As a senior director of SCADcares, a branch of SCADhome — the university's hub for residence life and housing — you will provide exceptional hospitality, connect students and families with university resources, and lead intentional, proactive outreach strategies to strengthen student belonging, affinity, success, and retention.

To support the department, you’ll:

• Oversee day-to-day responsibilities of concierge staff and student peer guides
• Manage Salesforce or a related CRM to track outreach
• Develop training and materials, and provide ongoing training and support to keep staff and peer guides up to date on all SCAD events and resources
• Provides staff/peer guides with reports for proactive outreach
• Develops reports to track productivity and provides weekly/quarterly updates to the direct supervisor

As a senior director, you’ll:

• Develop specific goals and outcomes and assess the results
• Meet with leadership and directors across SCAD and partner with relevant university departments to prepare fact sheets
• Escalate issues to management as needed;
• Partner with executive and university social media to identify affinity opportunities
• Occasionally lead workshops on various topics to support student engagement and participation

Strong candidates demonstrate:

• Exceptional leadership, communication, relationship-building, project management, and organizational skills
• An ability to use data, assessments, and key performance indicators to evaluate effectiveness and inform strategic decision-making
• Commitment to exceptional hospitality and service excellence

Minimum qualifications:

• Bachelor’s degree in higher education administration, student affairs, education, organizational leadership, hospitality management, public administration, nonprofit administration, business administration, or a related field
• At least seven years of progressively responsible professional experience in higher education, student success, student affairs, hospitality, guest services, customer experience, case management, enrollment management, or a related field
• Significant experience leading complex programs or service operations, developing strategy, supervising and developing teams, implementing organizational change, and collaborating across departments
• Experience developing strategies for student success, retention, engagement, outreach, hospitality, guest experience, or service excellence
• Experience with employee onboarding, training, coaching, and professional development

Preferred qualifications:

• Master’s degree
• Experience in higher education or in a high-touch hospitality environment, such as hotels, resorts, luxury hospitality, guest services, or other concierge-focused operations
• Experience with CRM, case management, student information, customer relationship management, or service management systems

Certificates, licenses, and registrations:

• Valid driver's license 

Travel required:   

• 20–40% 

Work hours: The university work week is Sunday through Saturday. Most offices are open Monday through Friday from 8:30 a.m. to 5:30 p.m. To accommodate business needs, employees may be assigned to other workdays and/or hours, including weekends and evenings.

ADA tag: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and minimum qualifications listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and/or meet the minimum qualifications.