Associate Director, Resident Support

Position Summary

Reporting to the Director of Leasing Operations, the Associate Director of Resident Support provides strategic and operational leadership for all resident-facing functions within Columbia Residential. The Associate Director is responsible for cultivating a customer service-driven culture that prioritizes responsiveness, professionalism, and fairness across every resident interaction. This position oversees the Resident Support team, which manages resident inquiries, policy notifications, violations, and issue resolution to ensure a consistent and equitable experience for all tenants.

Responsibilities

• The Associate Director develops and enforces standards of service, including defined response timelines, escalation protocols, and quality benchmarks, to deliver a seamless and efficient resident experience. Oversees the systems, tools, and data processes used to track inquiries and resolutions, ensuring accurate documentation, trend analysis, and accountability
• Manges ongoing relationships with housing liaisons from Columbia's schools and administrative units, ensuring timely communication of housing policies, updates, and initiatives. Serves as a central resource for gathering and sharing feedback to improve transparency and coordination between Columbia Residential and its campus partners
• Oversees student conduct and behavioral issues within Columbia Residential housing. The Associate Director collaborates with the Center for Student Success and Intervention (CSSI), Deans of Students, and other university offices to coordinate case management, mediation, and follow-up to ensure compliance with university policies and community standards
• Leads cross-departmental coordination with the Office of General Counsel (OGC), the University's Legal Services team, and Columbia Residential's Operations team to address complex or sensitive resident concerns requiring policy interpretation, compliance review, or operational intervention.
• The Associate Director applies data-driven strategies to identify trends, recommend policy or procedural updates, and strengthen the overall effectiveness of resident engagement and issue resolution.
• Serves as a leader and mentor, developing a high-performing Resident Support team through training, professional development, and coaching.
• Performs other duties as assigned or as necessary

Minimum Qualifications

• Bachelor's Degree
• Minimum 5 years of related experience required
• Strong skills with the Microsoft Office Suite (Word, PowerPoint, Excel) and Outlook
• Demonstrated technical and analytical skills and proficiency with lease management software systems is required
• Facility with specialized financial reporting and report development tools required
• Experience working with data generated from disparate systems helpful
• Knowledge of data analysis tools and industry-specific software is required
• Required are the abilities to direct data processing and analysis efforts efficiently and with keen attention to detail
• Must demonstrate an ability to exercise sound judgment.
• Patience, tact, and the ability to work well under pressure in a busy office are a necessity
• Must be organized, professional, friendly, enthusiastic and diligent
• Excellent customer service and communication skills, both written and verbal, are required