Director, Resident Services

Position Summary

The Director, Resident Services is a key senior leadership position responsible for overseeing and managing the strategic planning and execution of the organization’s residential services functions to maximize occupancy, deliver high-quality services to Residents, and optimize operational effectiveness and customer satisfaction. The Director partners with the Executive Director, Board of Directors, and the team to advance the organization’s mission-focused work, vision, and strategic goals.  This position supervises one Senior Associate, Resident Services, oversees the Ambassador Fellows Program, and collaborates closely with the Director, External Affairs to engage local alumni and contribute to building a strong alumni pipeline.

Position Title:  Director, Resident Services
Department:  Resident Services
Reports To:  Executive Director

FLSA Status:  Exempt, Full-Time
Deadline: Applications will be reviewed on a rolling basis until the position is filled.

Download link: Job Description – Director, Resident Services

Essential Responsibilities & Duties

Resident Services & Stakeholder Engagement

• Lead, monitor, implement, evaluate, and report on the organization’s resident life cycle and operations to ensure excellent service delivery.
• Develop and implement a Strategic Enrollment Management Plan to recruit the highest-caliber Residents and build iterations of inclusive and understanding communities to drive the mission forward and make an impact.
• Provide strategic leadership and direction to the Resident Services team to foster a positive and collaborative work environment.
• Develop and implement programs and activities that enhance Resident engagement and satisfaction, ensuring a memorable experience that fosters long-term loyalty to the mission and organization.
• Oversee the planning and delivery of Resident services, including Sunday Suppers, Orientation, the Ambassador Fellows Program, Quality Assurance Program, and support areas while driving continuous improvement and innovation.  
• Ensure the timely resolution of Residents’ concerns and issues.
• Collaborate with the Director, External Affairs to engage local alumni and develop Resident transition plans and alumni engagement touchpoints post-residency to ensure a sustained relationship with the organization.
• Develop and execute strategies that encourage current Residents to maintain long-term ties to the organization, fostering a robust and engaged alumni network.

Operations

• Lead the day-to-day operations, including staffing of Residential Services, best practices, budgeting, and resource allocation.
• Oversee and manage the Admissions and room assignments and coordinate check-in/check-out/room changes preparations, repairs, and inventory management with the Operations Team.
• Oversee Life Safety initiatives, ensuring compliance with fire safety, emergency preparedness, and building security protocols through regular training, drills, and policy enforcement.
• Lead partnership development efforts and manage partnerships to maximize occupancy purposes in alignment with the Strategic Enrollment Management Plan.
• Oversees the personal and professional development of the Resident Community and generates leadership development opportunities for Resident leaders (Head Fellow and Ambassador Fellows).
• Monitor and evaluate operational performance while identifying improvement opportunities and proposing, planning, and implementing solutions.
• Ensure compliance with House rules and policies and adherence to security rules for Residents, staff, and visitors.
• Partners with the Operations Team, particularly the Facilities team and Food Program Contractor, to ensure the delivery of services to customer satisfaction.
• Work with External Affairs to develop and promote alumni engagement opportunities that encourage ongoing contributions to the House’s mission.

Financial Management

• Monitor and report on room and board and partnership income and expenses.
• Manage and report on Scholarship funds and programs.
• Manage Resident-focused grant expense reporting and Resident Services inventory.
• Audit room and board payments from Residents and operational expenditures to ensure the accuracy of charges and accounts.
• Monitor the department’s financial performance and provide regular updates to the Executive Director.
• Collaborate in preparing, monitoring, and reporting institutional budgets, specifically, the annual income and expenditures budget of resident services and operations.

Strategic Leadership & Team Development

• Collaborate with the Executive Director and Board of Directors to set strategic priorities and enhance Resident Services and Operations efforts for organizational growth.
• Develop, deploy, and monitor a system for tracking Resident satisfaction and engagement metrics to improve retention and future recruitment.
• Hire, manage, train, coach, and develop a high-performing team, providing guidance and support to achieve programmatic and operational goals.
• Conduct performance reviews and provide continuous feedback and professional development support to staff.
• Develop strategies that strengthen Resident loyalty to the organization, cultivating an alumni network that supports engagement, fundraising, and mentorship efforts.
• Identify areas of collaboration with other departments, particularly External Affairs and Operations, to improve overall service delivery and mission impact.
• Perform other duties as assigned.

Qualifications & Skills

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Must have a passion for the mission, high ethical standards, and a commitment to a diverse and inclusive community. A strong understanding of non-profit and/or higher education management, resident services best practices, and demonstrated experience with managing resident life services and operations are required.

The following skills are essential for the position:

• Excellent communication, interpersonal, time management, smart problem-solving, analytical, and organizational skills with exceptional attention to detail are required.
• Proficiency in Microsoft Office, CRM systems (Salesforce preferred), and cloud-based technologies.
• Results-driven, self-motivated, ability to manage multiple projects, with a creative and innovative mindset in developing strategies to engage stakeholders.
• Demonstrated project management skills, professional demeanor, stakeholder relationship management, negotiation, persuasiveness, and diplomacy skills.
• An ability to navigate in a complex environment while building meaningful relationships with stakeholders.
• Strong customer service mindset with the ability to troubleshoot issues, adapt to changing schedules, and manage operational challenges efficiently.
• Experience with data management, tracking resident engagement, and analyzing performance metrics to drive decision-making.
• Knowledge of compliance and regulatory requirements related to housing, life safety, and nonprofit management.
• Experience developing and executing engagement strategies that foster long-term relationships with the organization.

Education & Experience

• A Bachelor’s degree in Higher Education Administration, Education, Business or Public Administration, Nonprofit Management, Hospitality Management, or a related field of study is required; an advanced degree is preferred.
• Minimum of five to eight years of experience in higher education, non-profit, resident services, property management, housing, or related industry.
• Demonstrated experience managing budgets and financial reporting.
• Experience overseeing information technology, human resources, and compliance functions within a nonprofit or residential services environment is preferred.
• Bilingual proficiency (speaking and writing) in Spanish is preferred but not required.

Working Conditions & Physical Requirements

International Student House considers reasonable accommodation measures may be necessary for eligible employees to perform the essential functions of the job.

• Reasonable accommodation that does not cause an undue hardship on the organization may be made to enable individuals with disabilities to perform essential functions, as long as that would not hinder or prevent performance or create a safety concern.
• The primary functions are lifting, walking, carrying items up to 10 lbs., stooping, kneeling, bending, crouching, and other physically engaged movements.
• Additional functions performed are sitting, working a computer keyboard that involves writing and hand movements.
• Occasional travel may be required for meetings and events.
• May be required to work weekends, holidays, and/or evenings.
• The primary work location is in-person in Washington, DC.
• Competitive annual salary between $80,000 and $85,000 based on experience, plus a comprehensive benefits package.
• The comprehensive benefits package includes health insurance, retirement plan matching contributions, and paid time off.

This position description is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While it is intended to accurately reflect the current job, management reserves the right to revise the position or require other or different tasks to be performed as assigned.

International Student House of Washington, DC, is an Equal Opportunity Employer committed to a work environment free from discrimination and harassment in any form. It is International Student House’s policy to comply with all applicable laws that provide equal opportunity in employment for all people and to prohibit unlawful discrimination in employment.

About the International Student House of Washington, DC

International Student House of Washington, DC, is an 89-year-old non-profit organization that fosters intercultural dialogue, life-long connections, and global citizenship by providing an exceptional residential experience to a highly diversified international community of graduate students, interns, and visiting scholars.  Located in the dynamic and vibrant Dupont Circle neighborhood of Washington, DC, the turn-of-the-century Tudor-style mansion offers elegant common spaces for study, relaxation, and social interaction among the resident scholars.  The House is a home away from home where approximately 100 residents live, work, and dine together in a safe and supportive environment.  Over 15,500 individuals from more than 140 countries, including the United States, have passed through the doors of the International Student House since its founding.

Updated: 02/24/2025