Manager, Student Housing (Quality Assurance and Summer Operations)

ULSA University of Louisville; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

The University of Louisville’s Department of University Housing and the Resident Experience (UHRE) seeks a Manager, Student Housing (Quality Assurance and Summer Operations) to lead QA, asset management, room-turns, and summer programming across the housing portfolio. This position supervises two full-time staff and drives systems and processes to maintain safe, high-quality student housing.

You will develop audits, generate reports for planning and revenue, oversee contracts and billing, and

Qualifications

• Bachelor’s degree in a related field plus 4 years of relevant experience or an equivalent combination of education and experience.
• Preferred: Master’s degree in higher education, student affairs, business administration, hospitality, operations management, or related field.
• Experience using StarRez, Monday.com, AssetPlanner, Microsoft Office, or related software systems.
• Demonstrated success in project management and balancing needs of multiple stakeholder groups.
• Experience serving in an on-call capacity and responding to emergencies/crises.
• Proven record of improving service quality, operational efficiency, revenue performance, or customer satisfaction.

Responsibilities

• Serves as primary administrator of asset management software, ensuring work orders, asset conditions, costs, expenditures, and documentation are managed.
• Develops and executes audits/inspections of custodial, maintenance, repair, remodeling, room-turn, and contracted services.
• Generates reports for strategic planning, inventory lifecycle management, service-level monitoring, and revenue/expense analysis.
• Reviews and approves requests for financial compensation related to service recovery per policy.
• Directs UHRE’s summer camps and conferences program and aims to raise revenue 20% annually for 5 years.
• Works with communications to develop and implement marketing and recruitment campaigns.
• Administers contracts and group billing; manages prepayments, refunds, charges, balances, and invoices with finance staff.
• Addresses client and guest inquiries, emergencies, and service requests to maintain safety and high-quality guest experience.
• Administers work control systems and oversees lifecycle of maintenance, custodial, and facility service requests.
• Supervises the Work Control Coordinator and coordinates with maintenance teams, Physical Plant, contractors, and vendors.
• Oversees fall/winter/summer room turns, ensuring documentation and regulatory compliance and coordinating schedules and resources.
• Participates in Division initiatives such as orientation and Welcome Week.
• Performs other duties and special projects as assigned.

Skills

Project management

Emergency response

On-call experience

Stakeholder management

Education

Bachelor's degree

Master’s degree

Tools

StarRez

Monday.com

AssetPlanner

Microsoft Office

Job description

Minimum Requirements

Bachelor's degree in a related field and four (4) years of relevant experience or an equivalent combination of education and experience.

Grade 7 (Salaried)

Position Description

The Department of University Housing and the Resident Experience (UHRE) in the Division of Student Affairs is seeking to hire a Manager, Student Housing (Quality Assurance and Summer Operations). The Manager leads the Department of University Housing and the Resident Experience (UHRE)’s quality assurance, asset management, room-turn, and summer operations.

This position is responsible for verifying that departmental, safety, regulatory, contractual, and customer service standards are met across the University’s housing portfolio. This position also manages departmental operations that support summer camps and conferences housing and is directly responsible for meeting revenue enhancement goals to keep resident rental rates low.

The Manager supervises two full-time staff, one responsible for work order coordination and follow-through and one responsible for coordination of summer operations and the supervision of seasonal interns.

Essential Duties and Responsibilities

Quality Assurance, Asset Management, and Organizational Effectiveness

Serves as primary administrator and custodian of department’s asset management software, ensuring work orders, asset conditions, associated costs, expenditures, and supporting documentation are accurately and consistently managed

Develops and executes daily, weekly, monthly, seasonal, and ad-hoc audits and inspections of custodial, maintenance, repair, remodeling, room-turn, and contracted services

Generates scheduled and ad-hoc reports for strategic and capital planning, inventory lifecycle management, service-level monitoring, revenue and expense analysis, risk identification, and organizational quality interventions

Reviews and approves requests for financial compensation or other remedies associated with service recovery, consistent with delegated authority and departmental policy

Summer Camps and Conferences and Guest Housing

Directs day-to-day operation of UHRE’s summer camps and conferences program

Enhances revenue flows to meet departmental objectives; particularly responsible for raising revenue 20% each year for 5 years to meet this goal

Works with department communications unit to develop and implement internal and external marketing & recruitment campaigns

Administers contracts and group billing; conducts client meetings to review agreements; manages prepayments, refunds, amenity charges, damage charges, outstanding balances, collection follow-up, final invoices, and weekly or recurring revenue reports in partnership with departmental finance staff.

Addresses client and guest complaints, questions, emergencies, and service requests promptly and takes appropriate action to resolve concerns, maintain safety, promote retention, and sustain a high-quality guest experience

Work Control and Room Turns

Administers work control systems and provides leadership for the full life cycle of maintenance, custodial, and facility service requests, ensuring requests are appropriately routed, prioritized, escalated, tracked, documented, and closed aligned with established expectations

Supervises and supports the Work Control Coordinator in coordination of maintenance of university-owned, Foundation-owned, P3, and master-leased properties inclusive of collaboration with internal maintenance teams, Physical Plant, contractors, and vendors

Serves as process owner for fall, winter, and summer room turns, ensuring rooms and common areas are fully documented and compliant with departmental and regulatory standards before occupancy including coordination of schedules, staffing, inspections, resource allocation, vendor activity, risk mitigation, abandoned property, and damage assessment and billing

Other Duties

Participates to assist with the execution of Division initiatives such as freshman orientation, Welcome Week, and resident move-in events

Performs other duties and completes special projects as assigned

Preferred Qualifications

• Master’s degree in higher education, student affairs, business administration, hospitality, operations management, or a related field
• Four (4) years of progressive experience in operations, project management, facilities maintenance, quality assurance or conference operations
• Experience using StarRez, Monday.com, AssetPlanner, Microsoft Office, or related business-management software systems
• Demonstrated success in project management and balancing needs of multiple stakeholder groups
• Experience serving in an on-call capacity and responding to emergency or crisis situations
• Proven record of improving service quality, operational efficiency, revenue performance, or customer satisfaction

Work Hours and Location

This is a full-time, exempt position with a 37.5-hour regular workweek including early morning, evening, weekend, and holiday hours as required. Additional work hours may be required based on department needs, programming, staffing, and/or scheduling.

The primary work location for this position is at the Belknap Campus.

Occasional overnight travel (for professional development, conferences, student trips, etc.) may be required.

Employee Benefits

The University of Louisville offers competitive benefits and perks to eligible full-time and part-time employees. Please visit the University of Louisville Total Rewards webpages for details.

Student Affairs

The Division of Student Affairs encourages candidates to apply who have demonstrated the capacity to create supportive work environments, collaborate effectively on teams, and serve the students we admit and aim to attract.

Equal Employment Opportunity

The University of Louisville is an Equal Employment Opportunity employer.

The University strives to provide equal employment opportunity on the basis of merit and without unlawful discrimination on the basis of race, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity or expression, veteran status, marital status, or pregnancy.

In accordance with the Rehabilitation Act of 1973 and the Vietnam Era Veteran Readjustment Act of 1974, the University prohibits job discrimination of individuals with disabilities, Vietnam era veterans, qualified special disabled veterans, recently separated veterans, and other protected veterans.

The University acknowledges its obligations to ensure affirmative steps are taken to ensure equal employment opportunities for all employees and applicants for employment.

It is the policy of the University that no employee or applicant for employment be subject to unlawful discrimination in terms of recruitment, hiring, promotion, contract, contract renewal, tenure, compensation, benefits, and/or working conditions.

No employee or applicant for employment is required to endorse or condemn a specific ideology, political viewpoint, or social viewpoint to be eligible for hiring, contract renewal, tenure, or promotion.

Consistent with applicable law, demographic information is collected for aggregate reporting requirements.

Demographic information provided through this application is not available to hiring managers/committees and is not considered in hiring or employment decisions.

Assistance and Accommodations

Computers are available for application submission at the Human Resources Department located at 2315 South First Street Walk, Room 02C - Louisville, Kentucky 40292.

If you require assistance or accommodation with our online application process, please contact us by email at [e-mail] or by phone [phone].

The University of Louisville is committed to being a great place to work, learn and invest. It is a place where you will thrive in a community of inclusivity, cultivate your innovative power and work where you’ll discover your purpose.