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Position Title:Assistant Director of Assignments & Customer Experience

Job Group:Professional & Scientific

Required Minimum Qualifications:Bachelor’s degree and 5 years of related experience

Preferred Qualifications:Experience in campus housing, occupancy management, property management, or related field.

Experience with crisis intervention and/or front-line response to complex incidents.

Experience managing high-volume, time-bound operational cycles (e.g., housing move-in/move-out, hospitality turnovers, event resets, etc.).

Experience working with campus housing or property management-related software.

Experience supervising both student and professional (non-student) staff.

Job Description:

Are you passionate about shaping the student experience and contributing to their success? Would you enjoy working in a role that combines administrative tasks with meaningful student interaction?

If so, the Department of Residence at Iowa State University is currently seeking applicants for an Assistant Director of Assignments & Customer Experience! This position will be classified as a Manager Programs.

What You'll Do:

+ Lead and supervise staff managing housing assignments, billing, and special accommodations for approximately 11,000 on-campus beds.

+ Train and guide Residence Life, Housing Facilities, and student employees on occupancy management processes.

+ Direct assignments operations, including contracts, room changes, and special population housing (athletes, accessibility needs, etc.)

+ Manage housing transitions, early arrivals, late stays, and occupancy verification processes.

+ Handle first-level housing contract cancellations and appeals.

+ Oversee customer care, ensuring timely and professional responses to student, parent, and public inquiries.

+ Deliver customer service training for staff and student employees.

+ Collaborate with marketing to maintain consistent and accurate communication representing the Department of Residence.

+ Build strong relationships with campus partners and act as a liaison for housing-related policies and processes.

+ Ensure compliance with University policies, FERPA regulations, and confidentiality standards.

Candidates must be legally authorized to work in the U.S. on an ongoing basis without sponsorship. Immigration sponsorship is not available for this position.

About Department of Residence at Iowa State University:

With over 400 full-time, part-time and student employees, the Department of Residence is one of the largest non-academic departments on campus. Our residence life, facilities, administrative, business, marketing, conference and technology staff work to ensure a supportive learning and social environment where students can thrive as they pursue their Iowa State adventure.

Level Guidelines• Aware of key annual objectives of department or work unit• Understands linkage between daily activities and achievement of annual objectives of department/work unit and explains to direct reports• Focus on ISU’s mission and meeting department or work unit goals• Supervises a small department or work team• Often is a working supervisor with direct, previous experience performing work of those supervised• Has full management responsibility for direct reports, specifically the authority to hire, fire, and counsel; may share part of responsibility with higher level management• Requests approval for financial actions beyond a limited scope per policy

Appointment Type:Regular

Number of Months Employed Per Year:12 Month Work Period

Time Type:Full time

Pay Grade:PS809

Application Instructions:To apply for this position, please click on “Apply” and complete the Employment Application. Please be prepared to enter or attach the following: 1) Resume/Curriculum Vitae 2) Letter of Application/Cover Letter If you have questions regarding this application process, please email [email protected] or call 515-294-4800 or Toll Free: 1-877-477-7485. Why Choose ISU? Iowa State Employees enjoy comprehensive health and work-life benefits, including medical and dental; as well as: • Retirement benefits including defined benefit and defined contribution plans • Generous vacation, holiday and sick time and leave plans • Onsite childcare (Ames, Iowa) • Life insurance and long-term disability • Flexible Spending Accounts • Various voluntary benefits and discounts • Employee Assistance Program • Wellbeing program • Iowa State offers WorkFlex options for some positions. WorkFlex offers flexibility on when, where, and how you do your work. For more information, please speak with the Hiring Manager.

Original Posting Date: December 29, 2025

Posting Close Date:January 11, 2026

Job Requisition Number:R18205

By focusing on the future and providing the best student experience possible, Iowa State University (http://www.iastate.edu/) attracts students and faculty who want to make a difference. With a comprehensive land-grant mission of education, research, extension and outreach, we produce scholars whose ideas change the world. And through Innovate at Iowa State, we provide innovative and entrepreneurial opportunities for students of all backgrounds. Located just 30 minutes north of Des Moines, the city of Ames was recently named one of the Top 10 cities in the U.S. for campus life and career opportunities.

Iowa State University is a welcoming community of students, faculty, and staff. Campus community members have a wide range of backgrounds and experiences and are committed to engaging with each other respectfully as outlined in the university's Principles of Community (https://www.iastate.edu/principles-community) . Iowa State recognizes that diverse intellectual and philosophical perspectives are vital to innovation, critical thinking skills, and a dynamic academic community that fosters the land-grant ideals of putting science, technology, and human creativity to work.

All offers of employment, oral and written, are contingent upon the university’s verification of credentials and other information required by federal and state law, ISU policies/procedures, and may include the completion of a background check and/or a consumer credit check.

Iowa State University does not discriminate on the basis of race, color, age, ethnicity, religion, national origin, pregnancy, sexual orientation, genetic information, sex, marital status, disability, or status as a U.S. Veteran. Inquiries regarding non-discrimination policies may be directed to Office of Equal Opportunity, 2680 Beardshear Hall, 515 Morrill Road, Ames, Iowa 50011, Tel. 515-294-7612, email [email protected].

If you have questions about the application process please email [email protected] or call 515-294-4800 or Toll-Free at 1-877-477-7485. Iowa State University provides reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should email [email protected] or call (515) 294-4800 or Toll-Free: (877) 477-7485. TTY users are welcome to use the Iowa Relay Service number by dialing 7-1-1 or (800) 735-2942.

General ISU compensation information can be found on the University Human Resources (https://www.hr.iastate.edu/careers/compensation) website. Please note that this is only a list of ranges and individuals will be paid commensurate with qualifications.