Manager of Student Life Operations

High Point University’ s Manager of Student Life Operations provides HPU students, faculty, staff and families with first-class customer service by identifying solutions to issues of any kind. This position provides operational management as an integral member of the Office of Student Life front desk and delegates tasks to ensure timeline completion as necessary. The Office of Student Life strives to model the value of service by improving the lives of the HPU family as a single source of knowledge for student life, engagement and residential living information.

QUALIFICATIONS:

Education

• Required: Bachelor' s Degree.

Experience and Training

• 2 to 4 years of customer service experience in a professional setting required.
• Knowledge of HPU and understanding of the university’s culture required.
• Significant computer knowledge and proficiency with Microsoft Suite.
• Knowledge of WordPress, Google Suite, Maxient, StarRez, Datatel/Colleague is desired.
• Management or supervisory experience preferred.
• Previous work in a college and/or university setting preferred.
• General familiarity with social media platforms.

Knowledge, Skills, Ability:

• Ability to provide unmatched customer service to HPU families, students, faculty and staff.
• Capability to communicate in a positive manner while focusing on details.
• Exceptional customer service, writing, problem solving and interpersonal communication skills.
• Ability to supervise full-time staff, graduate and undergraduate student employees.
• Understanding of professional development and ability to train/coach staff.
• Excellent organization, planning and prioritization skills.
• Great attention to detail and resourcefulness with a figure-it-out mentality.
• Ability to multitask and work with a sense of urgency while maintaining composure and professionalism.
• Solution-oriented and positive attitude required.
• Occasional work on some evenings and/or weekends.

ESSENTIAL FUNCTIONS:

• Delivers the HPU experience and reinforces best practices developed by the Vice President and Student Life Leadership Team to run a “front of house” operation that includes open internal communication and consistent responses when assisting phone call, email, social media and walk-up guests.
• Provides extraordinary customer service assisting members of the HPU Family in identifying timely solutions of any kind.
• Serves as the facility manager for the Office of Student Life suite and Slane Center third floor.
• Collaborates with office stakeholders to collect accurate information, maintains an up-to-date internal knowledge base, and shares updates with the front desk team to ensure everyone is set up for success.
• Maintains awareness of all important university dates, major deadlines, and upcoming events.
• Collaborates with various departments to ensure a positive and quick resolution to issues and concerns.
• Supports Vice President with daily management of front of house team to include training, coaching, disciplining, scheduling, delegating tasks/responsibilities and ensuring completion of assignments. 
• Writes schedules and oversees coverage for full-time staff, graduate and undergraduate student employees of the front desk.
• Recruits, hires, and supervises all undergraduate and graduate office assistant staff to ensure they are delivering accurate and efficient service to students, parents and other stakeholders.
• Manages prioritization and delegation of daily tasks to include appointment scheduling, returning voicemails/emails, travel card reconciliations, supply ordering, etc.
• Oversees record keeping process and ensure routine updates are completed.
• Assists with maintaining and updating departmental webpages for the Office of Student Life.
• Ensures the daily maintenance of office equipment, inventory and approved supply orders for the department as needed and within budget.
• Manages a clean and organized reception area and office suite area.
• Reinforces communication tracking systems are adhered to and implemented daily.
• Assists the office with submitting and maintaining a record of work orders, IT service tickets, catering requests, room reservations, etc. to support office-wide needs.
• Collaborates and assists with administrative tasks associated with key departmental initiatives.
• May assist with managing the Office of Student Life social media account(s).
• Other duties as assigned.

ACCOUNTABILITY:

• Represents the HPU experience and brand as the first point of contact to the HPU family on behalf of the Office of Student Life.
• Maintains and up-to-date knowledge of the university calendar, important deadlines, departmental communication campaigns, and university resources.
• Recognizes sensitive internal information and exercises complete discretion when assisting in private matters.
• Directly manages full-time staff (Coordinator of Student Life Operations), graduate and undergraduate student employees.
• Able to work under limited supervision at times.

For more information about this position, please contact Gwenn Noel, Vice President of Student Life at [email protected]