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EXEC DIR, RESIDENTIAL STUDENT SERVICES
Job Title: EXEC DIR, RESIDENTIAL STUDENT SERVICES
Job Code: 2339
FLSA: E
Job Level: 16
Revised Date: 03/01/2026
Job Family: JF 28
Occupational Summary
The Executive Director of Residential Student Services provides strategic and operational leadership for Housing Assignments, Campus Office Operations, Housing Communications, Residential Sustainability, as well as oversight of the Duke University Marine Lab (DUML). This position plays a pivotal role in ensuring that student housing processes and residential services processes are student-centered, efficient, and aligned with the goals of QuadEx and Housing and Residence Life's commitment to creating safe and inclusive residential communities. The Executive Director of Residential Student Services will also spearhead efforts to enhance student engagement and understanding of Duke University's residential services, ensuring transparency and a positive residential experience.
Work Performed
Residential Assignments and Services Oversight
Oversee the development and implementation of a comprehensive Residential Student Services program including student housing and occupancy management, service office operations, and residential sustainability initiatives in support of the QuadEx living and learning community model.
Develop, communicate, implement and manage policies and procedures, license agreements and other records required to ensure effective management of student housing processes, expense reporting, residential key management, etc.
Oversee the development and management of the annual housing application and room selection process for new and returning undergraduate, graduate, and professional students. This includes, but is not limited to, housing assignment and application processes for new to Duke students (first-year and transfer students), students returning from study abroad, SDAO/Accessibility requests, Living/Learning Community Assignments, returning students, DKU Housing, and housing for Graduate and Professional Students.
Continually assess goals, targets, and practices to stay abreast of current trends that will benefit the satisfaction, safety, health and well-being of the Duke community to continually ensure Duke Housing is a national leader in high quality customer services.
Lead the coordination and review of housing accommodation needs and requests (e.g., SDAO, ESA Animals, etc.), as well as the development of related processes.
Supervision of Staff
Direct the activities and priorities of the Residential Student Services team, primarily through the direct supervision of 3 Associate Directors, 1 Business Systems Analyst and 1 Assistant Dean of Residence Life.
Direct response protocols for special events and emergencies, such as first-year move-in, year end closing, graduation, and physical plant issues on both Durham and Beaufort campuses.
Oversee all personnel practices including the hiring, onboarding, professional development, training, and performance review of FTEs and student staff.
Establish clear goals and performance metrics for staff and provide regular feedback through performance evaluations, 1:1 meetings, etc.
Foster a collaborative and inclusive work environment that supports the diverse needs of the Duke student population.
Strategic Planning and Forecasting
Compile appropriate statistical data pertaining to the service experience and renewal needs, trends regarding student and family communications, assessment of KPIs, and other data to inform divisional strategy, enrollment management, student outreach, and campus planning.
Ensure optimal occupancy management by tracking and forecasting housing demand, vacancy rates, and future needs. Strategize with campus partners on meeting housing demand based on Duke University's three-year live on requirement.
Utilize data analytics to drive decision-making related to housing assignments, occupancy rates, campus office operations, and student satisfaction with housing application and assignments processes.
Regularly review housing demand and occupancy trends to inform strategic planning and forecasting.
Maintain databases and related records management related to the housing assignment process using RMS/Mercury, Housing Cloud, and other related web-based housing management applications.
Prepare and present regular reports, as needed, on housing operations, occupancy management, and student housing trends.
Ensure compliance with university policies and applicable state and federal regulations, including FERPA and ADA.
Participate in Residential Student Services/Housing and Residence Life strategic planning and on related committees as assigned.
Perform audits to assure accuracy.
Campus Partnerships and Collaboration
Develop and maintain positive working relationships with stakeholders across the university in the housing assignment process, e.g., Residence Education staff, Facilities Planning and Operations, Duke Athletics, Student Disability Services department, FOCUS Program, Time Away Office, Duke Kunshan University, and the Office of Undergraduate Education.
Assure timely and accurate transactions to the Bursar in order to bill student accounts for rent and other charges.
Consult on all real estate transactions and residential housing development projects.
Implement sustainability practices in accordance with the University's Climate Commitment.
Consult with Vice President/Vice Provost and Associate Vice President for Resource Planning & Administration regularly to align master planning, university values, and financial capacity.
Develop and implement an effective communication plan that assures assigned staff, residents, and other constituents are informed of major student housing processes, offered residential services, residential service impacts, and related efforts that impact residential operations.
Serve as the primary point of contact for housing inquiries from students, parents, and university stakeholders, providing excellent customer service.
Collaborate with the Facilities Planning and Operations and Residential Education teams to ensure accurate and up-to-date information on room availability, student needs, and maintenance issues.
Represent the department on divisional committees and duties, including: Capital Project stakeholder meetings, summer operations committees, procurement working groups, business development/vendor interviews, and the Emergency Preparedness steering committee.
Other
Perform related duties as assigned or required to meet departmental, Division and University goals and objectives, as assigned by their Supervisor, Director, or respective designees.
Required Qualifications at this Level
Education/Training
Work requires analytical, organizational and communication skills generally acquired though completion of a master's degree program.
Experience
5 years directly related work experience with demonstrated history of increasing responsibilities.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Skills
N/A
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, (including pregnancy and pregnancy related conditions), sexual orientation, or military status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
