Associate Director, Management Operations

Associate Director, Management Operations Join to apply for the Associate Director, Management Operations role at Columbia University Facilities & Operations . Job Type: Officer of Administration Regular/Temporary: Regular Hours Per Week: 35 Salary Range: $145,000 - $150,000 The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting. Position Summary Reporting to the Assistant Vice President of Student Center & Housing Operations, the Associate Director, Management Operations is a key member of the Housing Senior team. The Associate Director is responsible for the delivery of critical central services, both directly to student residents as well as to other parts of Campus Services and the University that are designed to support the delivery of superior housing services to students. The Associate Director has broad authority and accountability for providing centralized services to students and staff within the department. Oversees building operations by providing centralized communication functions for work orders and other student needs, key control and other security‑related functions; develops and maintains programs that facilitate the Customer Service and Operational needs of the department. The Associate Director collaborates with the Senior Housing team in managing department‑wide processes involving students checking in or out of residence halls, compliance monitoring, and personnel practices. Work closely with counterparts in the Residential Programs Office, Students Affairs, Facilities Management, Public Safety, Dining Services, Environmental Stewardship, and other related University partners. Responsibilities Manage and lead a 24‑hour Hospitality Desk management team and supervise the Customer Service Center, ensuring superior customer service to approximately 5,800 students living in 39 residence halls and brownstones within undergraduate housing. Monitor maintenance requests to verify that they are routed quickly and efficiently to Facilities when appropriate. Responsible for all special services provided by the Hospitality Desk and reviews services regularly to recommend new services. Supervise work activities of the Manager, Associate and Assistant Managers of the Hospitality Desk with emphasis on excellent customer service. Set a high standard for Customer Service among all Hospitality Desk employees. Develop and implement improvements in Hospitality Desk procedures as required. Maintain and update the Policies and Procedures manual and intranet regularly to provide all necessary information for Hospitality Desk staff. Respond to emergency situations, facility or student‑related incidents at all times, including evenings, weekends and holidays. In the absence of other Senior team members, assume responsibilities for all areas under the supervision of that position and notify appropriate personnel. Act as the first responder to fire alarms, oversee the first line of response to crises and emergencies in the residence halls, and coordinate with Public Safety and Fire Safety to monitor security and fire safety concerns within the buildings. Report emergencies and building problems to Public Safety, Fire Safety, and/or Facilities and follow directives. Develop strategic goals for the team, enforce systems, policies, procedures, and productivity standards, schedule regular staff meetings, and ensure Hospitality Desk staff remain professional and service‑oriented at all times. Responsible for recruiting, selecting, training, and developing staff, including proper collection procedures for cash, credit cards, checks and Flex accounts. Collaborate with other members of the Housing Senior team to support the department’s financial, operational, and housing goals while reinforcing Columbia Housing’s and Campus Services’ Vision and Values. Organize and implement all major Housing events, including Check In, Check Out, Room Selection, and summer programs to ensure seamless workflow and optimal service to resident students, guests, and their families. Work closely with departmental Human Resources to enhance staff performance through professional development activities, clear objectives, and performance appraisal mechanisms. Serve as a liaison in partnership with CUFO Human Resources staff to bargaining unit leadership. Interact effectively and diplomatically with the University community, including staff, management, campus departments, student organizations, parents, and the general public. Develop relationships with people from various areas of the University to maintain effective processes and a customer‑friendly environment. Manage special projects and peak events such as Check In and Out and perform other duties as assigned. Minimum Qualifications Bachelor’s degree required. Minimum 5‑7 years of related experience required. Strong preference for experience in management, facilities, student affairs, or hospitality. Requires strong supervisory experience with demonstrated ability to work independently, manage conflicting priorities, and meet deadlines. Requires experience with Microsoft Office Suite; familiarity with StarRez Housing System and Student Information Systems preferred. Must possess strong written and oral communication skills, attention to detail, and a demonstrated ability to develop student relations. Strong organizational skills with ability to create efficient systems, particularly utilizing data analysis. Ability to manage high‑volume workload and concurrent projects while working with multiple stakeholders. This position is essential and may require reporting or staying on campus in case of emergency or closure. Position typically involves moderate physical activities, including lifting, bending, pulling, and travel across campus during extreme temperatures or inclement weather. Preferred Qualifications Master’s degree preferred. Equal Opportunity Employer / Disability / Veteran Columbia University is committed to the hiring of qualified local residents. #J-18808-Ljbffr