Manager, Student Housing (Quality Assurance and Summer Operations)

University of Louisville • Louisville, KY

6d • Onsite

About The Position

The Department of University Housing and the Resident Experience (UHRE), within the Division of Student Affairs, is hiring a Manager, Student Housing to lead quality assurance, asset management, room-turn, and summer operations across the University's housing portfolio. The role verifies that departmental, safety, regulatory, contractual, and customer-service standards are met. It also manages operations supporting summer camps, conferences, and guest housing, with direct responsibility for revenue-enhancement goals intended to help keep resident rental rates low. The Manager supervises two full-time staff: a Work Control Coordinator and a staff member coordinating summer operations and supervising seasonal interns.

The Manager administers the department's asset-management and work-control systems, leads inspections and audits, produces operational and financial reports, and oversees service recovery decisions within delegated authority. The position directs summer camps and conferences operations, manages client agreements and billing, addresses guest concerns, and works to increase program revenue. It also owns fall, winter, and summer room-turn processes, coordinating schedules, staffing, inspections, resources, vendors, risk mitigation, abandoned property, and damage assessment and billing.

The position participates in Division initiatives such as freshman orientation, Welcome Week, and resident move-in events, and performs other duties and special projects as assigned. It is a full-time, exempt position with a 37.5-hour regular workweek at the Belknap Campus. Early morning, evening, weekend, and holiday hours may be required, as may additional hours based on department needs. Occasional overnight travel may be required.

Requirements

• Bachelor's degree in a related field and four years of relevant experience, or an equivalent combination of education and experience.
• Ability to work a 37.5-hour regular workweek, with early morning, evening, weekend, and holiday hours as required.
• Additional work hours may be required based on department needs, programming, staffing, or scheduling.
• Occasional overnight travel may be required.
• Submit a resume, cover letter, and three professional references with the application.

Nice To Haves

• Master's degree in higher education, student affairs, business administration, hospitality, operations management, or a related field.
• Four years of progressive experience in operations, project management, facilities maintenance, quality assurance, or conference operations.
• Experience with StarRez, Monday.com, AssetPlanner, Microsoft Office, or related business-management software.
• Demonstrated success in project management and balancing the needs of multiple stakeholder groups.
• Experience serving in an on-call capacity and responding to emergency or crisis situations.
• Proven record of improving service quality, operational efficiency, revenue performance, or customer satisfaction.
• Capacity to create supportive work environments, collaborate effectively on teams, and serve students.

Responsibilities

• Administer and maintain UHRE's asset-management software, ensuring work orders, asset conditions, costs, expenditures, and documentation are managed accurately and consistently.
• Develop and conduct daily, weekly, monthly, seasonal, and ad-hoc audits and inspections of custodial, maintenance, repair, remodeling, room-turn, and contracted services.
• Generate scheduled and ad-hoc reports for strategic and capital planning, inventory lifecycle management, service-level monitoring, revenue and expense analysis, risk identification, and quality interventions.
• Review and approve requests for financial compensation or other service-recovery remedies within delegated authority and departmental policy.
• Direct the day-to-day operation of UHRE's summer camps and conferences program.
• Enhance summer-program revenue, with a stated goal of raising revenue by 20% each year for five years.
• Collaborate with the department communications unit on internal and external marketing and recruitment campaigns.
• Administer contracts and group billing; meet with clients to review agreements; manage prepayments, refunds, amenity and damage charges, outstanding balances, collection follow-up, final invoices, and recurring revenue reports with finance staff.
• Respond promptly to client and guest complaints, questions, emergencies, and service requests, taking action to resolve concerns, maintain safety, promote retention, and support a high-quality guest experience.
• Administer work-control systems and lead the full lifecycle of maintenance, custodial, and facility-service requests, ensuring appropriate routing, prioritization, escalation, tracking, documentation, and closure.
• Supervise and support the Work Control Coordinator in coordinating maintenance across university-owned, Foundation-owned, P3, and master-leased properties, collaborating with internal maintenance teams, Physical Plant, contractors, and vendors.
• Own fall, winter, and summer room-turn processes, ensuring rooms and common areas are documented and meet departmental and regulatory standards before occupancy.
• Coordinate room-turn schedules, staffing, inspections, resource allocation, vendor activity, risk mitigation, abandoned property, and damage assessment and billing.
• Participate in Division initiatives such as freshman orientation, Welcome Week, and resident move-in events.
• Perform other duties and complete special projects as assigned.
• Supervise two full-time staff, including a Work Control Coordinator and a summer-operations coordinator who supervises seasonal interns.

Benefits

• Competitive benefits and perks are available to eligible full-time and part-time employees; details are provided on the University's Total Rewards webpages.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager