Housing Operations Manager, Hybrid

Current UC employees must apply internally via SuccessFactors > http://bit.ly/UCEMPL

Founded in 1819, the University of Cincinnati ranks among the nation’s best urban public research universities. Home to over 50,000 students, 11,000 faculty and staff and 332,000 alumni, UC combines a Top 35 public research university with a physical setting The New York Times calls “the most ambitious campus design program in the country.”

With the launch of Next Lives Here, the Cincinnati Innovation District, a $100 million JobsOhio investment, nine straight years of record enrollment, global leadership in cooperative education, a dynamic academic health center and entry into the Big 12 Conference, UC’s momentum has never been stronger. UC’s annual budget tops $1.65 billion and its endowment totals $1.8 billion.

Direct and manage the Housing Services Call Center to deliver positive customer experiences in support of the overall mission of the University and department.

• Provide direct management of Housing Call Center.
• Supervises Housing Operations Coordinators and provides support for the supervision of student staff. 
•  Manages quality assurance program. 
• Develop processes and procedures for daily management of housing operational needs which include call center activity. 
• Provide daily management and on-going development of the on-campus housing software systems (e.g. Five9, StarRez) 
• Employ professional judgment and decision-making skills to meet students’ service needs. 
• Resolve complex problems, work with appropriate staff to develop and implement intervention strategies using professional counseling techniques. 
• Maintain current understanding and related systems to problem-solve, make recommendations for system solutions and strategic plans, and manage solutions from development to execution. 
• Serve as an escalation point for call center staff / professional staff. Handle referrals requiring supervisory authority. 
• Works to ensure that site content is timely and accurate. Maintains statistics and provides regular reports on Web site activity and performance. 
• Maintains statistics and provides regular reports on Web site activity and performance. Create and maintain functional dashboards for user groups. 
• Train staff as subject matter expert on system functionality and report generation. Develop employee training modules to improve staff skill sets. 
• Will be required to be on-call and/or have weekend responsibilities during heavy volume time periods (move in / move out) or to support response to emergency situations. 
• Perform related duties based on departmental need. This job description can be changed at any time.

• Bachelor's Degree.
• Seven (7) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.

Three (3) years of service provider experience with at least one (1) year supervisory experience.

University or student housing or related area (i.e., multifamily housing, hotel, etc.) experience.

Interested and qualified applicants must apply online and include a cover letter of interest and a current CV/Resume.

Compensation and Benefits

UC offers a wide array of complementary and affordable benefit options, to meet the financial, educational, health, and wellness needs of you and your family. Eligibility varies by position and FTE.

• Salary range of $60,846. 
• Comprehensive insurance plans including medical, dental, vision, and prescription coverage.
• Flexible spending accounts and an award-winning employee wellness program, plus an employee assistance program.
• Financial security via our life and long-term disability insurance, accident and illness insurance, and retirement savings plans.
• Generous paid time off work options including vacation, sick leave, annual holidays, and winter season days in addition to paid parental leave.
• Tuition remission is available for employees and their eligible dependents.
• Enjoy discounts for on and off-campus activities and services.

For questions about the UC recruiting process or to request accommodations with the application, please contact Human Resources at [email protected] . 

The University of Cincinnati is an Equal Opportunity Employer.

REQ: 95437