OPERATIONS & ACCOUNTS MANAGER

University of Washington-Seattle Campus  |  Seattle, WA

Login to Apply

Job Overview

Posted 2 weeks ago Full-Time

Job Details

Position Title:

OPERATIONS & ACCOUNTS MANAGER

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

Benefits

Housing for Position:
None provided
Benefits
Housing for Position:
None provided
Qualifications
Education:
Bachelors Required
Major Preference:
Student Affairs
Experience:

Qualifications
Education:
Bachelors Required
Major Preference:
Student Affairs
Experience:

Position Description

OPERATIONS & ACCOUNTS MANAGER

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.

Assignments
•    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.

IMPACT TO THE UNIVERSITY
•    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.

POSITION COMPLEXITIES
•    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.

WORKING CONDITIONS
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.

SUPERVISION RESPONSIBILITIES
•    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.

REPORTS TO
Assistant Director for Occupancy Management

MINIMUM REQUIREMENTS
•    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.

CONDITION OF EMPLOYMENT
•    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.


Log in to Apply
View all jobs for University of Washington-Seattle Campus View All Jobs

Recommended Reading

Expand your career path by adding knowledge each step of the way.


  • Like many of you will probably soon be doing, I recently started a new position in the heart of the COVID-19 pandemic. While I was so excited to start working in a new office and to continue my work in higher education, I was faced with a lot of anxiety and uncertainty of what this new experience would be like knowing that many colleges and universities across the country are functioning “off the grid” and almost completely remotely. In my first two weeks, I have learned so much and wanted to share some personal suggestions and advice as you prepare for a unique start to your professional careers in Student Affairs!


    Read More »

  • The job search today looks drastically different from a year ago. Actually, the job search looks drastically different from 2 months ago! Check out this presentation on Job Searching during a Global Pandemic. https://youtu.be/fuSDCLq2X4s


    Read More »

  • **Applications due October 31.** TPE is currently seeking applications for the TPE Graduate Ambassador Program. TPE Grad Ambassadors represent the most engaged schools across the country, and from their ranks. In the Ambassador role, graduate students from institutions are provided advanced information about TPE resources and programs to assist their fellow students who are planning to job search in the coming years. Selected Ambassadors work with The Placement Exchange in a variety of ways. Primarily, Ambassadors serve on campuses as the main communication conduit to their peers and faculty. They are given the most up-to-date information about all of the resources available within Student Affairs through The Placement Exchange and our sponsoring associations (ACUHO-I and NASPA) in order to convey important information to their peers and other prospective candidates on campus. In addition, TPE Ambassadors have the opportunity to connect with seasoned professionals as part of the TPE Committee, as well as colleagues from ACUHO-I and NASPA.


    Read More »

  • Check out this blog and valuable new resource created by ACUHO-I (one of our sponsor organizations). Job seekers should use this resource to think about how you articulate your value of your live-in experiences and leverage transferable skills. This is also a great resource for all employers - both within and outside of housing and residential life - as you look to efficiently and effectively build your teams and think through the skills and experiences that will bring value.


    Read More »

  • TPE 2021 Important Update

    ​​TPE has been evolving over the past few years with an emphasis on leveraging technology to create more opportunities to enhance both the employer (recruitment) experience as well as the candidate (job search) experience. We have simultaneously been intentional in thinking about the limitations around access that coincide with a place-based in-person interview event. While the COVID-19 pandemic has accelerated our timeline, we are at a point in time where we are ready - and excited - to make this leap to a virtual offering.


    Read More »

  • Like our sponsoring organizations, ACUHO-I and NASPA, TPE shares the heartbreak and outrage felt by our student affairs colleagues as we all mourn the deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and countless other Black people killed because of racism and hate. We acknowledge that these tragedies reflect long-standing racial injustice within our nation. We also recognize that our Black colleagues are exhausted and scared, and need space to grieve. Finally, we know that privilege and oppression exist everywhere - in our communities, on our campuses, and amongst our profession.

    Read More…


    Read More »