Website University Corporation at Monterey Bay
Associate Director of Operations and Outreach
University Corporation at Monterey Bay
Salary: $82,000.00 – $95,000.00 Annually
Job Number: 2023-00039
Location: CSUMB Main Campus- Seaside, CA
Department: Student Housing Residential Life (SHRL)
Open Until Filled. Priority Screening Date: November 13, 2023.
We’re seeking a dedicated professional for our Associate Director of Operations and Outreach role. This full-time, benefited position offers perks and benefits beyond our standard compensation package:
• Competitive Salary: Earn market-competitive annual salary of $82,000 – $95,000.
• Subsidized Housing: Employee rental homes are affordably priced. Monthly rent rates include cable television, garbage service, and sewer.
• Health Insurance: We prioritize your well-being with our comprehensive health insurance program.
• Retirement Plan: Secure your future with our 403(b) Retirement Plan. We offer an exceptional 10% employer contribution with 100% immediate vesting.
The University Corporation at Monterey Bay is a non-profit institution that is related and affiliated with the California State University, Monterey Bay. The University Corporation at Monterey Bay is a nonprofit 501(c)(3) public benefits corporation that is a recognized auxiliary organization of California State University and was established in July 1994. The University Corporation’s mission is to further the educational purposes of the University. The University Corporation at Monterey Bay is an equal opportunity employer and is committed to building a pluralistic university by hiring personnel with competencies and experience related to the regional and State Population. The University Corporation at Monterey is committed to a standard of excellence in the services it provides and in the quality of work expected of its employees.
The Associate Director for Operations and Outreach (ADOO) reports to the Director of Student Housing and Residential Life. The ADOO is responsible for the management and leadership of the daily operations in Student Housing and Residential Life, including occupancy management, front desk services, communication and marketing, and oversight and enforcement of the housing and meal plan licenses and related policies, and billing. This position is a member of the department’s leadership team and is specifically responsible for providing administrative operations management in support of the Mission of Student Housing and Residential Life, Student Life, the Corporation, and California State University, Monterey Bay, and its diverse student community. Currently, CSUMB’s residential communities house more than 50% of the student body and have a capacity of over 3600 beds.
Examples of Duties
ESSENTIAL DUTIES AND RESPONSIBILITIES include. but are not limited to. the following:
Leadership and Supervision:
• Serves on the department leadership team and assists in the development of Student Housing and Residential Life goals, objectives, and outcomes, and strategic planning.
• Assists the Director of Student Housing and Residential Life in the overall administration of the operations of the department.
• Responds to student inquiries and complaints in a conscientious, appropriate, and timely manner. Meets with students, investigates issues, provides written follow-up to student concerns/complaints. Resolves severe or sensitive student or parental concerns and makes a report of resolution to the Director of Student Housing and Residential Life and other stakeholders as directed by the Director of SHRL.
• Makes significant efforts to recruit and retain student and professional staff reflective of the diversity of the student body, in coordination with the Assistant Director of Organizational Development.
• In conjunction with the Associate Director of Residence Life and the Associate Director of Facilities and Planning, serves as back-up in the absence of the Director of SHRL in overseeing the day-to-day operations of the department.
• Assists with all departmental functions including but not limited to new student Orientation, Move-In, Move-Out, Open House, Admitted Otter Day, Convocation, Commencement and other functions as requested.
• Ensures that operation staff members (individuals and team) develop and build skills necessary to accomplish goals of the position as well as the priorities of the department, including performance evaluation, in coordination with the Assistant Director of Organizational Development.
• Chairs the student housing appeals committee and reports aggregate data to inform operational improvements to student housing.
• Provides role modeling and leadership for staff to work toward establishing a genuine respect for cultural and other personal differences.
• Responsible for leadership and supervision of operations team comprised of full-time professional and paraprofessional staff
• Serve as an ethical steward to institutional resources. Identify ways to best utilize departmental resources to meet the goals and objectives of SHRL and support the goals and vision of CSUMB and the Corporation.
• Meets regularly with Operations staff.
• Meets regularly with the Greystar management team. Represents SHRL with Greystar in absence of Director.
• Serves in the Administrator On Call (AOC) rotation for Student Housing and Residential Life.
• Leads development and implementation of occupancy management and assignments policies and processes, including those to support license management and enforcement, such as license cancellation, Live On Requirement exemptions, early arrivals and late stays, Rate Lock, unlawful detainer, etc.
• Responsible for preparing and maintaining operations timelines, such as reservations, assignments, communications, and move in and move out.
• Oversees preparation of monthly, semester, and annual reports, including demographic and occupancy statistics for CSUMB, Corporation management, and CSU.
• Develops and coordinates the semester room transfer process, winter break and summer school assignments, and the annual housing selection process, and waiting list processes.
• Ensures rosters and occupancy reports are updated reflecting room assignment changes and provides reports on a monthly basis or as needed to the Director and appropriate departments.
• Responsible for annual review and updates to License Agreements.
• Actively assists with the configuration and on-going engagement with the student database management system to support operations and to ensure proper assessment of rent and associated accounting within the system, in collaboration with software systems administrators.
• Coordinates with the Student Disability and Accessibility Center to provide housing support services for eligible students.
• Coordinates yearly suite/room configuration planning, maintains configuration rosters and floor plans to maximize occupancy.
• Coordinates with the Facilities Coordinators to minimize the impact of emergency and planned maintenance and facilities work on residents. Reviews and approves communications as needed.
Housing Operations and Summer Conferences:
• Provides leadership and oversight to front desk services, including email and phone customer services; recurring check-in and checkout processes, including annual Move In events, including but not limited to early arrivals, late stays, failed departures, etc.
• Oversees housing removal processes, including unlawful detainer practice when necessary.
• In conjunction with the Coordinator of Housing Operations, develops, maintains and ensures a quality customer service experience for both the Main Campus and East Campus offices.
• Provide oversight for annual housing summer conference program and operations, including collaboration with University Activities, Conferences, and Events (UACE), organization of conference group agreements, assignments; and check-in/out processes and timelines.
• Responsible for summer housing support including agreements, coordination, marketing and business development.
• Oversees residential package collection and distribution processes.
• Periodic review of operational metrics to implement improvements to the Housing operating condition.
Marketing and Outreach:
• Leads department oversight of student communications policies for both Main Campus and East Campus.
• In collaboration with University Enrollment Management personnel, develop an annual comprehensive housing marketing plan.
• Lead the development of marketing strategy and campaigns to position the student housing program to contribute to CSUMB goals, yield high occupancy, and create meaningful student experiences.
• Coordinates the development and scheduling of resident communications (email, phone, SMS) related to assignments and operational processes (assignments emails, reservations notifications, billing, Rate Lock, etc.).
• Serves as a designated approver of mass resident communications.
• Oversees engagement of students, parents, and University partners via numerous mediums to share the
• SHRL story through data, and leading student-facing communications for student housing.
• Works closely with the Coordinators of Housing Operations and Occupancy Management, as well as other SHRL leadership, to actively promote the on-campus living experience and manage current resident communication processes and content.
• Assists in organizing Student Housing and Residential Life presence at special recruitment events such as Open House, Admitted Otter Day, and Orientation.
• Serves actively on departmental and other University committees/task forces as assigned.
• Identifies issues of area or departmental concern and takes initiative to resolve or report them and assist in the identification of potential solutions.
• Promotes and maintains an atmosphere of excellent internal and external customer service within the Student Housing and Residential Life program.
• Attend workshops, conferences, campus events, etc.
• Performs other duties as assigned.
PHYSICAL WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to verbally communicate to exchange information, and to occasionally travel to other offices or locations to attend meetings or to pick up or deliver materials.
• On-Site Position
• Work Location: CSUMB Main Campus, Building 12
KNOWLEDGE, SKILLS, AND ABILITIES
Working knowledge of the practices, procedures, management and activities of a program supporting students living on campus including financial, occupancy management, meal plans, and residential life; general knowledge of the methods and problems of organizational and program management; general knowledge of research/interview techniques and principles of individual and group behavior. Ability to interpret and apply program rules and regulations; ability to initiate and use resourcefulness in planning work assignments and in implementing long-range program improvements; ability to obtain factual and interpretive information; ability to reason logically; aptitude for numbers, quantitative analysis and data management, and make written or verbal presentations; ability to advise students individually and in groups on routine matters and complex matters; ability to establish and maintain cooperative working relationships with faculty, CSU administrators, University Corporation, student organizations, and others in committee work. Must possess excellent written and oral communication skills. Must have the ability to sensibly manage emergencies and respond diplomatically and effectively to complaints. Ability to analyze complex situations accurately and adopt effective courses of action; ability to determine appropriate courses of action and proper
techniques to utilize while engaged with individuals in personal interactions of an argumentative or sensitive nature; ability to interpret and evaluate descriptions and explanations of problems brought forward by individuals or students organizations; analyze and define the problem, draw valid conclusions and project consequences of various alternative courses of action. Ability to carry out a variety of professionally complex assignments without detailed instructions. Demonstrated technical proficiency. Ability and skill to supervise the work of multiple direct reports and effectively recommend personnel actions; strong problem solving and conflict resolution skills; train and evaluate the productivity and performance of employees; and analyze situations and take corrective action.
Education and Experience:
• Bachelor’s degree in Business Administration, Operations Management, Student Affairs or related field AND
• Four years of progressively responsible experience managing and coordinating residential programs.
• Working knowledge of the practice, procedures, management and activities of a Housing and Residential Life program preferably in Higher Education.
• Advanced degree may be substituted for up to two years of the required experience.
• Demonstrated understanding of and commitment to the CSUMB Vision Statement and the core values of mutual respect, collaboration and service orientation, multiculturalism and diversity, community service and institutional excellence.
• Master’s Degree in Operations Management, Student Affairs or related discipline desirable. Multiple years of experience working in an operational setting for university housing with functions such as occupancy management, conferences, and/or marketing and communications. Experience working with StarRez to manage housing selection and room assignments, billing, and/or administer system and portal changes for user experience. Working knowledge of CBORD, PeopleSoft, and experience working in an educational environment is highly desirable. Experience supervising and scheduling office workflow. Demonstrated understanding of and commitment to the CSUMB Vision Statement and the core values of mutual respect, collaboration and service orientation, multiculturalism and diversity, community service and institutional excellence. Experience working with a diverse and multicultural population and performing community services; demonstrated technical literacy in reporting and data analysis.
Special Conditions of Employment
The person holding this position is considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the University Corporation. Failure to satisfactorily complete the background check may affect the application status of applicants or the continued employment of current University Corporation employees who apply for the position.
This position will have a duty to report to the Campus Title IX Officer information pertaining to victims of sex discrimination, sexual harassment, sexual misconduct, dating/domestic violence, and stalking as required by CSU Executive Order 1095.
The University Corporation at Monterey Bay is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status. This position is required to maintain confidentiality as outlined in the Department of Education’s Family Educational Rights and Privacy Act (FERPA) and California’s Educational Code Chapter 13 regarding sensitive student issues. Our Equal Opportunity Policy Statement is available https://csumb.edu/corporation/personnel/.
Please note: University Corporation employment is separate and distinct from CSU Monterey Bay or State of California employment. University Corporation employees are not employees of either CSUMB or of the state of California.
All employees must be eligible for employment in the U.S. The University Corporation is not a sponsoring agency for any positions.
University Corporation at Monterey Bay positions are “at-will” employment.
CSUMB is a smoke and tobacco-free campus.
The campus leadership has committed the resources needed to achieve an engaged, safe, and in-person experience. The health and safety of our community remain our highest priority, and we are confident that existing public health measures provide for a safe environment capable of delivering a complete college experience on the CSUMB campus. Being an Otter means caring for each other and doing your part to protect your community.
In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal State University, Monterey Bay Annual Security and Fire Safety Report is available at https://csumb.edu/clery.
Sensitive Positions – This position has been designated as a sensitive position with:
• responsibility for the care, safety and security of people (including children and minors), animals and CSU property
• authority to commit financial resources of the university through contracts greater than $10,000 access to, or control over, cash, checks, credit cards, and/or credit card account information responsibility or access/possession of building master or sub-master keys for building access; access to controlled or hazardous substances
• access to and responsibility for detailed personally identifiable Level 1 confidential information about students, faculty, staff or alumni that is protected, personal or sensitive as defined in the CSU Information Security Data Classification Standards
• control over campus business processes, either through functional roles or system security access
• This position is required to comply with confidentiality requirements outlined in the Department of Education’s Family Educational Rights and Privacy and California’s Educational Code Chapter 13 regarding sensitive student issues.
• This position is designated as a Campus Security Authority (CSA). The position is required to participate in training at the direction of the Clery Director and must also promptly report allegations of reportable crimes according to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, its accompanying regulations; the California State Education Code, Chapter 15.5, of the Donahoe Higher Education Act, Section 67380; and the California State University system-wide policy, Code EO 1107. CSAs are employees whose job duties fall into one of the following categories:
• Work in a campus police or security department
• Are responsible for campus security
• Are designated as the contact for reporting criminal offenses
• Have significant responsibility for student and campus activities
Special License or Certifications and Conditions:
• Must possess and maintain a valid license to drive in the State of California, pass the Defensive Training Class, and be insurable under the University’s liability coverage.
• May require occasional evenings and/or weekend work.
Questions can be sent to: mailto:firstname.lastname@example.org.
To apply, please visit https://apptrkr.com/4747200
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