Operations Services Specialist - Housing and Residence Life

Operations Services Specialist

Housing & Residence Life is filling two new Operations Services Specialist roles. This position focuses on fostering student success and enhancing support services, learning opportunities, intercultural development, and community building. The responsibilities of this role are focused on operational services, administration, supervision, and customer service; serving individuals who reside in on-campus housing. This position demands a strong sense of accountability and responsibility to effectively support the needs of a diverse student population.

Primary Duties

Year-round management, oversight, and coordination of residential desk operations within a collegiate housing system of 6,000+ beds. Key responsibilities include overseeing building and room access for residential students and guests through the effective management of keys, access cards, and temporary access provisions. Conducting regular audits of residential keys and access cards is an essential aspect of this position, ensuring security and reliability within the residential community.

Collaborate with the Occupancy Team to provide occupancy and room change assistance, including oversight of logistical and operational components of the room change process. This also includes maintaining the protocol, administration, and upkeep of temporary safe spaces for residents experiencing emergencies.

Hire, train, supervise and develop residential services student staff to provide high quality customer service in our residential communities. This includes creating and facilitating programming that develops student employees as professionals that align with University / Division / Departmental goals.

Serve in after-hours operations response for Housing and Residential Life.

Assist with summer residential and guest operations to maintain a high level of customer support during camps, conferences, and guest operations.

Collaborate on and oversee components of the semester transition process (opening and closing), including desk preparedness, signage, and residential communications.

Performs other duties as required / assigned by supervisor or department leadership.

Salary and Benefits

Minimum starting salary of $45,205.00, commensurate with experience

Furnished 1-bedroom apartment on campus (options based on availability at time of hire)

Comprehensive benefits package including medical, vision, dental, life insurance, generous employer retirement contributions, wellness resources, and tuition waiver effective on date of hire.

Required Knowledge, Skills, and Abilities

Associate or bachelor's degree in education, management, logistics, hospitality and tourism management, business administration, or a related field.

Two or more (2+) years of related work experience directly managing customer service operations, administrative systems, and supervising staff teams.

Exceptional administrative and organizational skills, proficient at managing multiple tasks concurrently.

Excellent verbal and written communication abilities, facilitating clear and impactful interactions.

Effective supervisory skills with a track record of developing and mentoring staff, along with experience in training and working with staff at all levels.

Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and other relevant technical software.

Ability to uphold confidentiality while responding adeptly to sensitive inquiries and concerns.

Proven ability to establish and nurture professional, collaborative relationships with a wide array of stakeholders, including campus partners, students, staff, faculty, supporters, and community groups.

Preferred Knowledge, Skills, and Abilities

Master's degree in education, management, logistics, hospitality and tourism management, business administration, or a related field.

Experience working in Housing and / or Residence Life, or a higher education setting.

Experienced in access management, system credentialing, and ensuring data security practices.

Working Conditions

Normal office environment. Housing & Residence Life operates at several service locations across the Allendale and Pew (Grand Rapids) campuses. Some travel will be required as this position may serve multiple work locations on both campuses.

This position is considered essential and may be expected to work evenings, weekends, during university closure, or university breaks. This position must also be available for contact after hours and during periods of university closure.

This position may work outside for move-in and move-out, and other university programs and events.