Director of Residential Operations (On-Campus Living)

We are seeking a Director of Residential Operations who will oversee residential housing operations and will be responsible for fiscal and administrative management for On-Campus Living. This position will be expected to work closely and in collaboration with Residential Facilities, Residence Life, University Student Services (USS), and Johns Hopkins Facilities and Real Estate (JHFRE). This is a leadership and management role in Homewood Student Affairs, and you'll work across the university to ensure a successful On-Campus experience for residential students.

This person will be responsible for developing a seamless operational footprint across all areas within On-Campus Living to ensure consistency and cohesion. This person will oversee all residential assignments, administration, and fiscal management, and ensure the highest levels of customer service for students, families, and university partners.

Key responsibilities include supervising professional staff, managing housing occupancy, developing room rates, leading housing technology initiatives including compliance with all software platforms used within On-Campus Living, communication and marketing, and ensuring compliance with departmental and University policies regarding proper use of funds. Orients and trains staff concerning budgetary matters, policies, and procedures. Uses independent judgment in resolution of fiscal and administrative matters.

Reporting Line

• The Director of Residential Operations reports to the Executive Director for On-Campus Living.

Specific Duties & Responsibilities 

• Direct supervision of 2 professional staff and indirect supervision of 7 professional full-time staff and approximately 30 student employees.
• Project housing occupancy needs for first-year students and second-year students for their two-year residency requirements.
• Collaborate with the Executive Director to determine residential room rates and provide suggested adjustments to University Student Services (USS) for approval.
• Oversee the proper implementation of commuter exemption requests from the two-year residency requirement.
• Oversee annual revisions of student housing contracts, printed and online housing information, policies, procedures, and other materials.
• Collaborate with the Executive Director to develop a 5-year plan for summer conferences, with a primary focus on expanding external partnerships.
• Oversee the daily operations and administration of university summer conferences, ensuring a seamless experience for all participants.
• Oversee the development of departmental Standards Operating Procedures (SOP) and ensure annual revisions and proper execution across areas.
• Create and maintain a centralized and comprehensive resident support/service team that supports On-Campus Living. This includes centralized support for communication and customer service inquiries.
• Administers recurring or daily functions or processes necessary for business execution and identifies opportunities for improvement or efficiencies.
• Ensures the effective operational management of all mailrooms for on-campus students’ mail, including staffing and working with the various delivery agents (i.e., USPS, UPS, FedEx, etc.).
• Assess student satisfaction in housing through formal and informal means, such as benchmarking surveys, customer satisfaction, phone surveys, and student focus groups.
• Resolve conflicts with students, parents, and other university partners in matters related to housing issues/concerns.
• Work with the Executive Director to determine annual operating and capital budgets by gathering the necessary information and contributing to the development of proposals and projections.
• Assist the Executive Director with the development of long-term pro forma – helps to project a five-to-ten-year pro forma to assist the department in forecasting revenues and expenditures for planning, including operating, maintenance, improvement, and capital budgets.
• Oversees and verifies all departmental revenue and expenditures from origination to posting.
• Direct and create technology efforts that will enhance staff and student roles. Includes oversight of Housing Management System (StarRez) and all associated projects involving StarRez. Ensure technology needs are met, including system integration to university-wide enterprise systems and stand-alone third-party vendor products.
• Be informed of new issues and trends in higher education for students in university housing. Research, gain consensus from staff and students, and write proposals for change to submit to the Executive Director.

• Department liaison to Admissions, Student Transitions and Family Engagement, Registrar