University of Washington-Seattle Campus  |  Seattle, WA

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Job Overview

Posted 2 weeks ago Full-Time

Job Details

Position Title:


Job Type: Housing/Residence Life
Location: Seattle, WA
Positions Available: 1
Institution Type: Public, 4-year
Institution Size: < 30,000 Students
Employer ID: 35179


Housing for Position:
None provided
Housing for Position:
None provided
Bachelors Required
Major Preference:
Student Affairs

Bachelors Required
Major Preference:
Student Affairs

Position Description


Thank you for considering HFS Student & Financial Services, a unit within Housing & Food Services at the University of Washington—Seattle. At the University of Washington, diversity is integral to excellence. We value and honor diverse experiences and perspectives, strive to create welcoming and respectful learning environments, and promote access, opportunity and justice for all. HFS provides on-campus housing to over 10,000 student residents and operates over 40 dining and café locations that serve the entire campus community. In order to successfully accomplish this, we employ over 1,200 students, classified and professional staff members who work throughout HFS, providing residential and dining services to the campus. As reflected in our mission statement—working together to enhance student life—teamwork and service to our students and customers are at the heart of our business. To learn about our commitment to diversity, equity, and inclusion at UW Housing & Food Services, you are encouraged to review our Diversity, Equity, and Inclusion Statement Training.

Position Purpose The Operations & Accounts Manager oversees the daily operation of the Student Services Office, which serves visitors, prospective students, current students, and their families; also oversees management of student housing assignment, housing tour program and student accounts billing process.

Description of Duties
Supervision and Office Management
•    Direct supervision of three Program Coordinators, two Program Support Supervisors, one Program Support Supervisor and indirect supervision of two Program Assistants and up to 50 Student Employees.
•    Manage the daily operation of the Student Services Office.
•    Manage multiple office functions in an environment with competing demands while maintaining excellent customer service and attention to detail.
•    Engage staff in development of ideas and innovations to streamline processes and improve service.
•    Support and develop staff in their time management skills, project management, customer service communication, conflict resolution skills, attention to detail, and supervisory skills.
•    Perform other duties as assigned.

Customer Service
•    Ensure consistent and courteous customer service and accurate information is provided to our customers.
•    Resolve complaints from customers and the public.
•    Review and assess requests for exceptions to policies as appropriate.
•    Responsible for coordinating the research, facilitation, data entry, and communication for the waivers and appeals process from request to decision outcome.
•    Coordinate office opening and closing duties including cash office tasks, telephone services and general office appearance.
•    Coordinate office customer service efforts including administration of the hfsinfo@uw.edu email account, telephone, and walk-in service coverage.
•    Review outgoing communication for campus partners, and customers including emails, webpages, and applications.
•    Collaborate with HFS units as well as division and campus staff to maintain awareness of student and organizational needs related to housing application and assignment process.
•    Serve on departmental and/or University committees as designated.

Student Accounts
•    Oversee billing and collections for residence halls, single-student apartments, and family housing, ensuring accuracy and timely follow-up on past-due accounts.
•    Review and reconcile student accounts.
•    Review credit balances and approve student refunds.
•    Work with other UW Departments to coordinate student billing and payment. Departments include Athletics, Financial Aid and various academic departments.

•    Project manager for the assignment processes for all housing agreement types.
•    Maximize occupancy by ensuring that vacancies in the residence halls, single-student apartments, and family housing are offered in a timely manner.
•    Ensure staff is in accordance with the WAC and department policies when making assignments.
•    Administer a variety of complex priority systems that govern the assignment of residence halls, single-student apartments, and family housing spaces.
•    Partner with Disability Resources for Students (DRS) to ensure appropriate assignments are made for students with approved accommodations.
•    Collaborate with campus partners for applicants who need specific housing types, price point, or locations.

Policies and Procedures
•    Review all current agreements to ensure that they meet the current business needs, while enhancing the student experience and make recommendations for changes.
•    Manage and maintain unit policies and procedures to ensure they are relevant, documented, and timely.
•    Assist in short- and long-range planning, developing goals, and objectives for the Student Services Office.

•    A seamless and well-managed assignment system contributes to student satisfaction.
•    Maintaining systems and processes that are compliant contributes to reduced liability.
•    Accurate billing and timely collection is essential for financial stability.
•    Courteous, accurate, and timely communication with students and parents promotes a positive impression of the Department and the University.
•    Decision-making may impact public relations for the University.
•    Ensuring efficiency in the assignment process contributes to high occupancy and financial stability for HFS.

•    Impact the assignment process has on occupancy rates.
•    Financial implications of timely and accurate billing and collection on student accounts.
•    Impact decision-making has on reputations and relationships of the Department, Division, and University with visitors, prospective students, current students, their families, and the community.
•    Complexity of operating environment requires currency with University policies and procedures as well as applicable state and federal laws.
•    Environment for decision-making is time-sensitive and frequently involves competing demands.
•    Ensuring customer satisfaction in an environment of limited resources.
•    Currency with changing resident demographics and their associated needs.
•    Managing a system that involves numerous and diverse terms and agreements.  
•    Providing clear communication and customer service to a diverse student and staff populations.

Typical working hours are 8 a.m. to 5 p.m., Monday through Friday; however, the position will occasionally be required to participate in events outside of regular office hours.

•    Direct supervision of three Program Coordinators, two Program Support Supervisors, one Program Support Supervisor and indirect supervision of two Program Assistants and up to 50 Student Employees.

Assistant Director for Occupancy Management

•    A bachelor's degree and two years of professional university housing management.
•    Demonstrated experience working with databases.
•    Experience managing and making decisions in a complex environment.
•    Ability to work effectively, while maintaining excellent working relationships with faculty, staff, and students.
•    Excellent oral and written communication and presentation skills.
•    A track record of fostering a positive work environment supportive of professional development.
•    Creativity and resourcefulness with a high degree of flexibility as well as problem solving and strategic planning ability.
•    Successful team leadership and supervisory experience.

Equivalent combinations of education and experience may be considered.

•    A satisfactory outcome from the employment verification and reference check processes is required prior to hire

Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

The University of Washington is an equal opportunity, affirmative action employer.

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