*Housing Customer Relations Manager (Project Management)

Responsible for the day-to-day operations of the front office within the Housing and Residence Life department, this includes in delivering exceptional customer service to students, faculty, and staff, while supervising the professional administrative staff and student assistants. The Housing Customer Relations Manager will also collaborate across teams to support the communication and marketing efforts of Housing and Residence Life, assist with recruitment efforts, and ensure the efficient functioning of the office environment.

Duties include but are not limited to:

• Oversees the daily operations of the front office, providing expert customer service and support to students, faculty, and staff. This includes planning and operational activities within the Housing office.
• Supervises professional administrative staff members responsible for the front office and student assistants.
• Provides leadership, training, and guidance on customer service standards and best practices, ensuring consistent and high-quality service, as well as accurate documentation.
• Ensures timely resolutions of all customer inquiries in accordance with departmental, university policies, and relevant state/federal laws.
• Escalates issues as needed to appropriate staff.
• Fosters and maintains a culture of care within the front office, ensuring a welcoming and supportive environment for students, faculty, and staff.
• Composes and distributes informational and promotional communications to residents in collaboration with the Occupancy Management and Systems teams using department software.
• Collaborates with Housing and Food Services Marketing and Communications teams to develop, update, and maintain website content, presentations, marketing materials, and social media posts.
• Creates and implements communication plans to deliver key Housing information to current and prospective students, ensuring messages are clear, consistent, and informative.
• Works closely with the Office of Admissions and Recruitment on communication efforts for prospective students, including marketing strategies, virtual tours, and presentations.
• Monitors and manages the Housing and Food Services main email account, responding promptly and professionally to all customer inquiries while ensuring compliance with policies and procedures.
• Represents Housing and Residence Life at university recruitment events both on and off-campus
• Assists with the planning and execution of housing-related events, such as tours, information sessions and assists with new student orientations, providing key housing information and answering questions.
• Collects and analyzes department data, such as call logs, surveys, and feedback, to drive continuous improvement
• Assists the Occupancy Management team with contract and assignment management using department software as needed.
• Performs additional tasks and responsibilities as required to meet departmental goals and objectives.

Required Education and Experience: Bachelor's Degree, AND: 

• 5 years of experience in customer service, front office management, or related field. 

Equivalency/Substitution: A combination of education & related experience can be considered in lieu of degree. A one-to-one ratio is used to determine the number of years of experience required in place of a degree.

Skills:

•  Excellent time management skills with a proven ability to meet deadlines.
  
• Ability to function well in a high-paced and at times stressful environment.
  
• Leadership skills with the ability to supervise, train, and motivate a team.
  
• Strong verbal and written communication skills with the ability to interact effectively with a diverse group of students, faculty, and staff.
  
• Proficiency in using office software (e.g., Microsoft Office Suite)
  
• Excellent organizational skills and the ability to manage multiple tasks and projects simultaneously
  
• Strong problem-solving abilities and the capacity to address customer inquiries and concerns with empathy and professionalism.
  
• General knowledge of university policies, procedures, and state/federal regulations related to housing.
  
• Ability to work under pressure and remain calm and professional is important.
  
• Ability to travel for recruitment events and off-campus activities, including open houses, tours, and other university-related events.
  

Advertised Physical Requirements:

• Ability to perform tasks that may require standing or sitting for extended periods of time. Ability to lift and carry materials or supplies related to office operations or event planning (up to 25 pounds). Primarily operates in an office environment. Occasional evening or weekend hours required for university events, tours, and recruitment activities.  May require occasional visits to housing facilities and student residences. 

Department Preferences:

• Previous experience in large-volume housing assignment position
• Professional experience in writing procedures
• Professional experience in writing organizational or departmental emails for an audience of 500+
• Supervision and development of student staff and full-time staff

Supervision: Reports to the Director of Housing. 

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.