Associate Director for Campus Office Operations

Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Positional Summary

Reporting to the Dean of Residential Student Services, the Associate Director of Campus Office Operations will lead HRL’s office and administrative functions, oversee major operations such as opening, closing, and breaks while overseeing the day-to-day operations of campus and apartment offices. The Associate Director will collaborate with the HRL Facilities Planning and Operations (FPO) teams for major department operation processes.  The Associate Director will liaison with various stakeholders such as Conference and Event Services, Parking and Transportation Services as well as establish and maintain key performance indicators that directly support excellent operating procedures with critical internal and external partners to ensure end-to-end operational excellence in residents’ experience.
 

Key Position Duties

Campus Office Management- 35% of Effort

• Bring end-to-end operational excellence to the student residential experience through effective management of the day-to-day operations of the HRL offices.
• Develop, implement, and evaluate policies and procedures related to key operations, expense reporting, financial reconciliation, and work order control. 
• Maintain bedroom, specialty key, and high value master key inventory.
• Advise departmental colleagues on residential services standard operating procedures such as loaner key check-out, safe room activation logistics, etc., ensuring compliance with established Departmental, Divisional, and University policies and procedures.
• Determine fiscal requirements, make projections, and prepare budgets the day-to-day operations of the Campus Housing Offices.

Supervision and Development- 25% of Effort

• Direct supervision of 5 Staff Assistants (2 West, 1 Apartments, 2 East) and indirect supervision of Student Desk Staff (10-20).
• Oversee all personnel practices including the hiring, onboarding, professional development, training, and performance review of FTEs and student staff. 
• Meet individually with assigned staff assistants regularly to advise on performance, development.

Residential Operations- 25% of Effort

• Collaborate closely with Residential Education to oversee major department operations such as opening, closing, break and extension housing, health and safety inspections, occupancy checks, and critical communications.
• Confer with Residential Student Services and Residential Education colleagues to analyze and recommend priorities and goals for future residential student needs.
• Working with Residential Education as well as Facilities and Planning Operations, oversee the assessment of residential student fines (e.g., lost key charges, room damages, etc.) to student bursar accounts. 
• Collaborate with the Assistant Director for Residence Hall Operations and Associate Deans for Residential Education to troubleshoot and strategize solutions to student/parent/family concerns related to the residential student experience.
• Maintain liaison with various levels of administration, faculty, and university departments (e.g., Athletics, New Student Family Programs, DKU, Dean of Students Office, Time Away Office, Campus Life, Student Affairs Finance and Administration, Facilities and Planning Operations) to coordinate business, accomplish directives and facilitate the resolution of challenges related to Residential Student Services.
• Represent the department on divisional and University committees and duties, including key stakeholder meetings, summer operations committees, and business development/vendor interviews.

Residential Needs Assessment and Data Management- 10% of Effort

• Compile appropriate statistical data pertaining to the service experience and renewal needs, assessment of KPIs, and other data to inform department strategy, student outreach, and campus planning.
• Continually assess goals, targets, and practices to stay abreast of current trends that will benefit the satisfaction, safety, health and well-being of the Duke community to continually ensure Duke Housing is a national leader in high quality customer services.  

Other- 5% of Effort

• Perform related duties as assigned or required to meet departmental, Division and University goals and objectives, as assigned by their Supervisor, Director, or respective designees.

The intent of this job description is to provide a representative outline of the type of responsibilities that will be required of positions given this title and shall not be construed as all-encompassing or as a declaration of all specific duties and responsibilities of this position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Physical Demands:

• The primary nature of this position is that of an average position in an office setting. The incumbent must be able to complete all positional requirements outlined above with or without reasonable accommodations. For more information, please visit https://hr.duke.edu/policies/ada/

Strongly Preferred Experiences:

Experience supervising full-time staff, property management background, and operations experience preferred.

Three years of full-time experience working in university residential communities.

Preferred Skills and Competencies

• Excellent planning and organizational skills.
• Superior ability to communication with others.
• Budget management.
• Crisis management.
• Ability to establish and maintain effective, collaborative working relationships with students, colleagues, and management.
• Proven abilities to create learning environments that are enriched with diverse views and people and integrate relevant cultural issues on campus.
• Active listening skills and ability to facilitate problem-solving, decision making and goal setting in group situations.
• Ability to work independently as well as collaboratively with colleagues.
• Demonstrated knowledge of housing software systems to support operational processes.
• Cultural fluency demonstrated via success in working as part of a team as well as with individuals of diverse backgrounds and skills.
• Demonstrated success in collaborating across units and fields of expertise.
• Knowledge of appropriate financial procedures and practices in a university setting.
• Ability to negotiate and resolve multiple complex problems in a timely manner.
• Ability to communicate difficult/sensitive information.
• Ability to critically analyze processes to ensure efficiency and effectiveness.
• Advanced proficiency with knowledge, skills, and attitudes used in the selection, supervision, motivation, and formal evaluation of the effective application of strategies and techniques associated with risk management and crisis management.

Minimum Qualifications

Education

Work requires analytical, organizational and communication skills generally acquired through completion of a master's degree program.

Experience

Work generally requires four years experience in personnel, college or OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE university administration, or a related field to acquire skills necessary to provide program management, advising and general administrative support.

Job Code: 00002338 ASSOC DIR, STUDENT AFFAIRS
Job Level: 12

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs atDuke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.