Student Services Manager

at Northwestern University in Evanston, Illinois, United States

Job Description

Job Opening Id: 54307

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%<