Department Overview

Join the Residential, Retail and Supply Chain Services (RRSS) team at UC San Diego, a dynamic and innovative campus department dedicated to delivering exceptional service to the university community. As a valued RRSS team member, you will be contributing to a broad and complex organization consisting of five key units: Housing, Dining and Hospitality (HDH), Integrated Procure-to-Pay Solutions (IPPS), the UC San Diego Bookstore, Triton Print & Digital Media, and the Early Childhood Education Center (ECEC). With a focus on innovation and customer satisfaction, RRSS aims to inclusively meet the diverse needs of the UC San Diego community while fostering a sense of belonging for our students and staff.

As a member of the HDH team, you will be part of a self-funded unit with over 900 staff employees, 1,000 student employees, and an annual operating budget of $250 million, providing housing and dining services to over 20,000 students, faculty, staff, and their families. RRSS is proud to promote and create opportunities for greater equity, diversity and inclusiveness within our division.

POSITION DESCRIPTION

Demonstrates a high degree of professionalism and possesses independent judgment, strong organizational skills, and the ability to be flexible as demands and priorities change. Accountable for the administration of both on and off campus outreach events. Represents RRSS and HDH at Campus wide recruitments, outreach and events. Proactively plans, schedules, creates presentations, and meets with campus departments, prospective first year, transfer students, parents, counselors, administrators, community-based organizations, and the general public.

Serves as operations lead in support of frontline service agents (FTE and student staff). Responds to escalated customer questions and requests both in person, via email, Service Now tickets and phone. Plans, presents and organizes logistics and tracking for all campus outreach efforts for current and prospective students (efforts ramp up Summer to early Fall). Leads student staffing program including recruitment, onboarding, training and support. Participates in recruitment, onboarding and training of new full-time staff; serve as operations lead for housing administration team. Functions as a resource to support, train and onboard staff on issues such as addressing escalated customer service problems, and vendor concerns. Collaborates with key departments such as Financial Aid, Admissions, Enrollment Management, Student Financial Services, and Central Cashiers. Partakes in recruitment, on-boarding, training, and performance management in accordance with the Employment Handbook. Determines daily, weekly, and quarterly work schedules and assignments, reviews and approves timecards. Meets regularly with student employees to communicate information on workload, productivity, and current events. Trains and assigns work to new and continuing student employees.

Uses professional concepts to apply organization policies and procedures to oversee a variety of ongoing administrative operational issues. Administers defined operational program. Analyzes and resolves operational problems of moderate scope.

QUALIFICATIONS

• Leadership skills to provide guidance, coaching and mentoring to professional and support staff. Demonstrated experience in personnel management, organizational administration, and strategic planning. Experience in motivational and moral building techniques with ability to create and maintain team spirit and harmony. Demonstrated ability to work with diverse groups and difficult individuals, to participate and cooperate well with others both within and outside of the University, to exercise diplomacy and maintain confidentiality.

• Skills in project management and change management.

• Demonstrated ability to create and implement short-term and long-term strategic communication, presentation, and training plans.

• Ability to write and present concise findings with recommended course of action.

• Ability to use sound judgment in responding to issues and concerns. Ability to analyze information, situations, problems, policies, and procedures, separate problems form symptoms, identify potential solutions, apply solutions, and formulate logical and objective conclusions from fact situations, data and observations to a variety of personnel at various levels.

• Strong communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing. Interpersonal skills including verbal and written communication, active listening, critical thinking, persuasiveness, advising and counseling skills. Ability to speak effectively in public, to present information clearly and concisely and to work effectively with diverse individuals and groups.

• Solid organizational skills and ability to multi-task with demanding timeframes. Strong skills in short-term planning, analysis, problem-solving, and customer service. Demonstrated ability to troubleshoot complex problems with computing devices, peripherals and software. Understanding of and experience troubleshooting issues and actions that can be taken to improve or correct performance. Ability to keep track of multiple smaller projects while working towards a larger goal.

• Working knowledge of common organization-specific and other computer application programs. Experience in incident response and digital forensics, including data collection, examination, and analysis.

• Ability to use discretion and maintain confidentiality. Ability to interact with diverse students, families, and staff with equity and civility.

• Skills include service orientation, ability to multi-task effectively in a varied, high volume environment; uses sound judgment and decision making, critical thinking, creative problem solving, and effective verbal and written communication skills. Extensive experience in customer service and protocols.

SPECIAL CONDITIONS

• Job offer is contingent on clear Background Check

• Must have access to reliable transportation and/or a valid California Driver's License, good driving record and participate in the DMV pull program to drive UC vehicles to various locations on campus.

• Overtime may be required.

Mandated Reporter: This position has been identified as a Mandated Reporter pursuant to the California Child Abuse and Neglect Reporting Act and requires immediate reporting of physical abuse, sexual abuse, emotional abuse, or neglect of anyone under the age of 18. It is the responsibility of the Mandated Reporter to ensure that they obtain proper training in order to fulfill their reporting responsibilities as required by the California Child Abuse and Neglect Reporting Act and University policy, and to complete and submit the required reports to the UC San Diego Police Department without delay.