Lead Housing Operations Specialist- (Housing Operations Professional III, Range 1) - HDCS Housing, Dining and Conference Services

Lead Housing Operations Specialist

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, national origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager. Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling View phone number on click.appcast.io or emailing View email address on click.appcast.io. San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties. The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. This position may be a "designated position" in the California State University's Conflict of Interest Code. The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department: Housing, Dining & Conference Services

Appointment Type: This is a one-year probationary appointment.

Time Base: Full-Time (1.0 FTE)

Work Schedule: Monday-Friday 8:00 AM-5:00 PM

Anticipated Hiring Range: $5,079.00-$6,315.00/monthly ($60,948.00$75,780.00 annually)

Salary is commensurate with experience.

Position Summary

The Lead Housing Operations Specialist independently administers and coordinates complex housing operations and residential licensing programs for Employee & Family Housing. The position serves as the operational lead for the Employee & Family Housing licensing function, providing advanced program administration, operational leadership, strategic planning, and lead work direction to support housing operations, occupancy management, resident services, regulatory compliance, and continuous process improvement.

Working under the general supervision of the Associate Director for University Housing, the incumbent exercises advanced judgment in interpreting housing regulations, university policies, licensing agreements, and operational procedures to ensure effective, compliant, and customer-focused housing operations. The position develops and implements operational procedures, monitors quality assurance and performance metrics, analyzes occupancy and operational trends, and recommends innovative solutions that improve efficiency, service delivery, and resident satisfaction.

The Lead Housing Operations Specialist collaborates extensively with campus departments, residents, leadership, and external partners to ensure seamless housing operations, support strategic departmental initiatives, coordinate emergency response activities, and promote operational excellence. As the department's subject matter expert for housing operations and residential licensing, the position provides leadership in policy implementation, staff development, technology enhancements, and continuous improvement initiatives that advance the mission and strategic goals of HDCS.

Position Information

Housing Operations Leadership & Program Administration

• Independently administer and coordinate complex housing operations for Employee & Family Housing.
• Lead daily housing operations and coordinate cross-functional workflows supporting resident services, resident account administration, and operational continuity.
• Develop, implement, and continuously improve housing operational procedures, workflows, and service standards.
• Analyze housing operations, occupancy trends, workflow efficiency, resident satisfaction, and service delivery to identify operational improvements.
• Develop recommendations supporting strategic occupancy planning, housing utilization, and operational effectiveness.
• Represent Employee & Family Housing on university committees, cross-functional workgroups, and special projects.
• Coordinate operational responses during emergencies, housing crises, evacuations, and other critical incidents.
• Serve as the departmental subject matter expert regarding licensing operations, housing policies, and operational best practices.

Lead Work Direction, Training & Quality Assurance

• Provide lead work direction to administrative staff, and student employees.
• Assign work priorities, coordinate workflow, monitor work progress, quality, and completion, and ensure timely completion of operational responsibilities.
• Develop standardized operating procedures and quality assurance standards for licensing transactions and resident records.
• Review housing transactions, resident files, licensing agreements, and operational processes to ensure consistency, accuracy, compliance, and customer service excellence.
• Design, coordinate, and facilitate onboarding, cross-training, and continuing education for staff.
• Assist management with recruitment, onboarding, and operational planning.

Licensing Administration & Occupancy Management

• Oversee residential licensing and occupancy administration, including application review, waitlist management, licensing documentation, occupancy assignments, transfers, renewals, move-in/move-out coordination, exceptions, and vacancy management.
• Review and resolve complex licensing transactions within established policies and procedures.
• Resolve escalated resident concerns, occupancy disputes, eligibility issues, and licensing exceptions.
• Coordinate resident communications regarding licensing policies, occupancy changes, and operational procedures.
• Monitor occupancy levels, turnover trends, renewal rates, and housing demand.
• Develop resident retention strategies that improve occupancy and customer satisfaction.
• Collaborate with Facilities to coordinate unit turnover schedules and maximize occupancy.

Strategic Planning, Compliance & Financial Stewardship

• Interpret and apply federal, state, and local housing regulations, Fair Housing laws, ADA requirements, landlord-tenant regulations, licensing agreements, and CSU policies.
• Recommend revisions to departmental policies, operational procedures, and business practices.
• Monitor compliance through operational audits, quality reviews, and documentation standards.
• Develop and monitor operational performance indicators including occupancy rates, licensing timelines, transaction accuracy, customer service metrics, and workflow efficiency.
• Prepare executive reports, dashboards, and operational analyses supporting leadership decision-making.
• Collaborate with Financial Services regarding occupancy revenue, billing, refunds, receivables, and financial reconciliation.
• Identify operational efficiencies supporting revenue optimization and responsible resource management.
• Coordinate with Risk Management, Public Safety, Facilities, and university leadership regarding operational issues.

Technology, Innovation & Continuous Improvement

• Serve as departmental subject matter expert for housing management systems and licensing technologies.
• Participate in system implementation, testing, upgrades, and workflow improvements.
• Recommend technology enhancements supporting operational efficiency and improved customer service.
• Lead continuous improvement initiatives utilizing data analysis and operational assessment methodologies.

Other Duties as Assigned

Minimum Qualifications

• Thorough and advanced knowledge and understanding of housing operations in order to build and maintain sound policies, processes, and procedures in order to provide excellent services to a diverse campus community.
• Demonstrated competence in independently applying advanced judgment to resolve difficult and complex problems and issues.
• Thorough and advanced knowledge and skill in applying and interpreting applicable regulations, standards, and guidelines. Ability to make recommendations for changes based on interpretations and principles of professional practices
• Advanced analytical and organizational skills to organize, prioritize, and oversee housing operations, and successfully complete special projects within time and budget constraints.
• Advanced communication and interpersonal skills, including political acumen to build partnerships and communicate effectively across all employee groups (e.g. faculty, campus and system leadership, administrative staff) in a diverse environment. Ability to effectively present ideas and training.
• Advanced knowledge of higher education housing operations and management current best practices.

Experience and Education:

• Equivalent to a bachelor's degree in a related field and four years of relevant experience. Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis. An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.

Preferred Qualifications:

• Master's degree in higher education, public administration, business administration, housing administration, or a related field.
• Five or more years of progressively responsible experience in university housing, employee and family housing, multifamily housing, affordable housing, or property management.
• Experience providing lead work direction and training to administrative support staff or student employees.
• Experience

San Francisco State University