Operation Manager, Student Success Solutions- Utah Global

About Us

Utah Global is a partnership between the University of Utah and Shorelight. In support of the University’s strategic plan of bringing the world to the USA and Utah Global to the world, the mission of the program is to immerse first-year international students in the academic and cultural life of the university, help them integrate into campus life, and provide the support that increases their academic successes and likelihood of obtaining their degrees at the University of Utah.

Job Overview

The Operations Manager, Marketplace (OMM) promotes and manages all non-academic products and services offered through Utah Global, which includes but is not limited to student housing and accommodations, dining plans, insurance, affiliate vendor services, and living essentials catered to international students enrolled in International Accelerator Programs while also developing new business opportunities to drive growth. The OMM designs and maintains complex, dynamic data systems that track and report all products and services offered, especially housing rosters, occupancy reports, and housing waivers, therefore strong data management skills are essential. He/She/They owns the financial performance, marketing associated with the products, and the student satisfaction for Shorelight Marketplace. This role reports to the Managing Director and manages student workers who live in residential communities (Resident Assistants).

The OMM is an energetic team player who takes initiative and has excellent oral and written communication skills. Exceptional sales and customer service skills with proven negotiation abilities are critical. He/She/They is a skilled problem solver who demonstrates tact, patience, and diplomacy, particularly with non-native English speakers. The OMM is innovative and customer-focused with an entrepreneurial mindset. He/She/They is organized, comfortable multitasking, adjusts quickly to shifting priorities, and has a strong attention to detail.

Essential Functions

Ancillary Services Management

• Lead pre-arrival process to ensure ancillary program assignments are prepared, including but not limited to booking and confirming arrival reservations, making housing assignments, and executing room set-up lists
• Manage a growing portfolio of products and support the implementation of new products
• Develop and manage a dynamic system to oversee regular housing inspection schedules and follow-up on remediation as necessary through third-party vendor networks
• Liaise with the Student Services Team and Resident Assistants on the orientation/intake process, planning engagement activities at housing locations, resident verifications, room checks, and intervention

Facilities Management

• Oversee third-party property management services to assure execution of items escalated for remediation; conducting follow up as needed
• Lead the formulation and maintenance of housing policies and procedures, which may include eligibility, lease agreements, petitions, emergency or temporary housing, and riders to leases
• Create and maintain a resident handbook that aligns with the university’s Code of Conduct

People Management

• Recruit, develop, and retain team members to ensure productivity and engagement
• Engage in talent management activities such as goal setting, performance evaluations, stay interviews, development planning, and ongoing feedback to develop team members and achieve organizational goals
• Provide coaching, counseling, and corrective action (when necessary) to team members
• Foster a culture that reflects Shorelight’s values

Security

• Comply with Shorelight Written Information Security Policy, and all other Shorelight Information Security Policies and Procedures
• Take responsibility for any Shorelight assets assigned to you
• Promptly report any security events, incidents or weaknesses to Shorelight Security

Minimum Qualifications

• Bachelor’s degree or Associate’s degree + 2 years related work experience or 4+ years related work experience
• 3+ years’ experience with new product implementation and promotion for internal and external customers
• Demonstrated advanced knowledge of the Microsoft Office Suite, particularly Excel
• Eligibility to work in the United States without sponsorship

Preferred Qualifications

• Master’s degree in Business Administration, Higher Education Administration, Hospitality Management, or related field
• 3+ years’ experience working in Hospitality Operations Management or in a university-based international student pathway program or experience working in lease administration, portfolio management, or property management
• Experience working successfully with non-native speakers of English
• Experience working with Salesforce or other CRM software to produce reports and maintain accurate data

Application Process

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required – Education, Criminal, Identity

Utah Global is an Equal Opportunity Employer.

Apply Here: https://www.click2apply.net/XRkX7WiVJVLM7Iq6DtelmP

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