University of Waterloo

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Manager, Graduate and Student Family Housing

Manager, Graduate and Student Family Housing

Requisition ID 
Job Category  
6465 - Housing & Residence
Job Status 
Temporary Appointment (Contract)
Hiring Range 
$57,834 - $72,293

More information about this job


Term: 2 years


Reporting to the Assistant Director, Student Development and Residence Life, the Manager, Graduate & Student Family Housing is accountable for leading a cross-functional effort to continuously improve the Columbia Lake Village – North (CLV-N) residence operations and experience. The Manager integrates the work of key stakeholders across all department business units and functional areas to understand, assess, and produce recommendations to Housing and Residences’ senior management team which support the department’s vision and priorities. The Manager leads the execution of plans and actions for strategic development of the CLV-N residence community operations and student experience. The ideal candidate will be knowledgeable in university residence business operations, process improvement, graduate student and student family experiences design (academic and social), and has a successful track record of collaboration and leading teams by guiding the coordination and execution of strategic actions.


Lead and facilitate stakeholders with a responsibility for or an interest in the residence experience of graduate students and students with families

  • Ensure communication, knowledge-building, and business process structures are in place to inform and align the work of internal, campus, and external partners.
  • Provide day-to-day management-level support at CLV-N to the full-time, contract and student-staff who work there. Manage performance through formal and informal methods.
  • Lead and coordinate the activities of the CLV-N Operations Committee by acting as chairperson and liaising regularly on behalf of the committee with Housing and Residences’ managers and the department’s senior management team.
  • Lead the ongoing review of CLV-N-specific policies, processes and business systems in order to
  • implement recommendations that improve efficiency
  • Act as primary point of contact for key stakeholders, external partners, department managers and coordinators in order to improve information sharing and the speed of evidence-based decisionmaking.
  • Ensure that concerns regarding CLV-N brought forward by students and/or staff /stakeholders are considered with care, handled judiciously, escalated when appropriate, and resolved or addressed in a timely fashion

Build and maintain strategic relationships

  • Lead regular meetings with managers in Student Development & Residence Life, Housing Occupancy & Marketing Services, Residence Facilities, and Office of the Director of Housing to ensure in-depth knowledge of the entire CLV-N operation inclusive of the roles, responsibilities and interdependencies of the department’s business units. Provide leadership for the ongoing collaboration between these units to improve business processes and student service delivery
  • Be knowledgeable about the opportunities and limitations of the current Public-Private Partnership agreement at CLV-N in order to inform and provide management support for the transition to a new property management service provider. Provide managerial oversight and coordination to ensure responsibilities of stakeholders and service providers are carried out effectively
  • Build positive and purposeful relationships with campus partners including but not limited to: The Graduate Student Association, Graduate Studies and Postdoctoral Affairs, Waterloo International, and the Student Success Office to be well informed of the unique social and academic experiences of these student populations. Together with these partners, identify issues and opportunities in order to develop and execute action plans which enhance the studentand residence experience and positively contribute towards academic retention and success 

Program Research and Development

  • Be knowledgeable and up-to-date on best practices at other institutions and current trends in campus housing for graduate students and students with families
  • Engage CLV-residents in formal (advisory boards, consultative councils, focus groups) and informal (door-knocking, community events) dialogue about their living environment and the factors that contribute to their academic and social development, engagement and success. Ensure department, campus and external stakeholders are knowledgeable about the findings in order to inform which elements of the CLV-N service to continue, what we should start doing, and what we should stop doing
  • Leverage, improve upon and add to current tools and data sources for CLV-N program evaluation and assessment in order to identify opportunities for community enhancements, program/service development, and innovation that aligns with the department’s and the university’s strategic plans
  • Prioritize projects and recommend changes to the department’s senior management team for approval

Strategy development and execution

  • Lead the development of a long-term graduate and student family housing strategy for the purpose of supporting student success needs and assisting the University in the priority areas of graduate
  • student enrolment and internationalization
  • Evaluate the existing public-private partnership agreement at CLV-N and provide recommendations to the Senior Management team in Housing on changes or opportunities that would improve the
  • effectiveness of the partnership, efficiency of the operations and service delivery to residents
  • Prepare and ensure implementation of plans that improve integration of work systems and processes across the department’s business units and the department’s work with campus and external stakeholders

Provide overall leadership to the organization by:

  • Role modeling to promote the execution of strategic actions important to Housing and Residences
  • Work with managers across business units and stakeholder groups to evaluate existing processes and develop new processes at CLV-N in response to departmental strategy and University priorities
  • Develop productive, collaborative working relationships with relevant colleagues, campus partners and external service providers
  • Lead the identification, development and implementation of projects at CLV-N to improve service quality, relationships, stakeholder satisfaction, process timelines, staff capability and performance
  • Lead the process of developing assessment frameworks and outcomes for the purpose of monitoring and analyzing the performance of CLV-N business systems and student experience


  • University degree required; graduate degree or equivalent experience in a related field (campus housing, leadership, student affairs) strongly preferred
  • 5 years’ progressive management experience with demonstrated ability to influence and motivate others. Ideally, experience indirectly managing staff, campus partners or service providers
  • Demonstrated experience in working collaboratively, building consensus and managing sensitivities, perspectives and interests of diverse teams and stakeholder groups in order to execute a strategy is required
  • Experience with program evaluation and planning (assessment, program planning, and research) as it pertains to student and community development (e.g. personal development, academic initiatives, mentorship, advising).
  • Experience taking the initiative to deeply understand the experiences of the population they serve to uncover opportunities for improved service and to ensure standards are being met
  • Experience with fiscal resources and control (budget development and reporting, purchasing, and contracts) is an asset
  • Demonstrated experience facilitating a collaborative process of innovative thinking from problem/opportunity discovery to solution implementation that adds value for residents and for the department
  • Strong written and oral communication and presentation skills. Able to effectively communicate with diverse teams, stakeholder groups, and students in a respectful and professional manner
  • High emotional intelligence is a must; able to build trust, able to identify, empathize with, and work towards resolving conflicting viewpoints and motivations
  • Highly collaborative, adaptable and a strong active listener
  • Proven ability to negotiate with and influence others towards common priorities
  • Positive, energetic, and student-focused
  • Ability to take initiative and to identify opportunities for innovation
  • Familiarity with student behavior and conduct management in a residential environment is an asset
  • Knowledge of/experience working with public/private partnerships and/or specialized campus housing programs is an asset
  • Knowledge of the Residential Tenancies Act
  • Working knowledge in local, provincial and federal polices, acts or bylaws related to housing
  • Knowledge of campus housing facilities management practices is an asset
  • Knowledge of campus housing occupancy practices (contracts/agreements, applications and assignments, trends) is an asset
  • Will require some evening and weekend work (e.g. move-in and move-out processes). Occasional participation in the department’s emergency on-call rotation (approximately 3 to 4 weeks over the course of the year) is required