Overview

Housing and Real Estate Services (HRES) is seeking a Faculty and Staff Housing Program Manager to join the Housing and Real Estate Services team within Princeton University’s University Services Department. This position will provide broad support to the Director of Housing Real Estate Services and Senior Manager of Faculty and Staff Housing in the Faculty and Staff Housing Department. This position oversees and coordinates departmental programming to ensure successful, efficient and effective integration to achieve evolving and ongoing business goals. Primarily, the Faculty and Staff Housing Program Manager will be responsible for organizing various aspects of the Faculty and Staff Housing team’s daily operations, smoothing business operations to achieve efficient and effective processes, developing and implementing programs and processes that align workforce with key business strategies and initiatives.

Reporting to the Director of Housing Real Estate Services with a dotted line to the Senior Manager of Faculty and Staff Housing, the incumbent will also lead ongoing and varied research and analytical projects for the organization, serve as the technology strategy and planning lead for the Faculty and Staff Housing office and spearhead efforts to build, maintain and document organizational programming and processes, support rental housing programming, and contribute to University Services wide initiatives and projects.

The position requires the ability to work independently, accurately, and with discretion in a fast-paced University office. The successful candidate must have strong multitasking experience, with excellent communication skills both written and oral. The applicant must be highly organized, detail-oriented and have a positive attitude. Finally, to achieve success, the Faculty and Staff Housing Program Manager will need to work easily and effectively with all members of the University community including colleagues, faculty and staff clients and campus partners.

Housing and Real Estate Services (HRES) is a business unit within the University Services organization. University Services focuses on providing high quality, integrated services to the University community. The departments of Campus Dining; Campus Support Services (AV Services, Performing Arts Services, Venue Services); Conference and Event Services; Housing and Real Estate Services; Print, Mail, and Trademark Licensing Services; The Service Point (integrated customer service center); Transportation and Parking Services, and University Services Administration (which includes Business Services, Communications, Finance, Information Technology, and Talent and Organizational Development) are housed within University Services.

HRES is led by the Executive Director of Housing who is responsible for housing undergraduate and graduate students and operations and the Director of Housing Real Estate Services who is responsible for the administration of all faculty and staff programming. The scale of housing operations at Princeton is unique and diverse with approximately 5,700 dormitory beds for undergraduate and graduate students on campus, and 1,800 housing units, within the University’s rental and apartment program, which are available to faculty, staff and graduate students. The University also offers approximately 140 single family homes in close proximity to campus, and which are available for purchase by eligible employees.

A full job description will be furnished prior to interview.

Responsibilities

Process and Programming
o Responsible for in-depth review of current programs and processes to begin development of improved and documented processes and programming for all departmental functions to achieve a desired standard of efficiency and effectiveness.
o Design and implement a variety of organizational initiatives, action plans, programs, and training materials.
o Oversee, monitor and review implementation of current processes and SOPs while tracking changes and improvements as business functions evolve.
o Implement new systems in partnership with other University Services business units (e.g., Onboarding, visitor and guest programming).
o Develop for approval and implementation plans for operational continuity, process documentation and departmental cross-training, and maintain going forward.
o Implement transparent policies and processes with appropriate fairness and compliance controls and privacy protections. These policies and processes should promote good stewardship of University’s resources.
o In partnership with University Services IT and other departmental units, develop process and implement operational case management / issue tracking system.
o Support Director with review and development of current and future programs and processes with campus partners and assist with development of improved and documented processes and integration for shared functions to achieve a desired standard of efficiency and effectiveness. (Finance & Treasury, OGC, OCP, FPO, HRES Operations, Facilities Operations)

Faculty and Staff Rental Housing Programmatic Support
o Support the Senior Manager to provide high quality customer service for both prospective and current residents engaging in rental applications, ensuring that priorities and needs are discussed.
o Support the Senior Manager with the bi-annual allocation process, including review of housing applications and available units that best support applicants' requirements and needs.
o Provide support to faculty and staff requesting information on rentals. Elevate faculty and staff to senior manager as requested and needed through meeting coordination.
o Answer inquiries and provide email communications to potential residents regarding their rental application.
o Collaborate, create, and manage tools to ensure communicating and reporting pertinent information both internally and to campus partners as necessary.
o General department wide problem solver, respond to inquiries, trouble shoot and provide information regarding status and resolution of issues.
o Support Director with University Services colleagues (Capital Planning Analyst, Business Services, etc.), develop and monitor budgetary process for funding requests and overall budgetary compliance.
o Support Director with budgeting and financial analysis (reports, etc.)
o Support Director in consultation with other Housing professionals (local, industry and peer institution) and collaborate to set portfolio standards by segment.
o Be available for University Services Organization wide projects, Case Management Contributor, Special Projects.

Technology and Data

o Serve as departmental translator of workflow design to technology requirements, advocate for products most appropriate for departmental functionality.
o In partnership with USIT, lead the implementation of the new housing management system for the department.
o In partnership with USIT, develop a technology roadmap specific to Faculty and Staff programs and processes while ensuring integration of HRES business priorities.
o Serve as daily HMS user and subject matter expert.
o Develop process for updating databases and other relevant systems. Provide back-up support for departmental oversight for annual HMS testing, move in/move out renewal process, rental rate update.
o Collaborate with Occupancy Management on occupancy, vacancy and contracting.
o Organize data, clean data and “own” data, develop/support dashboards, data pulls for various projects and leadership special requests
o Develop and manage electronic and service portal programs and partner with implementation of ongoing improvements reflect state of the art technology in support of customer service and financial performance
o Develop methods for data file formatting, data analysis methodologies, and management reporting.
o Identify data collection tools, data sources, benchmarks, and performance targets.
o Perform and document market research and maintain an active knowledge of market rental trends.
o Provide reports, queries, and data analysis from the housing management system.

Other
o Duties as assigned. Special projects as decided by the Director.

Qualifications

Essential Qualifications
• Associate’s, Bachelor's Degree, or equivalent experience with 3-5 years of solid experience in a deadline-oriented corporate environment.
• Prior knowledge or experience in residential management and real estate transactions.
• Evidence of strong customer service skills and success as part of collaborative project teams.
• Excellent multi-tasking and organizational skills.
• Highly developed written and verbal communications skills.
• Excellent problem solving and decision-making skills.
• High ethical and confidentiality standards in interactions with staff, clients, vendors and the public.
• Ability to work successfully in both a team environment and individual basis.
• Demonstrated planning, analysis, and quantitative skills.
• Demonstrated skills in collecting and synthesizing data and designing workflows and procedures.
• Attention to detail and persistence to ensure that diverse project elements and complete and satisfactory.
• Ability to work well under pressure with multiple/competing deadlines.

Preferred Qualifications
• Experience in an academic setting and knowledge of University’s policies.
• Ability to learn and apply new skills; keep abreast of current developments; synthesize complex or diverse information.
• Experience with StarRez, Housing Management System (HMS).

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