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About the Role

The Lead Housing Operations Specialist independently administers and coordinates complex housing operations and residential licensing programs for Employee & Family Housing. This role serves as the operational lead, providing advanced program administration, operational leadership, strategic planning, and lead work direction to support housing operations, occupancy management, resident services, regulatory compliance, and continuous process improvement.

Responsibilities

Independently administer and coordinate complex housing operations for Employee & Family Housing.
Lead daily housing operations and coordinate cross-functional workflows supporting resident services, resident account administration, and operational continuity.
Develop, implement, and continuously improve housing operational procedures, workflows, and service standards.
Analyze housing operations, occupancy trends, workflow efficiency, resident satisfaction, and service delivery to identify operational improvements.
Develop recommendations supporting strategic occupancy planning, housing utilization, and operational effectiveness.
Represent Employee & Family Housing on university committees, cross-functional workgroups, and special projects.
Coordinate operational responses during emergencies, housing crises, evacuations, and other critical incidents.
Serve as the departmental subject matter expert regarding licensing operations, housing policies, and operational best practices.
Provide lead work direction to administrative staff, and student employees.
Assign work priorities, coordinate workflow, monitor work progress, quality, and completion, and ensure timely completion of operational responsibilities.
Develop standardized operating procedures and quality assurance standards for licensing transactions and resident records.
Review housing transactions, resident files, licensing agreements, and operational processes to ensure consistency, accuracy, compliance, and customer service excellence.
Design, coordinate, and facilitate onboarding, cross-training, and continuing education for staff.
Assist management with recruitment, onboarding, and operational planning.
Oversee residential licensing and occupancy administration, including application review, waitlist management, licensing documentation, occupancy assignments, transfers, renewals, move-in/move-out coordination, exceptions, and vacancy management.
Review and resolve complex licensing transactions within established policies and procedures.
Resolve escalated resident concerns, occupancy disputes, eligibility issues, and licensing exceptions.
Coordinate resident communications regarding licensing policies, occupancy changes, and operational procedures.
Monitor occupancy levels, turnover trends, renewal rates, and housing demand.
Develop resident retention strategies that improve occupancy and customer satisfaction.
Collaborate with Facilities to coordinate unit turnover schedules and maximize occupancy.
Interpret and apply federal, state, and local housing regulations, Fair Housing laws, ADA requirements, landlord-tenant regulations, licensing agreements, and CSU policies.
Recommend revisions to departmental policies, operational procedures, and business practices.
Monitor compliance through operational audits, quality reviews, and documentation standards.
Develop and monitor operational performance indicators including occupancy rates, licensing timelines, transaction accuracy, customer service metrics, and workflow efficiency.
Prepare executive reports, dashboards, and operational analyses supporting leadership decision-making.
Collaborate with Financial Services regarding occupancy revenue, billing, refunds, receivables, and financial reconciliation.
Identify operational efficiencies supporting revenue optimization and responsible resource management.
Coordinate with Risk Management, Public Safety, Facilities, and university leadership regarding operational issues.
Serve as departmental subject matter expert for housing management systems and licensing technologies.
Participate in system implementation, testing, upgrades, and workflow improvements.
Recommend technology enhancements supporting operational efficiency and improved customer service.
Lead continuous improvement initiatives utilizing data analysis and operational assessment methodologies.

Requirements

Thorough and advanced knowledge and understanding of housing operations in order to build and maintain sound policies, processes, and procedures in order to provide excellent services to a diverse campus community.
Demonstrated competence in independently applying advanced judgment to resolve difficult and complex problems and issues.
Thorough and advanced knowledge and skill in applying and interpreting applicable regulations, standards, and guidelines. Ability to make recommendations for changes based on interpretations and principles of professional practices.
Advanced analytical and organizational skills to organize, prioritize, and oversee housing operations, and successfully complete special projects within time and budget constraints.
Advanced communication and interpersonal skills, including political acumen to build partnerships and communicate effectively across all employee groups (e.g. faculty, campus and system leadership, administrative staff) in a diverse environment. Ability to effectively present ideas and training.
Advanced knowledge of higher education housing operations and management current best practices.
Equivalent to a bachelor's degree in a related field and four years of relevant experience. Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis. An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.
Valid California's Driver's License
Ability to obtain authorization to drive on State Business
Successful completion of a background check.
Ability to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

Skills

Housing operations
Policy development
Process improvement
Customer service
Problem-solving
Regulatory interpretation
Strategic planning
Occupancy management
Licensing administration
Communication
Interpersonal skills
Data analysis
Housing management systems
Technology implementation
Quality assurance
Financial reconciliation
Emergency response coordination

Location

San Francisco, CA

Work Type

Full-Time
On-site

Experience Level

Lead
4 years of relevant experience

Education Level

Bachelor's degree in a related field

Salary/Compensations

$60,948.00–$75,780.00 annually

Benefits

Medical
Dental
Vision
Pension
401k
Healthcare Savings Account
Life Insurance
Disability Insurance
Vacation
Sick Leave
State Holidays
Fee Waiver program

About the Company

San Francisco State University is a 100% Smoke/Vapor-Free Campus.
The university is committed to providing employees with a comprehensive program that rewards efforts.
CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception.
All work is expected to be performed in the state of California.

Equal Opportunity

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status.
Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.
Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised.
Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.