ABOUT STANFORD UNIVERSITY AND RESIDENTIAL & DINING ENTERPRISES:

Stanford University, located between San Francisco and San Jose in the heart of California’s Silicon Valley, is one of the world’s leading teaching and research universities. Since its opening in 1891, Stanford has been dedicated to finding solutions to big challenges and to preparing students for leadership in a complex world.
Residential & Dining Enterprises (R&DE), the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing high-quality services to students and other members of the university community. The department has an annual operating budget of over $350M, operates 24/7/365, and oversees a $3B asset portfolio comprising a 7 million sq. ft. physical plant across the campus. In autumn quarter of the 2021-22 academic year, R&DE will return to providing housing for over 13,000 students and dependents, serving meals at 17 dining halls, 12 retail locations, and operating athletic concessions and conference operations. Additionally, R&DE comprises 900 FTE staff in the following divisions: Student Housing Operations, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, Maintenance Operations and Capital Projects, and a team of R&DE strategic business partners: Finance & Administration, Information Technology, Human Resources, and Strategic Communications.
“Students (Customers) First” is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day. In R&DE,“Excellence is defined by aligning our strategic goals and performance with our vision.”
This role is designated as essential and requires incumbents to report to work onsite. Telecommuting is not available for this role.

MINIMUM REQUIREMENTS:

Education & Experience:
Bachelor’s degree and three years of relevant experience, or combination of education and relevant experience.

Knowledge, Skills and Abilities:

• Strong communication skills to communicate information clearly and effectively to internal and external audiences, client groups, and management.
• Advanced analysis and problem-solving skills.
• Advanced computer skills, including experience with Microsoft Office Suite.
• Advanced customer service skills.
• Relevant computer systems/technology experience.
• Understanding of financial transactions.
• Ability to ensure and apply compliance with legal, financial, and university policies and external regulations.

Certifications and Licenses:
None

PHYSICAL REQUIREMENTS*:

• Frequently sit, perform desk-based computer tasks.
• Occasionally stand, walk, twist, use fine manipulation, grasp, use a telephone, write by hand, sort and file paperwork, lift, carry, push, and pull objects that weigh up to 10 pounds.
• 
  
• Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

JOB PURPOSE:

Administer, implement, and interpret university and department policies and procedures on issues regarding admission, financial aid, housing, registrar services, visa services, student life, advising, career counseling and academic services. Identify, clarify, and resolve highly visible or complex issues with substantial significance and impact that may span multiple areas, using advanced technical and professional knowledge requiring independent judgment.

CORE DUTIES*:

• Administer an area or program in student services, evaluate and recommend decisions on program eligibility. Review decisions recommended by other staff.
• Collaborate with others to help resolve program issues and concerns, interpret policies, and mediate complex and sensitive issues.
• Resolve multi-dimensional matters in response to students in crisis, at risk, or who have other program issues, counsel students and parents on sensitive and confidential issues.
• Provide guidance and counsel, oversee, and develop a wide range of programs and services, analyze effectiveness, and make recommendations for future programs.
• Reconcile complex issues; analyze diverse transactions from multiple sources.
• Summarize data from multiple sources, prepare management reports and presentations.
• Identify and evaluate data needs, manage the implementation and development of technology.
• Develop and Implement plans for outreach efforts, develop and maintain external community and university liaison represent department and university at meetings and events.
• Provide advice to students on a range of issues, including, but not limited to, academic progress, academic program policies, career plans, accessibility, community standards, etc., in order to assist them in making appropriate choices and decisions.
• Apprise students of research, fellowship, and scholarship opportunities, make recommendations, and may award grants.
• Serve as a subject matter expert to other departments; represent unit/department.
• Lead, create and contribute to development of business practices and organizational change to improve processes and workflow.
• May oversee, analyze, and assist in financial processes and development of budgets.
• Serve as a key member of university wide teams and projects.
• May train and supervise other staff, volunteers, and temporary workers.
• May represent Stanford at public events, such as fairs, athletic events, and registrations, greet and serve as a resource on unit and general inquiries.
• Apply knowledge, expertise, and experience to resolve issues in a timely fashion, including those that are ambiguous and/or sensitive.
• Ability to promote diversity, multiculturalism, and inclusion in the execution of role.
• Successfully combine hard (e.g., technical knowledge, critical and analytical thinking, problem solving) and soft skills (e.g., people skills, communication, such as active listening, interpersonal and intrapersonal relationship, teamwork, emotional intelligence, collaboration/conflict management) to meet position requirements.
• Demonstrates a wide range of people (or soft skills) to build and sustain respectful and collaborative relationships/networks, internal and external to R&DE.
• Demonstrates effective emotional intelligence, especially in situations with time constraints.
• Track trending issues raised by students and proactively prepare communications to address such issues before they escalate.