Lead Housing Operations Specialist- (Housing Operations Professional III, Range 1) - HDCS Housing, Dining and Conference Services

San Francisco State University•San Francisco, CA

9d•Onsite

About The Position

The Lead Housing Operations Specialist independently administers and coordinates complex housing operations and residential licensing programs for Employee & Family Housing. The position serves as the operational lead for the Employee & Family Housing licensing function, providing advanced program administration, operational leadership, strategic planning, and lead work direction to support housing operations, occupancy management, resident services, regulatory compliance, and continuous process improvement. Working under the general supervision of the Associate Director for University Housing, the incumbent exercises advanced judgment in interpreting housing regulations, university policies, licensing agreements, and operational procedures to ensure effective, compliant, and customer-focused housing operations. The position develops and implements operational procedures, monitors quality assurance and performance metrics, analyzes occupancy and operational trends, and recommends innovative solutions that improve efficiency, service delivery, and resident satisfaction. The Lead Housing Operations Specialist collaborates extensively with campus departments, residents, leadership, and external partners to ensure seamless housing operations, support strategic departmental initiatives, coordinate emergency response activities, and promote operational excellence. As the department's subject matter expert for housing operations and residential licensing, the position provides leadership in policy implementation, staff development, technology enhancements, and continuous improvement initiatives that advance the mission and strategic goals of HDCS.

Requirements

Thorough and advanced knowledge and understanding of housing operations in order to build and maintain sound policies, processes, and procedures in order to provide excellent services to a diverse campus community.
Demonstrated competence in independently applying advanced judgment to resolve difficult and complex problems and issues.
Thorough and advanced knowledge and skill in applying and interpreting applicable regulations, standards, and guidelines.
Ability to make recommendations for changes based on interpretations and principles of professional practices
Advanced analytical and organizational skills to organize, prioritize, and oversee housing operations, and successfully complete special projects within time and budget constraints.
Advanced communication and interpersonal skills, including political acumen to build partnerships and communicate effectively across all employee groups (e.g. faculty, campus and system leadership, administrative staff) in a diverse environment.
Ability to effectively present ideas and training.
Advanced knowledge of higher education housing operations and management current best practices.
Equivalent to a bachelor's degree in a related field and four years of relevant experience.
Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.
An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.
Valid California's Driver's License
Ability to obtain authorization to drive on State Business
This position requires the successful completion of a background check.
Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

Nice To Haves

Master’s degree in higher education, public administration, business administration, housing administration, or a related field.
Five or more years of progressively responsible experience in university housing, employee and family housing, multifamily housing, affordable housing, or property management.
Experience providing lead work direction and training to administrative support staff or student employees.
Experience with occupancy forecasting, housing analytics, licensing administration, and strategic occupancy planning.
Experience developing operational procedures, quality-assurance standards, and process improvements.
Experience interpreting and applying applicable housing regulations, Fair Housing requirements, accessibility requirements, university policies, and licensing agreements.
Experience using housing-management systems such as StarRez, OneSite, or a comparable system, as well as reporting tools such as Excel, Power BI, or Tableau.
Experience coordinating emergency housing operations and cross-functional projects.
Relevant Fair Housing, property-management, process-improvement, or project-management certification.

Responsibilities

Independently administer and coordinate complex housing operations for Employee & Family Housing.
Lead daily housing operations and coordinate cross-functional workflows supporting resident services, resident account administration, and operational continuity.
Develop, implement, and continuously improve housing operational procedures, workflows, and service standards.
Analyze housing operations, occupancy trends, workflow efficiency, resident satisfaction, and service delivery to identify operational improvements.
Develop recommendations supporting strategic occupancy planning, housing utilization, and operational effectiveness.
Represent Employee & Family Housing on university committees, cross-functional workgroups, and special projects.
Coordinate operational responses during emergencies, housing crises, evacuations, and other critical incidents.
Serve as the departmental subject matter expert regarding licensing operations, housing policies, and operational best practices.
Provide lead work direction to administrative staff, and student employees.
Assign work priorities, coordinate workflow, monitor work progress, quality, and completion, and ensure timely completion of operational responsibilities.
Develop standardized operating procedures and quality assurance standards for licensing transactions and resident records.
Review housing transactions, resident files, licensing agreements, and operational processes to ensure consistency, accuracy, compliance, and customer service excellence.
Design, coordinate, and facilitate onboarding, cross-training, and continuing education for staff.
Assist management with recruitment, onboarding, and operational planning.
Oversee residential licensing and occupancy administration, including application review, waitlist management, licensing documentation, occupancy assignments, transfers, renewals, move-in/move-out coordination, exceptions, and vacancy management.
Review and resolve complex licensing transactions within established policies and procedures.
Resolve escalated resident concerns, occupancy disputes, eligibility issues, and licensing exceptions.
Coordinate resident communications regarding licensing policies, occupancy changes, and operational procedures.
Monitor occupancy levels, turnover trends, renewal rates, and housing demand.
Develop resident retention strategies that improve occupancy and customer satisfaction.
Collaborate with Facilities to coordinate unit turnover schedules and maximize occupancy.
Interpret and apply federal, state, and local housing regulations, Fair Housing laws, ADA requirements, landlord-tenant regulations, licensing agreements, and CSU policies.
Recommend revisions to departmental policies, operational procedures, and business practices.
Monitor compliance through operational audits, quality reviews, and documentation standards.
Develop and monitor operational performance indicators including occupancy rates, licensing timelines, transaction accuracy, customer service metrics, and workflow efficiency.
Prepare executive reports, dashboards, and operational analyses supporting leadership decision-making.
Collaborate with Financial Services regarding occupancy revenue, billing, refunds, receivables, and financial reconciliation.
Identify operational efficiencies supporting revenue optimization and responsible resource management.
Coordinate with Risk Management, Public Safety, Facilities, and university leadership regarding operational issues.
Serve as departmental subject matter expert for housing management systems and licensing technologies.
Participate in system implementation, testing, upgrades, and workflow improvements.
Recommend technology enhancements supporting operational efficiency and improved customer service.
Lead continuous improvement initiatives utilizing data analysis and operational assessment methodologies.
Other Duties as Assigned