The Assistant Director of Housing Contracts and Assignments reports to the Director of Housing Operations and Administration and contributes to the development, implementation, and assessment of Cornell’s housing program and residential experience for approximately 9,200 residential students within the Division of Student & Campus Life at Cornell University, which serves a campus of 24,000 students. This position oversees key housing operations, including housing contracts, assignments, and billing processes. The Assistant Director manages all student communication about assignments and the billing process, including the housing selection process, specialty housing, room changes, cancellations, and opening and closing logistics, and oversees all aspects of the exemption process to the live-in requirement for first-and second-year students. Additionally, the role supervises customer service operations across multiple channels, including front desk, walk-in, live-chat, phone, text, and email support, ensuring prompt, high-quality service for students, parents, and campus partners. The Assistant Director leads the hiring, supervision, and professional development of two (2) full-time staff members and several student workers supporting front desk operations. This position also participates in occupancy planning, budget development, tracking, policy adherence, strategic marketing efforts, departmental and divisional committees, liaising with campus partners, and providing after-hours support through an on-call rotation.

Required Qualifications:

• Bachelor’s degree in student affairs, higher education, business administration, or a related field, with at least three (3) years of professional experience or equivalent combination of education and experience. 
• Experience in housing operations or residential life leadership roles in managing housing assignments and billing, occupancy planning, financial management, and operational processes.
• Demonstrated success in managing customer service efforts. 
• Experience with housing management software systems (e.g., StarRez) and other relevant technologies for a comprehensive housing program. 
• Experience with leading and developing teams, including staff recruitment, supervision, and development. 
• Strong project management skills with the capacity to oversee multiple initiatives simultaneously.
• Demonstrated success in building collaborative partnerships with students, parents/families, and campus partners. 
• Demonstrates strong analytical skills and attention to detail, ensuring the integrity and reliability of housing systems and processes.
• Familiar with assessment strategies in housing and residential life, including evaluating program effectiveness, occupancy trends, student satisfaction, and service quality.
• Knowledge of housing policies and the ability to enforce these policies while ensuring a safe and inclusive environment.
• Knowledge of housing and residential life best practices and industry trends.
• Ability to serve on-call and respond to housing operation after-hour issues as needed. 
• Ability to occasionally work nights and Weekends (e.g., Opening, Family Weekend, commencement, trainings, etc.).

Preferred Qualifications:

• Advanced degree in a relevant discipline. 
• Previous experience managing housing operations in a large, complex university setting, especially within an Ivy League, Big Ten, or similarly competitive institution.
• Demonstrated success overseeing and managing StarRez housing management system and other relevant technologies for a comprehensive housing program.
• Experience working with academic partners and live-in faculty.
• Experience working on cross-departmental teams for large university events (e.g., Move-In, Orientation, Commencement) and collaborating with other departments to support university-wide initiatives.
• Experience in developing strategic marketing and communication plans to promote housing options, increase occupancy, and enhance the residential experience.
• Understanding of student development theory and experience implementing services and programs that support student belonging, well-being, and growth within residential communities.