Associate Manager - Operations

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule: Will be based on Operational Needs
• Building: Hartley
• Salary Range: $71,400-$80,000 Annually

Position Summary

Reporting to the Housing Operations Manager, the Associate Manager is responsible for managing the operation of Housing's Wi-Fi lock portfolio. Expectations include analyzing, coordinating, executing, and supervising the day-to-day activities related to the operation of our Wi-Fi locks. The Associate Manager will also support operations, processes creation, and streamlining workflows across the department. This person will work with departmental teams, campus partners, student employees, and external vendors to improve and report on operations within Housing. The Associate Manager will also provide analytics and forecasts as needed. This role is also expected to make recommendations for Wi-Fi lock system and program improvements based on data analysis and reporting.

The Associate Manager serves as a key contributor to the Housing management team and contributes to the department's operational efficiency and resilience. The Associate Manager works closely with colleagues on internal Housing teams, University partners, and external vendors as needed. This is an operations role with technical aspects, not an IT position.

This position is considered an essential role onsite.

Responsibilities

• Lead program management of the Housing Wi-Fi Lock portfolio;
• Manage daily operations, projects, reporting and troubleshooting for Wi-Fi Locks;
• Enhance student experience via improved service delivery and optimization;
• Track metrics and identify KPIs related to Wi-Fi locks performance;
• Deliver scheduled performance reports to the Leadership team and stakeholders;
• Analyze relevant data and makes recommendations to improve services and workflows;
• Responsible for inventory management of all technology enabled locks;
• Respond to emergency service outages as needed, even if occurring during overnight hours or on a weekend.

OPERATIONS & PROJECT MANAGEMENT

• Manage the planning and execution of projects to support general Housing Operations through all academic, summer and conference periods;
• Coordinate Lenel access and facilitate logistics for conference groups;
• Manage summer project creation and tracking to inform building usage planning;
• Oversee inventory and data management for conference access cards and rosters;
• Research and recommend processes and tools to improve department effectiveness and guest satisfaction;
• Support the department in attaining operational goals while reinforcing Columbia Housing's Vision and Values;
• Perform other operational duties, tasks, and projects as assigned.

DOCUMENTATION AND PROCESS IMPROVEMENT

• Develop and document processes, procedures, and workflows for Internal Operations and share with the department via intranet or other mediums;
• Design and create guides rooted in strong logic and considerate of the user experience for all Housing operations. The Associate Manager will develop workflows, process maps, and process graphs;
• Develop position playbook and emergency plans to document and support day-to-day operations and business continuity planning;
• Responsible for assisting in cross-functional department coordination with the Operations Manager;

Minimum Qualifications

• Bachelor's Degree
• 2-4 years' experience in operations, facilities management, or program management, preferably in a University, Startup, Hospitality, or Non-Profit setting
• Ability to break down and solve problems through critical thinking and analysis
• Requires exceptional customer service skills and the ability to exercise sound judgment
• Ability to work collaboratively in a team and create an inclusive environment
• Strong reporting and data analysis skills required
• Able to work autonomously and across team projects as needed
• Position requires the ability to navigate campus and oversee field projects that may involve standing for long periods of time
• Must be able to work evenings, weekends, and holidays on an occasional basis

Preferred Qualifications

• Experience in Operations or Program Management
• Strong analytical ability and a penchant for solving ambiguous business problems
• Experience with modern business collaboration tools (Office 365, Asana, Slack, etc.)
• Data-driven approach to making decisions and measuring the performance of operations
• Effective verbal and written communication skills for engaging with Stakeholders
• Exposure to Power BI, Tableau, SQL or other reporting and data analytics tools