Student Services Manager

Department: Residential Ops & Services
Salary/Grade: EXS/5

Northwestern University's Residential Services helps build a community environment for students through housing-related services, intentional learning opportunities and residential settings that include residence halls, residential communities, and residential colleges. Learn more about the Residential Services department and the Residential Operations and Services team here: https://www.northwestern.edu/living/

Job Summary:

The Student Services Manager is responsible for the overall day-to-day operations of student-facing service functions for two residential areas within Residential Services. Reporting to the Assistant Director, this position provides leadership and oversight for two residential area desks, one mail and package center, residential access administration, and related service technologies. The Student Services Manager supervises full-time staff and student staff, develops and maintains operational procedures, manages inventory and access control processes, and ensures efficient and customer-focused service delivery for residential students and campus partners. This position plays an integral role in departmental processes including opening, closing, break periods, and summer operations. The Student Services Manager participates in a duty rotation requiring after-hours and weekend responses during the academic year, and this rotation expands to support summer operations.

Working Conditions: May be assigned to work evenings and/or weekends including during on-call duty rotations

Pay Range: The pay range for the Student Services Manager is $56,000-59,161 depending on experience, skills, and internal equity.

Principal Accountabilities:

Administration 25%

• Lead day-to-day operations for student-facing service operations within assigned residential areas, ensuring efficient, consistent, and customer-focused service.
• Develop and maintain operational policies, procedures, and service standards for area desk operations, mail and package centers, and residential access management.
• Manage inventories, equipment, supplies, and other resources necessary to support daily operations and departmental initiatives.
• Oversee building access and credential management processes, ensuring accuracy, security, and compliance with university requirements.
• Coordinate service operations during key housing transitions, including student move-in, move-out, academic break periods, and summer operations.
• Participate in an on-call rotation and respond to after-hours and weekend operational concerns, emergencies, and service disruptions for both academic year and summer operations.

Budgets and Financial 5%

• Manage operational budgets for assigned service areas, ensuring responsible use of departmental resources and alignment with organizational priorities.
• Monitor expenses, reconcile transactions, and maintain accurate financial records in accordance with university policies and procedures.
• Evaluate operational expenses and identify cost-effective solutions that maintain service quality while supporting departmental goals.
• Partner with departmental leadership to plan and allocate resources for move-in, move-out, break periods, and summer operations.

Communication, Outreach, Recruitment 10%

• Develop and implement communication plans that provide students with timely, accurate, and consistent information about services, processes, deadlines, and resources.
• Serve as a primary contact for students, families, campus partners, and external stakeholders regarding residential service operations.
• Create and maintain service communications, including websites, digital content, informational materials, training resources, and operational updates.
• Resolve escalated service concerns and inquiries with professionalism, sound judgment, and a strong commitment to customer service.
• Build and maintain positive working relationships with students, families, and campus partners through effective communication and collaborative problem-solving.

Evaluation 10%

• Establish performance expectations, service standards, and measurable outcomes for residential service operations and staff.
• Regularly assess area desk operations, mail and package centers, building access processes, and related functions to ensure efficiency and service excellence.
• Analyze operational data, customer feedback, and service trends to identify opportunities for improvement and enhance the residential experience.
• Prepare reports and recommendations for departmental leadership based on operational performance and assessment results.

Program Development 10%

• Monitor student needs, industry best practices, and operational trends to identify opportunities for service enhancements and process improvements.
• Lead the development and continuous improvement of operational procedures, workflows, and service standards to ensure consistency and effectiveness.
• Implement new technologies, systems, and service tools that improve operational efficiency and the residential experience.
• Develop training materials, reference guides, and operational resources that support staff success and service consistency.
• Lead and support special projects and departmental initiatives that advance Residential Services goals and improve service delivery.

Regulatory Compliance 5%

• Ensure compliance with university policies and applicable federal, state, and local regulations related to housing operations and student services.
• Oversee mail and package centers to ensure compliance with USPS regulations, university policies, and established operating procedures.
• Promote a safe working environment by communicating workplace safety expectations, emergency procedures, and risk management practices.

Supervision 30%

• Directly supervise and support three full-time staff members through coaching, goal setting, performance feedback, and annual evaluations.
• Oversee the hiring, onboarding, training, scheduling, and supervision of student employees who support residential service operations.
• Conduct regular one-on-one meetings and coaching conversations to support employee growth, engagement, and performance.
• Establish clear expectations and accountability measures for professional and student staff, addressing performance concerns when necessary.
• Manage staffing schedules and operational coverage to ensure reliable service during business hours, evenings, weekends, holidays, academic breaks, and summer periods.
• Lead staff meetings, training programs, and professional development opportunities to strengthen team performance and service quality.

Other duties as assigned 5%

Minimum Qualifications:

• Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience
• 1 year program/project administration or other relevant experience

Minimum Competencies:

• Knowledge and understanding of collegiate student housing
• Strong problem-solving skills in the context of interpersonal and group relations, strong analytical skills, and strong oral communication skills
• Ability to manage information, ongoing correspondence, and scheduling

Preferred Qualifications:

• Experience in higher education, student housing, hospitality, customer service, or residential operations.
• Experience supervising full-time and student employees.
• Experience with access control systems, package management systems, inventory systems, or related technologies.
• Experience developing operational procedures and service standards.

Preferred Competencies:

• Strong supervisory and team leadership skills.
• Excellent interpersonal, customer service, and conflict-resolution skills.
• Strong written and verbal communication skills.
• Ability to analyze operational data and develop recommendations.
• Experience with Microsoft Office applications including Excel.
• Ability to manage multiple priorities in a dynamic operational environment.
• Demonstrated commitment to student-centered service delivery.

Benefits: At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness: Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities and adopt and maintain healthy lifestyles. We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth and Development: Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.