Associate Manager, Systems and Operations

Position Summary

Reporting to the Assistant Director of Housing Systems, the Associate Manager is responsible for systems program management including: scheduling, coordinating, executing, and supervising the day-to-day activities related to the operations and projects of Housing systems. The Associate Manager has responsibility for the smooth operation of all tools and technology within the Housing department. The Associate Manager will also provide specific reports and occupancy information as required. Under the direction of the Assistant Director of Housing Systems, the Associate Manager is responsible for the execution of the Room Selection process each year.

The Associate Manager serves as a key contributor to the Housing management team and provides insight, particularly from a technical perspective, on cross-functional, department-wide projects, procedures, and processes. The manager is also expected to make recommendations for system improvements based on data analysis and reporting.

The Associate Manager for Housing Systems Operations works closely with colleagues in Assignments, Guest Services, University partners, and external vendors as needed. The Associate Manager is also responsible for auditing, assessing, and implementing improvements to Housing systems and technology as needed. This is an operations role with a focus on systems, not an IT position.

This position is considered an essential role onsite.

Responsibilities

SYSTEMS OPERATIONS, PROGRAM MANAGEMENT & REPORTING

• Responsible for the program management of the Housing booking and billing system: StarRez.
• Manages the annual preparation and execution of the Room Selection process.
• Responds to emergency service outages as needed, even if occurring during overnight hours or on a weekend.
• Responsible for supporting electronic lock program management with Assistant Director.
• Tracks system metrics and produces regular reporting on system performance.
• Delivers scheduled system performance reports to the Leadership team and stakeholders.
• Audits database, applications, and other internal technologies to ensure data integrity, and accurate user counts for optimal performance.
• Acts as the liaison with system vendors to ensure Housing is aware of the latest system improvements.
• Manages scheduled and ad hoc, large-scale email communication to students, tenants, and guests.
• Analyzes relevant data and makes recommendations to improve services and systems.
• Produces reports for the Housing team on current, historical, and forecasted system performance, student occupancy, and billing as needed.

PROJECT MANAGEMENT

• Manages the execution of operational projects related to software and physical hardware products used to support Housing Operations.
• Monitors and forecasts any issues and or circumstances that may affect the integrity or performance quality of Housing Systems.
• Supports the department in attaining operational goals while reinforcing Columbia Housing’s Vision and Values.
• Performs other operational duties, tasks, and projects as assigned.

DOCUMENTATION AND PROCESS IMPROVEMENT

• Responsible for documenting processes, procedures, and workflows for Internal Operations areas and sharing with the department via intranet or other mediums as needed.
• Designs and develops guides that are rooted in strong logic and considerate of the user experience for all Housing technologies. The Associate Manager will develop workflows, process maps, and process graphs.
• Develops position playbook and emergency plans to document and support day-to-day operations and business continuity planning.
• Responsible for assisting in cross-functional department coordination with the assistance of the Assistant Director.

Performs related duties as assigned.

Minimum Qualifications

• Bachelor's Degree or equivalent experience required, preferably in Operations, Engineering, Mathematics, IT, Computer Science, or other relevant disciplines.
• 2-4 years of related experience required, preferably as an operations coordinator, or operations assistant within a University, Startup, Hospitality, or Non-Profit environment.
• Ability to break down and solve problems through critical thinking and analysis.
• Strong reporting and data analysis skills required.
• Capability to work autonomously and across team projects as needed.
• Ability to work collaboratively in a team and create an inclusive environment.
• Exposure to query and programming languages, SaaS programs, and the latest technologies.
• Exposure to web development languages, including HTML5, CSS 3, and JavaScript.
• Requires superior customer service skills and the ability to exercise sound judgment.
• Must be able to work evenings, weekends, and holidays on an occasional basis.

Preferred Qualifications

• Previous experience managing technology or operations programs in a University, Startup, or Non-Profit environment.
• Strong analytical ability and a penchant for solving ambiguous business problems.
• Data-driven approach to making decisions and measuring the performance of systems and operations.
• Experience working with query, programming, and web development languages.
• Experience working with database products and technologies.
• Exposure to Six Sigma, Lean, or Agile methodologies.