Columbia University Facilities & Operations · 4 weeks ago
Associate Director, Management Operations
New York, NY
Full-time
Onsite
Senior Level, Lead/Staff
$145K/yr - $150K/yr
5+ years expColumbia University Facilities & Operations is seeking an Associate Director, Management Operations to oversee critical central services for student residents and collaborate with various departments. The role involves managing a Hospitality Desk team, ensuring superior customer service, and responding to emergencies while developing strategic goals for the team.
Higher Education
Responsibilities
Manage and Lead a 24-hour Hospitality Desk management team and supervise the Customer Service Center, to ensure superior customer service to approximately 5800 students living in 39 residence halls and brownstones within undergraduate housing. Ensures that students will receive timely and appropriate information and responses to problems that arise in their living environments. This includes monitoring maintenance requests to verify that they are routed quickly and efficiently to Facilities when appropriate. Responsible for all special services provided by the Hospitality Desk. Reviews services regularly and recommends new services to provide additional Customer Service to students
Supervises work activities of the Manager, Associate and Assistant Managers of the twenty-four-hour Hospitality Desk with emphasis on excellent customer service. Sets a high standard for Customer Service among all Hospitality Desk employees. Develops and implements improvements in Hospitality Desk procedures as required. Maintains and updates the Policies and Procedures manual and intranet regularly to provide all necessary information for Hospitality Desk staff to includes building and mechanical information, and emergency response procedures. Develops standards and maintains continuous training programs for the Hospitality Desk Staff
Responds to emergency situations, facility or student-related at all times including evenings, weekends and holidays. In the absence of the other Senior team members assumes responsibilities for all areas under the supervision of that position. The Associate Director notifies appropriate personnel and follows directions
First responder to Fire Alarms. Oversees first line of response to crisis and emergencies in the residence halls and responds in person as necessary. Works with Public Safety and Fire Safety to monitor Security and Fire Safety concerns within the buildings. Oversees response to fire alarms including training and directing staff to respond properly. Reports emergencies and building problems to Public Safety, Fire Safety, and/or Facilities and follows directives for response when appropriate
Develops strategic goals for the team. Enforces systems, policies, procedures, and productivity standards. Schedules and maintains regular staff meetings and ensures Hospitality Desk staff are professional, and service-oriented at all times. Supervise and oversee the daily work activities for staff. Responsible for the recruitment selection, training, career development and implementation of strategic goals for the team. Trains and supervises all staff working at the Hospitality Desk (full-time staff, casual staff, and student employees) in proper collection procedures for cash, credit cards, checks and Flex accounts
Collaborates with the other members of the Housing Senior team to support the department’s plans to attain the financial, operational and housing team goals while also reinforcing Columbia Housing’s and Campus Services’ Vision and Values. Works as an effective member of the Housing Senior team to organize and implement all major Housing events, including Check In, Check Out, Room Selection, and summer programs to ensure seamless workflow and optimal service to resident students, guests, and their families
Works with departmental Human Resources to enhance staff performance through professional development activities, the development of clearly stated objectives, and the use of training and performance appraisal mechanisms. Act as a liaison in partnership with CUFO Human Resources staff to the bargaining unit leadership
Interacts effectively and diplomatically with the University community, including staff, management, campus departments, student organizations, parents, and the general public. Develops relationships with people from various areas of the University to maintain effective processes and a customer-friendly environment
Manages special projects and peak events such as Check In and Out and other duties as assigned
Qualification
Required
Bachelor's degree required
Minimum 5-7 years of related experience required. Strong preference for experience in management, facilities, student affairs, or hospitality
Requires strong supervisory experience with demonstrated ability to work independently, managing conflicting priorities, and meet deadlines
Requires experience with Microsoft Office Suite; Familiarity with StarRez Housing System, and Student Information Systems preferred
Must possess strong written and oral communication skills, attention to detail, and have a demonstrated ability to develop student relations
Strong organizational skills with ability to create efficient systems particularly utilizing data analysis
Ability to manage high-volume workload and manage concurrent projects, while working with multiple stakeholders and as part of a team
This position is considered essential and may be required to report or stay on campus in the event of emergency or closure
Position typically involves moderate physical activities including ability to perform manual work such as lifting, bending, pulling as well as travel across campus during extreme temperature and/or during inclement weather
Preferred
Master's degree preferred
Company
Columbia University Facilities & Operations
Columbia University Facilities and Operations is the largest administrative department at the University.
1001-5000 employees
H1B Sponsorship
Columbia University Facilities & Operations has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (433)
2024 (353)
2023 (333)
2022 (370)
2021 (283)
2020 (221)
Funding
Current Stage
Late StageLeadership Team
Peter Michaelides
Chief Financial Officer / Vice President of Finance and Administration
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