal plan licenses and related policies, and billing. This position is a member of the department’s leadership team and is specifically responsible for providing administrative operations management in support of the Mission of Student Housing and Residential Life, Student Life, the Corporation, and California State University, Monterey Bay, and its diverse student community. Currently, CSUMB’s residential communities house more than 50% of the student body and have a capacity of over 3600 beds.
Examples of Duties
ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to, the following:
Leadership and Supervision:
Serves on the department leadership team and assists in the development of Student Housing and Residential Life goals, objectives, and outcomes, and strategic planning.
Assists the Director of Student Housing and Residential Life in the overall administration of the operations of the department.
Responds to student inquiries and complaints in a conscientious, appropriate, and timely manner. Meets with students, investigates issues, provides written follow-up to student concerns/complaints. Resolves severe or sensitive student or parental concerns and makes a report of resolution to the Director of Student Housing and Residential Life and other stakeholders as directed by the Director of SHRL.
Makes significant efforts to recruit and retain student and professional staff reflective of the diversity of the student body, in coordination with the Assistant Director of Organizational Development.
In conjunction with the Associate Director of Residence Life and the Associate Director of Facilities and Planning, serves as back-up in the absence of the Director of SHRL in overseeing the day-to-day operations of the department.
Assists with all departmental functions including but not limited to new student Orientation, Move-In, Move-Out, Open House, Admitted Otter Day, Convocation, Commencement and other functions as requested.
Ensures that operation staff members (individuals and team) develop and build skills necessary to accomplish goals of the position as well as the priorities of the department, including performance evaluation, in coordination with the Assistant Director of Organizational Development.
Chairs the student housing appeals committee and reports aggregate data to inform operational improvements to student housing.
Provides role modeling and leadership for staff to work toward establishing a genuine respect for cultural and other personal differences.
Responsible for leadership and supervision of operations team comprised of full-time professional and paraprofessional staff
Serve as an ethical steward to institutional resources. Identify ways to best utilize departmental resources to meet the goals and objectives of SHRL and support the goals and vision of CSUMB and the Corporation.
Meets regularly with Operations staff.
Meets regularly with the Greystar management team. Represents SHRL with Greystar in absence of Director.
Serves in the Administrator On Call (AOC) rotation for Student Housing and Residential Life.
Leads development and implementation of occupancy management and assignments policies and processes, including those to support license management and enforcement, such as license cancellation, Live On Requirement exemptions, early arrivals and late stays, Rate Lock, unlawful detainer, etc.
Responsible for preparing and maintaining operations timelines, such as reservations, assignments, communications, and move in and move out.
Oversees preparation of monthly, semester, and annual reports, including demographic and occupancy statistics for CSUMB, Corporation management, and CSU.
Develops and coordinates the semester room transfer process, winter break and summer school assignments, and the annual housing selection process, and waiting list processes.
Ensures rosters and occupancy reports are updated reflecting room assignment changes and provides reports on a monthly basis or as needed to the Director and appropriate departments.
Responsible for annual review and updates to License Agreements.
Actively assists with the configuration and on-going engagement with the student database management system to support operations and to ensure proper assessment of rent and associated accounting within the system, in collaboration with software systems administrators.
Coordinates with the Student Disability and Accessibility Center to provide housing support services for eligible students.
Coordinates yearly suite/room configuration planning, maintains configuration rosters and floor plans to maximize occupancy.
Coordinates with the Facilities Coordinators to minimize the impact of emergency and planned maintenance and facilities work on residents. Reviews and approves communications as needed.
Housing Operations and Summer Conferences:
Provides leadership and oversight to front desk services, including email and phone customer services; recurring check-in and checkout processes, including annual Move In events, including but not limited to early arrivals, late stays, failed departures, etc.
Oversees housing removal processes, including unlawful detainer practice when necessary.
In conjunction with the Coordinator of Housing Operations, develops, maintains and ensures a quality customer service experience for both the Main Campus and East Campus offices.
Provide oversight for annual housing summer conference program and operations, including collaboration with University Activities, Conferences, and Events (UACE), organization of conference group agreements, assignments; and check-in/out processes and timelines.
Responsible for summer housing support including agreements, coordination, marketing and business development.
Oversees residential package collection and distribution processes.
Periodic review of operational metrics to implement improvements to the Housing operating condition.
Marketing and Outreach:
Leads department oversight of student communications policies for both Main Campus and East Campus.
In collaboration with University Enrollment Management personnel, develop an annual comprehensive housing marketing plan.
Lead the development of marketing strategy and campaigns to position the student housing program to contribute to CSUMB goals, yield high occupancy, and create meaningful student experiences.
Coordinates the development and scheduling of resident communications (email, phone, SMS) related to assignments and operational processes (assignments emails, reservations notifications, billing, Rate Lock, etc.).
Serves as a designated approver of mass resident communications.
Oversees engagement of students, parents, and University partners via numerous mediums to share the
SHRL story through data, and leading student-facing communications for student housing.
Works closely with the Coordinators of Housing Operations and Occupancy Management, as well as other SHRL leadership, to actively promote the on-campus living experience and manage current resident communication processes and content.
Assists in organizing Student Housing and Residential Life presence at special recruitment events such as Open House, Admitted Otter Day, and Orientation.
Serves actively on departmental and other University committees/task forces as assigned.
Identifies issues of area or departmental concern and takes initiative to resolve or report them and assist in the identification of potential solutions.
Promotes and maintains an atmosphere of excellent internal and external customer service within the Student Housing and Residential Life program.
Attend workshops, conferences, campus events, etc.
Performs other duties as assigned.
PHYSICAL WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to verbally communicate to exchange information, and to occasionally travel to other offices or locations to attend meetings or to pick up or deliver materials.
Work Location: CSUMB Main Campus, Building 12
KNOWLEDGE, SKILLS, AND ABILITIES
Working knowledge of the practices, procedures, management and activities of a program supporting students living on campus including financial, occupancy management, meal plans, and residential life; general knowledge of the methods and problems of organizational and program management; general knowledge of research/interview techniques and principles of individual and group behavior. Ability to interpret and apply program rules and regulations; ability to initiate and use resourcefulness in planning work assignments and in implementing long-range program improvements; ability to obtain factual and interpretive information; ability to reason logically; aptitude for numbers, quantitative analysis and data management, and make written or verbal presentations; ability to advise students individually and in groups on routine matters and complex matters; ability to establish and maintain cooperative working relationships with faculty, CSU administrators, University Corporation, student organizations, and others in committee work. Must possess excellent written and oral communication skills. Must have the ability to sensibly manage emergencies and respond diplomatically and effectively to complaints. Ability to analyze complex situations accurately and adopt effective courses of action; ability to determine appropriate courses of action and proper
techniques to utilize while engaged with individuals in personal interactions of an argumentative or sensitive nature; ability to interpret and evaluate descriptions and explanations of problems brought forward by individuals or students organizations; analyze and define the problem, draw valid conclusions and project consequences of various alternative courses of action. Ability to carry out a variety of professionally complex assignments without detailed instructions. Demonstrated technical proficiency. Ability and skill to supervise the work of multiple direct reports and effectively recommend personnel actions; strong problem solving and conflict resolution skills; train and evaluate the productivity and performance of employees; and analyze situations and take corrective action.
Education and Experience:
Bachelor’s degree in Business Administration, Operations Management, Student Affairs or related field AND
Four years of progressively responsible experience managing and coordinating residential programs.
Working knowledge of the practice, procedures, management and activities of a Housing and Residential Life program preferably in Higher Education.
Advanced degree may be substituted for up to two years of the required experience.
Demonstrated understanding of and commitment to the CSUMB Vision Statement and the core values of mutual respect, collaboration and service orientation, multiculturalism and diversity, community service and institutional excellence.
Master’s Degree in Operations Management, Student Affairs or related discipline desirable. Multiple years of experience working in an operational setting for university housing with functions such as occupancy management, conferences, and/or marketing and communications. Experience working with StarRez to manage housing selection and room assignments, billing, and/or administer system and portal changes for user experience. Working knowledge of CBORD, PeopleSoft, and experience working in an educational environment is highly desirable. Experience supervising and scheduling office workflow. Demonstrated understanding of and commitment to the CSUMB Vision Statement and the core values of mutual respect, collaboration and service orientation, multiculturalism and diversity, community service and institutional excellence. Experience working with a diverse and multicultural population and performing community services; demonstrated technical literacy in reporting and data analysis.
SALARY AND BENEFITS
Competitive Salary: Earn market-competitive annual salary of $82,000 – $95,000.
Subsidized Housing: Employee rental homes are affordably priced. Monthly rent rates include cable television, garbage service, and sewer.
Health Insurance: We prioritize your well-being with our comprehensive health insurance program.
Retirement Plan: Secure your future with our 403(b) Retirement Plan. We offer an exceptional 10% employer contribution with 100% immediate vesting.