Housing Operations Leader — Student Experience & Services

Metropolitan State University of Denver; Denver (CO); On-site; USD 67,000 - 75,000; Full time

Job description

Metropolitan State University of Denver is opening its first on-campus residential community—an approximately 550‑bed facility that will introduce a fully residential student experience to a traditionally commuter institution. The Assistant Director of Housing Operations & Business Services is a full‑time, 12‑month professional who provides leadership for all housing operations functions, including assignments, occupancy strategy, billing, business processes, and daily coordination with the campus’s third‑party operations and maintenance (O&M) partner. Reporting to the Executive Director of Housing & Residence Life and working closely with the Associate Director of Residence Life, the Assistant Director ensures that all operational, administrative, and logistical processes are seamless, efficient, student‑centered, and aligned with MSU Denver’s mission of access, belonging, and student success.

Key Responsibilities

Evening, weekend, and on‑call responsibilities are required.

Housing Assignments, Occupancy Management & Customer Service

• Oversee all housing assignments processes including new student placements, returning student selection, room changes, cancellations, no‑shows, and special‑population assignments.
• Administer and optimize the housing software platform, including workflows, portals, billing integration, reporting dashboards, and communication templates.
• Develop and execute occupancy management strategies, including forecasting, waitlists, retention analyses, space utilization reporting, and scenario modeling.
• Ensure clear, timely, student‑centered communications to students and families on housing processes, dates, billing, and policies.
• Coordinate housing accommodations workflow in partnership with Accessibility Services.

Housing Operations, Facilities Coordination & O&M Partnership

• Serve as the day‑to‑day liaison to the O&M partner supporting facility maintenance, cleaning, work order follow‑up, safety standards, and residential building operations.
• Oversee opening, closing, break transitions, early arrival processes, and coordination with campus partners (Facilities, Campus Safety, IT, Dining, etc.).
• Develop and maintain housing operations manuals, workflow charts, and standard operating procedures.
• Support inspections, room condition processes, key management, access control, lock changes, and safety compliance protocols.
• Manage digital systems for assignments, work orders, incident tracking, and key inventory.

Business Services, Billing Coordination & Administrative Processes

• Coordinate housing billing, fee assessment, adjustments, and credits in collaboration with the Bursar and Enrollment Services.
• Oversee departmental business processes, including contract management, audit needs, housing agreements, and compliance with institutional policies.
• Provide financial and occupancy reporting to the Executive Director to support forecasting, rate setting, and long‑term planning.
• Maintain data accuracy and documentation for all operational processes.
• Assist in developing annual housing calendars, application cycles, timelines, and communications plans.

Staff Supervision, Training & Leadership

• Supervise one full‑time coordinator or operations specialist.
• Provide direction and expectations to residence life staff related to operations processes such as room condition reports, keys, occupancy procedures, and opening/closing support.
• Develop and implement training for staff on operational systems, assignments processes, customer service standards, and facilities coordination.
• Support RA and professional staff training in areas related to operations and business processes.
• Participate in an on‑call rotation and provide leadership‑level consultation during emergencies or high‑priority incidents.

Campus Collaboration, Policy Development & Customer Experience

• Collaborate with the Associate Director of Residence Life to ensure alignment between residential education outcomes and operational practices.
• Work with the Office of Admissions, Orientation, Financial Aid, Student Accounts, and academic departments to coordinate housing communication and onboarding.
• Lead or support policy review and development for housing contracts, cancellation timelines, fee structures, and eligibility rules.
• Serve on campus committees related to emergency response, accessibility, enrollment planning, and student success.
• Uphold a high‑quality customer experience through transparent processes, accessible communication, and student‑first decision making.

Data, Assessment & Strategic Planning

• Use occupancy data, trends, and analytics to support decision‑making related to housing demand, space planning, budgeting, and future expansion.
• Maintain accurate, auditable data on assignments, billing, occupancy, facilities issues, and customer service metrics.
• Contribute to departmental strategic planning, budgeting processes, and long‑term housing strategies as MSU Denver grows its residential program.

Required Qualifications

• Bachelor’s required; Master’s preferred.
• 2–4 years managing housing assignments, occupancy, or housing systems.
• Experience with housing platforms (e.g., StarRez, eRezLife, or similar).
• Experience coordinating housing billing or student account processes.
• Experience managing multiple timelines, processes, or operational workflows.
• Experience collaborating across departments or with external partners.
• Ability to work evenings and weekends during peak periods.

Preferred Qualifications

• Experience launching or improving housing operations or systems.
• Experience at an urban, commuter, or access‑focused institution.
• Experience coordinating with facilities teams, vendors, or O&M partners.
• Experience supporting housing operations through billing, forecasting, or data analysis.

Work Hours

• Full‑time, 40 hours per week, Exempt.
• Monday – Friday, 8:00 am – 5:00 pm.
• Evenings and weekend work: Occasional during peak operational periods.
• Completely onsite.
• Travel: None.

Salary for Announcement

We anticipate the qualified candidate to be placed between $67,000 – $75,000. The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, education, specialty, and training.

Benefits

The University’s benefits package is comprehensive and offers medical, vision and dental, free RTD pass, tuition reimbursement, as well as life and supplemental insurance plans, retirement plans and other programs, such as access to a long‑term disability (LTD) plan. Visit MSU Denver’s benefits website to learn more.

EEO & Accommodations

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at [e-mail].

Background Checks

Metropolitan State University of Denver is dedicated to ensuring a safe and secure environment for our faculty, staff, students, and visitors. We conduct background checks on all finalists for positions at the University prior to employment.

Diversity Statement

Metropolitan State University of Denver is a unique, access‑oriented campus community that values diversity, equity, and inclusion. Our student population consists of nearly 58% first‑generation students and over 50% students of color. We are a designated Hispanic Serving Institution located in downtown Denver. We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.