Manager of Housing Services

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Overview
Reporting to the Assistant Director of Housing Services, the Manager of Housing Services provides operational leadership in the planning, coordination, and continuous improvement of key housing services across Yale Housing. The role supports efficient, consistent, and student-centered operations as the department integrates its services. The portfolio includes approximately 6,400 residential bed spaces (estimated 5,600 undergraduate and 800 graduate/professional spaces).

The manager translates housing cycles into coordinated timelines, communications, data-informed planning, and operational readiness for housing applications, selection, arrivals, departures, and transitions. Working with housing assignments, residential operations, systems teams, and campus partners, the manager leads assigned planning efforts and coordinates work across designated process owners. The manager exercises independent judgment in overseeing assigned activities, addressing routine service challenges, and recommending improvements, while consulting the Assistant Director of Housing Services and escalating policy questions and significant operational changes.

May perform other duties as assigned.

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PRIMARY RESPONSIBILITIES

1 | Housing cycle planning and selection processes

• Develop and manage coordinated project plans and calendars for assigned Yale Housing processes, identifying milestones, dependencies, deadlines, communication needs, and operational readiness checks across the housing portfolio.

• Collaborate closely with the Assistant Director of Housing Services and other Yale Housing colleagues in planning Room Draw and related housing selection activities. Coordinate assigned timelines, communications, operational preparations, and cross-team handoffs to support effective implementation.

• Coordinate and support assigned housing applications, selection, renewal, transfer, and related processes across Yale Housing. Align program requirements, key milestones, and communications with teams.

• Coordinate with Housing Assignments and relevant campus partners on eligibility requirements, approved exceptions, and occupancy-related items, while referring final placement decisions to designated staff.

• Partner with Student Accessibility Services (SAS) and designated Yale Housing colleagues to coordinate the timely implementation of approved housing accommodations in housing selection and other residential processes, in accordance with university policies and confidentiality requirements.

• In collaboration with the Assistant Director of Housing Services, facilitate planning meetings for assigned housing processes; track action items, identify cross-functional dependencies and risks, and refer decisions requiring additional authority to responsible process owners.

2 | Move-in, move-out, and residential transitions

• Plan and coordinate recurring move-in and move-out periods and other residential transitions, including operational schedules, communications, check-in/check-out instructions, staffing coordination, and readiness activities.

• Coordinate approved early arrivals, pre-term housing, post-term stays, late departures, and other transitions where applicable; communicate eligibility and decision timelines to the teams responsible for placements and student records.

• Provide accurate arrival/departure rosters and approved date changes to Housing Assignments and other designated partners

• Liaise with Yale Housing colleagues, residential operations staff, Public Safety/Access, program leaders, and service partners on access arrangements, arrival & departure verification, exceptions, and timely resolution of operational issues.

• Support in-person move-in, check-in, and check-out activities when assigned; triage problems, document exceptions, and coordinate next steps with the appropriate service owners.

3 | Stakeholder engagement and housing communications

• Lead the coordination and timely delivery of assigned housing communications, working with relevant stakeholders to ensure accuracy, consistency, and appropriate approvals through university messaging and housing communication channels.

• Serve as a liaison to students, residential and student-support teams, academic and administrative partners, including Deans, Heads of Colleges, program leaders, Public Safety/Access, Dining, and other campus service providers.

• Prepare audience-specific communications, briefings, templates, and instructions so partner departments and students understand process steps, deadlines, responsibilities, and points of contact.

• Lead and facilitate cross-functional planning and information meetings; communicate decisions, follow up on action items, resolve routine coordination issues, and escalate policy or operational questions to the appropriate decisionmakers.

· Webinars or in-person trainings/meetings related to room draw

4 | Process improvement and service delivery

• Create and maintain clear standard operating procedures, checklists, process calendars, communication templates, and staff guidance to support consistent Yale Housing services and recurring operational processes.

• Review cycle outcomes, staff/student feedback, exceptions, and available operational data to identify recurring bottlenecks, unclear handoffs, or preventable service issues.

• Identify opportunities to strengthen operational effectiveness, recommend and evaluate workflow improvements, and coordinate implementation of approved changes in partnership with Yale Housing colleagues, campus partners, and system owners; document changes and communicate updated procedures.

5 | Summer housing and major event support

• Support seasonal housing operations and preparation for assigned summer programs.

• Assist with recruitment and onboarding activities where requested and deliver portions of summer staff training on key and proximity-card procedures, packet labelling, and related service workflows.

• Coordinate with Public Safety/Access, Dining, and other campus partners on participant credentials, eligible meal access, and operational issues; support facilities coordination when specifically assigned.

• Participate in on-call coverage and provide operational support for Commencement, Reunions, and other peak periods; triage urgent requests, route issues to the appropriate team, and document follow-up.

6 | Housing management systems, reporting, data, and user training

• Maintain strong functional knowledge of housing management systems, including housing records, occupancy and assignment statuses, reporting fields, student-facing portal workflows, and how system data informs operational decisions.

• Independently produce, interpret, and validate operational reports or data extracts such as occupancy summaries, arrival/departure rosters, and exception lists; translate findings into clear, actionable information for nontechnical colleagues.

• Explain housing management system functions in plain language, coach staff, and develop concise job aids or demonstrations; assist with user-level testing, messaging, and troubleshooting while escalating advanced configuration or administration issues to designated technical staff.

REQUIRED SKILLS & ABILITIES

• Proven ability to organize concurrent, time-sensitive housing or service processes, manage deadlines, and coordinate contributions across multiple stakeholders.

• Strong written and verbal communication, service orientation, judgment, and demonstrated ability to explain technical processes in plain language to varied audiences.

• Advanced functional proficiency in housing management systems, including housing data interpretation, reporting and data extracts, accuracy checks, and the ability to teach system functions to nontechnical staff.

• Strong problem-solving, attention to detail, appropriate handling of student information, and ability to adapt procedures to different housing program requirements within an integrated department.

• Work generally follows a standard business schedule with occasional evening, weekend, on-site, or on-call coverage for critical housing transitions and major campus events.

PREFERRED EXPERIENCE

Experience in higher education housing, student services, or residential operations; familiarity with housing management platforms (such as StarRez), student housing data/reporting, process documentation, and campus service coordination. Experience building and delivering staff system-training resources is desirable.

Principal Responsibilities

Manage all aspects of the application/assignment process and move in/out process. Performs annual inspections and develops reporting of all facilities related deficiencies; and life safety issues. The Yale Housing Manager develops close working relationships with University departments to meet the all health and safety needs, accommodation requests and residential needs of our students. This includes coordination with the University Public Safety Office, Office of Facilities, Office of Disabilities and Office of International Students and other departments as necessary. The Yale Housing Manager will work closely with faculty and staff of the graduate and professional schools and develop processes to assist in the housing of their students. The Yale Housing Manager will have fiduciary responsibilities for independently directing their budgets; performing monthly monitoring and evaluating budgetary needs. The Yale Housing Manager are essential university personnel that are on call 24/7 and required to work nights/weekends as directed. The Yale Housing Manager is considered a CSA (Campus Security Authority) for Title IX reporting.
Improving and maintaining The Yale Housing websites and social media accounts is a requirement of this position. The Yale Housing Manager is responsible for developing, reviewing and approving all news briefs and other forms of communication as needed.
May perform other duties as assigned.

Required Education and Experience

Bachelor’s Degree in a relevant field and four years of experience in a related area or an equivalent combination of education and experience.

Physical Requirements

Demonstrated ability to lift 50 lbs; walk stairs; and walk around campus.

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Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

Salary offers are determined by a candidate’s qualifications, experience, skills, and education in relation to the position requirements, along with the role’s grade profile and current internal and external market conditions.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.