Assistant Director - Outreach and Assessment – University Housing - UTK

University of Tennessee•Knoxville, TN

8d•Onsite

About The Position

This position leads University Housing outreach and customer service efforts and coordinates communications and assessment marketing to support student recruitment, retention, and a high-quality student/family experience. In close collaboration with Student Life Communications, the role co-develops and implements department-wide messaging and communication plans for major Housing processes, contributes to social media and email strategy and performance metrics, and ensures brand-aligned content. The position also establishes service standards and case-management procedures for tracking and resolving concerns, supervises staff supporting tours/customer service/content, and manages the annual marketing budget including vendor oversight.

Requirements

Bachelor’s degree in communication, English, Marketing, or related field.
3 years full-time university housing experience, or equivalent.
Knowledge of general business processes associated with providing housing accommodations.
Knowledge of data management systems.
Knowledge of complexities of a University environment.
Skilled at written communication, coordination of processes, and customer service.
Skilled at supervision.
Skilled at data management and compiling complex reports.
Ability to implement new technologies and adapt business practices accordingly.
Ability to manage multiple priorities.
Ability to lead and work within a stressful environment.
Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.

Nice To Haves

Master’s degree in student personnel, Higher Education, Marketing, Administration, Hospitality Management, or related field.
Experience working in a customer service or communications role.
Specific knowledge of WordPress and social media management software.
Skilled at writing in Chicago style.

Responsibilities

Develops and implements University Housing recruitment and retention strategies.
Supports planning and execution for major housing processes by coordinating scalable, student-centered communication and content strategies aligned with division strategy.
Strengthens cross-unit collaboration and data-sharing.
Sets service standards for prospective student tours.
Markets assessment efforts to communicate program impact.
Serves as the primary liaison for University Housing, supporting the alignment of departmental messaging with divisional communication strategy.
Coordinates the implementation and assessment of communication plans.
Contributes to social media and email content development.
Facilitates the review of externally facing content to ensure consistency with division and institutional standards.
Co-develops and manages University Housing’s annual marketing budget.
Designs staffing structures and directly supervises three full-time staff and student employees.
Directs front desk operations.
Implements strategies to expand service capacity during peak-volume periods to improve responsiveness and service quality.