Associate Director for Campus Office Operations

Positional Summary

Reporting to the Dean of Residential Student Services, the Associate Director of Campus Office Operations will lead Housing and Residence Life’s (HRL) office and administrative functions, oversee major operations such as opening, closing, and breaks while overseeing the day-to-day operations of campus and apartment offices. The Associate Director will collaborate with the HRL Facilities Planning and Operations (FPO) teams for major department operation processes. The Associate Director will liaison with various stakeholders, such as Conference and Event Services, Parking and Transportation Services as well as establish and maintain key performance indicators that directly support excellent operating procedures with critical internal and external partners to ensure end-to-end operational excellence in residents’ experience. 

Key Position Duties

Campus Office Management- 35% of Effort

• Bring end-to-end operational excellence to the student residential experience through effective management of the day-to-day operations of the HRL offices.
• Develop, implement, and evaluate policies and procedures related to key operations, expense reporting, financial reconciliation, and work order control. 
• Maintain bedroom, specialty key, and high value master key inventory.
• Advise departmental colleagues on residential services standard operating procedures such as loaner key check-out, safe room activation logistics, etc., ensuring compliance with established Departmental, Divisional, and University policies and procedures.
• Determine fiscal requirements, make projections, and prepare budgets the day-to-day operations of the Campus Housing Offices.

Supervision and Development- 25% of Effort

• Direct supervision of 5 Staff Assistants (2 West, 1 Apartments, 2 East) and indirect supervision of Student Desk Staff (10-20).
• Oversee all personnel practices, including the hiring, onboarding, professional development, training, and performance review of FTEs and student staff. 
• Meet individually with assigned staff assistants regularly to advise on performance, development.

Residential Operations- 25% of Effort

• Collaborate closely with Residential Education to oversee major department operations such as opening, closing, break and extension housing, health and safety inspections, occupancy checks, and critical communications.
• Confer with Residential Student Services and Residential Education colleagues to analyze and recommend priorities and goals for future residential student needs.
• Working with Residential Education as well as Facilities and Planning Operations, oversee the assessment of residential student fines (e.g., lost key charges, room damages, etc.) to student bursar accounts. 
• Collaborate with the Assistant Director for Residence Hall Operations and Associate Deans for Residential Education to troubleshoot and strategize solutions to student/parent/family concerns related to the residential student experience.
• Maintain liaison with various levels of administration, faculty, and university departments (e.g., Athletics, New Student Family Programs, DKU, Dean of Students Office, Time Away Office, Campus Life, Student Affairs Finance and Administration, Facilities and Planning Operations) to coordinate business, accomplish directives and facilitate the resolution of challenges related to Residential Student Services.
• Represent the department on divisional and University committees and duties, including key stakeholder meetings, summer operations committees, and business development/vendor interviews.

Residential Needs Assessment and Data Management- 10% of Effort

• Compile appropriate statistical data pertaining to the service experience and renewal needs, assessment of KPIs, and other data to inform department strategy, student outreach, and campus planning.
• Continually assess goals, targets, and practices to stay abreast of current trends that will benefit the satisfaction, safety, health and well-being of the Duke community to continually ensure Duke Housing is a national leader in high quality customer services.

Other - 5% of Effort

• Perform related duties as assigned or required to meet departmental, Division, and University goals and objectives, as assigned by their Supervisor, Director, or respective designees.

The intent of this job description is to provide a representative outline of the type of responsibilities that will be required of positions given this title and shall not be construed as all-encompassing or as a declaration of all specific duties and responsibilities of this position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Physical Demands:

• The primary nature of this position is that of an average position in an office setting. The incumbent must be able to complete all positional requirements outlined above with or without reasonable accommodations. For more information, please visit https://hr.duke.edu/policies/ada/

Minimum Qualifications

Education

Work requires analytical, organizational and communication skills generally acquired through completion of a master's degree program.

Experience

Work generally requires four years experience in personnel, college or OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE university administration, or a related field to acquire skills necessary to provide program management, advising, and general administrative support.