Associate Director

4+ months

$50-57.50/hr 

Overview:

Reporting to the Executive Director of Leasing Operations, the Associate Director (AD) of Resident Support provides strategic and operational leadership for all resident-facing functions within Columbia Residential. The AD is responsible for cultivating a customer service-driven culture that prioritizes responsiveness, professionalism, and fairness across every resident interaction. This position oversees the Resident Support team, which manages resident inquiries, policy notifications, violations, and issue resolution to ensure a consistent and equitable experience for all tenants. The AD develops and enforces service standards, including defined response timelines, escalation protocols, and quality benchmarks, to deliver a seamless and efficient resident experience. They oversee the systems, tools, and data processes used to track inquiries and resolutions, ensuring accurate documentation, trend analysis, and accountability.

The Associate Director manages ongoing relationships with housing liaisons from Columbia's schools and administrative units, ensuring timely communication of housing policies, updates, and initiatives. They serve as a central resource for gathering and sharing feedback to improve transparency and coordination between Columbia Residential and its campus partners. A key responsibility of this position is to oversee student conduct and behavioral issues within Columbia Residential housing. The AD collaborates with the Center for Student Success and Intervention (CSSI), Deans of Students, and other university offices to coordinate case management, mediation, and follow-up to ensure compliance with university policies and community standards. This role also leads cross-departmental coordination with the Office of General Counsel (OGC), the University's Legal Services team, and Columbia Residential's Operations team to address complex or sensitive resident concerns requiring policy interpretation, compliance review, or operational intervention. The AD ensures these collaborations are structured, timely, and solution-oriented, with clear communication and consistent documentation. The AD applies data-driven strategies to identify trends, recommend policy or procedural updates, and strengthen the overall effectiveness of resident engagement and issue resolution. Through collaboration with the Assistant Directors of Student Leasing and Faculty Leasing, the AD ensures alignment of service delivery across all housing portfolios and provides consistent communication on key resident issues. They play a critical role in implementing policy changes, streamlining processes, and ensuring that Columbia Residential remains responsive, equitable, and efficient in supporting its diverse resident community. The AD also serves as a leader and mentor, developing a high-performing Resident Support team through training, professional development, and coaching. They instill accountability, empathy, and problem-solving 

Characteristic Duties And Responsibilities

Resident Support Oversight: Manages daily resident support operations, ensuring timely and consistent responses to inquiries, complaints, policy questions, and violations. Oversees workflows and systems used to track and resolve cases, ensuring data accuracy and accountability across all communication channels. 20 %

Policy Enforcement & Conduct Management: Oversees policy notifications, violations, and behavioral conduct cases within Columbia Residential housing. Partners with Student Conduct and Community Standards, Deans, and other offices to address violations, mediate disputes, and ensure appropriate follow-up and documentation. 20 %

Strategic Planning & Process Improvement: Analyzes resident feedback and operational data to identify service gaps and policy inconsistencies. Develops and implements strategies to improve workflows, communication systems, and overall resident satisfaction. Leads special projects to enhance efficiency and reduce escalations. 20 %

Stakeholder Engagement: Manages relationships with University housing liaisons and school partners, providing regular updates on housing policies, timelines, and initiatives. Serves as the primary point of contact for stakeholder feedback and ensures that input informs policy and operational decisions. 10 %

Communication & Reporting: Oversees preparation of reports, dashboards, and metrics to track resident issues, policy trends, and team performance. Provides analysis and recommendations to senior leadership to inform strategic decisions. 10 %

Leadership & Staff Development: Provides leadership and professional development for the Resident Support team. Oversees hiring, training, and performance management to build a high-performing, service-oriented team culture. Ensures staff are trained in conflict resolution, compliance protocols, and effective communication. 10 %
Perform other duties as assigned or as necessary. 10 % 

Minimum Requirements:
Bachelor's Degree required

Minimum of 5 years of related experience required

Incumbent is required to have strong skills with the Microsoft Office Suite (Word, PowerPoint, Excel) and Outlook.

Demonstrated technical and analytical skills and proficiency with lease management software systems are required.

 Facility with specialized financial reporting and report development tools required.

Knowledge of data analysis tools and industry-specific software is required.

Required are the abilities to direct data processing and analysis efforts efficiently and with keen attention to detail.

Must demonstrate an ability to exercise sound judgment. 

Patience, tact, and the ability to work well under pressure in a busy office are a necessity.

Must be organized, professional, friendly, enthusiastic, and diligent.  

Excellent customer service and communication skills, both written and verbal, are required. 

Preferred Qualifications 

Specific experience with Housing and Leasing operations, Residence Life, or Customer Service preferred.  

Experience conducting and evaluating performance assessments is preferred.

Advanced degree preferred.

Experience working with data generated from disparate systems is helpful.