Assistant Director of Residential Experience - Towson, MD

Job Description

Job Description

Job Title: Assistant Director of Residential Experience - 100% in office position

Reports To: Director of Operations

Location: University Village near Towson University

Compensation: $55,000-$60,000 per year, staff apartment and comprehensive benefits package

FLSA Status: Exempt

Company Information

Capstone On-Campus Management (COCM), with headquarters in Birmingham, Alabama, is a group of student housing professionals focused exclusively on the management of housing communities owned by non-profits and/or highly affiliated with a university.

Summary

The Assistant Director of Residential Experience is a full-time, live-on, in-person professional staff position responsible for leading and enhancing the resident experience at University Village near Towson University, a student housing community serving approximately 615 residents. This position provides direct oversight of the Residence Life program and student staff team, fostering a safe, inclusive, engaging, and developmentally supportive living environment.

The Assistant Director of Residential Experience plays a critical role in community development, student engagement, crisis response, conduct administration, resident support, staff supervision, and operational collaboration. This position also serves as a key leader in property-wide marketing initiatives and supports the overall success of the community through cross-functional partnerships with leasing, operations, and administrative staff.

Essential Duties and Responsibilities:

Residence Life & Student Staff Leadership

• Provide leadership, vision, and strategic direction for the overall resident experience within a community of approximately 615 residents.
• Directly oversee the day-to-day implementation and success of the Residence Life program.
• Supervise, mentor, and support the Community Assistant staff team through regular one-on-one meetings, team meetings, coaching, and ongoing performance feedback.
• Lead the recruitment, selection, onboarding, training, development, and evaluation of student staff.
• Develop and manage student staff schedules, including the Community Assistant duty rotation and related coverage needs.
• Create, update, and maintain Residence Life manuals, training materials, handbooks, and operational resources.
• Foster a residential environment that promotes student development, community engagement, belonging, accountability, and well-being.

Resident Experience & Community Development

• Coordinate and implement educational, social, and community-building programming that supports resident engagement and contributes to a vibrant community experience.
• Lead the planning and execution of large-scale, property-wide events and initiatives.
• Build strong relationships with residents and serve as a visible and approachable presence within the community.
• Support residents in navigating interpersonal concerns, including roommate conflicts, community concerns, and other resident-related challenges.
• Serve as a primary point of contact for resident support and community standards matters.
• Serve as a primary point of contact for resident concerns and complaints, ensuring issues are documented, addressed promptly, and resolved in alignment with community standards and service expectations.

Marketing & Outreach

• Serve as the primary staff member responsible for the planning and execution of site marketing efforts.
• Lead and maintain the community’s social media presence, ensuring all monthly marketing and brand requirements are exceeded.
• Create, coordinate, and maintain digital marketing content, including social media campaigns, email communications, website updates, and other promotional initiatives.
• Develop and manage marketing collateral, promotional materials, branded inventory, and site signage.
• Coordinate outreach and off-campus marketing efforts, including tabling, flyering, campus engagement, and partnership-building opportunities.
• Assist in the development and execution of annual and seasonal marketing plans aligned with leasing, retention, and occupancy goals.
• Coordinate and administer resident satisfaction surveys, engagement assessments, and other marketing-related feedback initiatives.

Conduct, Crisis Response & Incident Management

• Serve as the primary professional staff member responsible for addressing resident conduct-related matters in accordance with community expectations and policies.
• Respond to, document, and manage resident incidents, ensuring timely and accurate reporting, appropriate follow-up, and communication with relevant personnel.
• Participate in the professional staff on-call emergency duty rotation, which requires the ability to remain on-site or within 30 minutes of the property while on call.
• Respond to emergencies, crises, and urgent resident concerns in a calm, professional, and student-centered manner.
• Serve as an essential employee and provide operational support during severe weather, emergencies, and other community disruptions as needed.

Operational & Administrative Support

• Provide leadership and support in the planning and implementation of key annual operational periods, including move-in, move-out, turn, and opening/closing processes.
• Assist with the development, management, and implementation of budgets related to the resident experience, programming, and student engagement efforts.
• Support general day-to-day office and site operations as needed, including answering phones, responding to inquiries, and assisting with resident and guest interactions.
• Cross-train in leasing and front-facing office operations to provide support during peak periods, staffing shortages, and high-volume cycles.
• Collaborate closely with the Director and other site staff to ensure a seamless and high-quality resident experience across all operational areas.
• Assist the Director and larger University Village team with additional projects, initiatives, and responsibilities as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree required; Master’s degree in Higher Education, Student Affairs, Counseling, or a related field preferred.
• 2–3 years of professional or graduate experience in student housing, residence life, or a related field.
• Experience supervising student staff, including hiring, training, and performance management.
• Demonstrated experience in programming, community development, and student engagement initiatives.
• Strong interpersonal, communication, and conflict resolution skills, including the ability to effectively manage roommate conflicts and resident concerns.
• Ability to respond effectively to crises and emergencies, including participation in an on-call rotation.
• Excellent written and verbal communication skills, with attention to detail and professionalism.
• Proficiency with social media platforms and basic marketing/communications tools.
• Required to live on-site in a furnished apartment provided by the property.
• Ability to work a flexible schedule, including occasional evenings, weekends, and after-hours responsibilities to support events, resident engagement, and operational needs.
• Ability to participate in a professional staff on-call duty rotation, including remaining on-site or within 30 minutes of the property while on call.
• Ability move/lift up to 35 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is mid-to-high paced. The noise level is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit. The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision and distance vision.

Other Information

Capstone On-Campus Management (COCM) is an employee-owned leader in student housing, managing over 35,000 beds across 40+ campuses nationwide. Built on a foundation of integrity, service, and community, COCM offers a collaborative and rewarding environment where team members are empowered to grow, make an impact, and share in the company’s success through ownership.

This is not employment agreement. This position does not qualify for remote work and is a 100% in office position.

Salary commensurate with experience. Competitive benefits package, including health benefits, dental benefits, vision coverage, and 401K.

If you are unable to apply because of incompatible assistive technology or a disability, please contact COCM Recruitment from our website. We will make every effort to respond to your request for assistance as soon as possible.

To provide equal employment opportunities to all individuals, employment decisions at Capstone On-Campus Management (COCM) will be based on qualifications, and abilities. COCM does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, marital status, veteran status or any other characteristic protected by law.