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GENERAL DESCRIPTION

The Assistant Director, Housing Services provides daily management of housing occupancy through development and operation of contracting processes, room assignments, contract review, and room changes. Additionally, the Assistant Director, Housing Services acts as liaison to students and families to provide adequate and appropriate housing while ensuring exceptional customer service and support.

PRIMARY DUTIES AND RESPONSIBILITIES

• Supervise the Manager of Assignments and the Housing Assignments Representative.
• Oversee Athletic Housebook and assignments as well as serve as liaison to Athletics compliance team.
• Oversee and execute all V/VIP requests and experiences
• Oversee occupancy verification/audit processes ensuring students reside in correct unit/room through entire academic year.
• In conjunction with SAIT and Supervisor, work to create and curate content concerning all aspects of housing portal initiation and deployment. This includes template design, page language, access flow , testing/production and critical updates/announcements.
• Serve as the primary manager for departmental software and access control, including training, troubleshooting, and preparation/upkeep of manuals for Access Systems (e.g., CSGold, ONITY, key cabinets and StarRez.
• Serve on the Assignments leadership team on call rotation to triage and manage overnight crisis response, access and assignments concerns.
• Provide frontline support after hours and on weekends beyond on-call rotation to complete time sensitive processes including but not limited to intersession term access, booking exports from StarRez, and other data systems related activities impacting student experience. 
• Work directly with campus partners including but not limited to, Student Accounts, Canes Central, Access Control, Facilities and UMIT on business practices impacting daily unit operations.
• Present updates on Assignments and Occupancy Management topics during staff meetings as requested.   
• Provide second tier support for case escalations (phone calls, emails, walk-ins)
• Assist in attending university-sponsored community events and programs that require Housing presence, including Admissions open house for prospective students and parents and online webinar events.
• Other duties as assigned 

PLANNING & PROGRAM DEVELOPMENT

• Conduct training sessions on the StarRez platform for new hires and host regular seminars for employees.
• Develop and maintain training manuals for the Assignments team, covering business processes within StarRez, Salesforce, CaneLink, and other University software.
• Regularly review and update StarRez templates and processes, ensuring their organization and alignment with current business processes.

STUDENT SUPPORT, ADVISING, AND PROGRAMS 

• Ensure adequate and timely follow-up with students who fail to apply per university expectations and policies 
• Prepare the application format and timeline for yearly term processes that combined will solicit close to 7,000 unique records annually 
• Create and manage the on-campus student room change process for more than 4,600 students. 

ADMINISTRATIVE RESPONSIBLITIES 

• Conduct ongoing training, workshops, and development activities for HRL professional staff on navigating housing systems, programmatic changes, and system enhancements 
• Maintain active role in proposing and executing edits to business practices withing StarRez and Portal X environments.
• Participate in meetings with internal and external IT constituents as it pertains to StarRez
• Must be familiar with and ensure compliance with various regulations, including the American’s with Disabilities Act (ADA), the Family Educational Rights and Privacy Act (FERPA), and the Health Insurance Portability and Accountability Act (HIPAA) along with being able to explain the application thereof.

FINANCIAL RESPONSIBILITY 

• Apply term-specific housing charges to student accounts, ensuring accuracy in billing and system processes.
• Respond to Elavon regarding merchant disputes, contesting charges/fees assessed to credit card holders' accounts.
• Serve as primary decision maker for student charge inquiries and appeals submitted through Salesforce and other university systems. 

KNOWLEDGE, SKILLS, ABILITIES (KSA)

• Knowledge of business and management principles.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals, and objectives that support the strategic plan.
• Ability to collaborate with multiple university units. 
• Ability to anticipate, investigate, and analyze problems and address them proactively. 
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, develop, and train others.
• Experience with the StarRez housing management software and its various modules preferred.
• Experience with CS-Gold and/or ONITY access systems preferred
• Experience with Salesforce/Case Management programs preferred 

EDUCATION REQUIREMENTS

• Bachelor’s Degree in relevant field required

WORK EXPERIENCE REQUIREMENTS 

• Minimum 3 years of relevant experience; 5-7 years progressive professional experience in a college or university housing and residential life setting or similar applicable experience preferred.

The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida.

With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally.

We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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