Associate Director

Associate Director of Residential Support

Contract - 4+ months

Onsite - NY, NY

$50-57hr

Musts have:

Bachelor's Degree

5 or more years of related experience required

Microsoft Office Suite (Word, PowerPoint, Excel) and Outlook.

Demonstrated technical and analytical skills and proficiency with lease management software

Financial reporting and report development tools

Knowledge of data analysis tools and industry-specific software

Patience, tact, and the ability to work well under pressure in a busy office are a necessity.

Preferred Qualifications:

Specific experience with Housing and Leasing operations, Residence Life, or Customer Service

Experience conducting and evaluating performance assessments

Advanced degree preferred.

Experience working with data generated from disparate systems.

Reporting to the Executive Director of Leasing Operations, the Associate Director of Resident Support oversees resident services, including inquiries, policy enforcement, and issue resolution. The role manages service standards, tracking systems, and data reporting to monitor performance and improve processes. The Associate Director coordinates with campus partners on housing policies and operational issues. They oversee student conduct and complex cases, working with university offices to ensure proper resolution. The role also manages and develops the Resident Support team.

Characteristic Duties and Responsibilities

Resident Support Oversight: Manages daily resident support operations, ensuring timely and consistent responses to inquiries, complaints, policy questions, and violations. Oversees workflows and systems used to track and resolve cases, ensuring data accuracy and accountability across all communication channels. 20%

Policy Enforcement & Conduct Management: Oversees policy notifications, violations, and behavioral conduct cases within housing. Partners with Student Conduct and Community Standards, Deans, and other offices to address violations, mediate disputes, and ensure appropriate follow-up and documentation. 20%

Strategic Planning & Process Improvement: Analyzes resident feedback and operational data to identify service gaps and policy inconsistencies. Develops and implements strategies to improve workflows, communication systems, and overall resident satisfaction. Leads special projects to enhance efficiency and reduce escalations. 20%

Stakeholder Engagement: Manages relationships with university housing liaisons and school partners, providing regular updates on housing policies, timelines, and initiatives. Serves as the primary point of contact for stakeholder feedback and ensures that input informs policy and operational decisions. 10%

Communication & Reporting: Oversees preparation of reports, dashboards, and metrics to track resident issues, policy trends, and team performance. Provides analysis and recommendations to senior leadership to inform strategic decisions. 10%

Leadership & Staff Development: Provides leadership and professional development for the Resident Support team. Oversees hiring, training, and performance management to build a high-performing, service-oriented team culture. Ensures staff are trained in conflict resolution, compliance protocols, and effective communication. 10%

Performs other duties as assigned or as necessary. 10%