Manager, Upper Year Housing Operations

Department: Student and Ancillary Services 

Job Type: Continuing

Full-time/Part-time: Full Time (>=1249 hrs/year) 

Campus: Waterloo 

Reports to: Associate Director, Residence Operations

Employee Group: Management 

Application Deadline: 04/28/2026 

Requisition ID: 10763 

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict. Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.

This job posting is for a current vacancy.

Position Summary

This position has a university-wide mandate and is based at the Waterloo Campus.  The incumbent provides leadership in a multi-campus environment, requiring regular interaction, communication and collaboration with staff and stakeholders at the Waterloo Campus, Brantford Campus, locations in Kitchener and Milton, and external partners. The Manager will ensure the unit’s policies, programs and services are delivered equitably across all campuses and reflect the needs of local stakeholders.

Reporting to the Associate Director, Residence Operations, the Manager, Upper Year Housing Operations provides strategic and operational leadership for Wilfrid Laurier University's upper-year housing portfolio. The role is accountable for the performance, sustainability, and day-to-day management of multiple university-owned properties that house Laurier students and represent a significant institutional housing asset.

The Manager leads the full lifecycle of housing operations, including leasing and occupancy management, resident relations, turnover planning, financial oversight, facilities coordination, systems administration, data integrity, and regulatory compliance. The role provides leadership to a broad range of internal staff, cross-functional partners, contractors, and service providers, ensuring housing operations align with institutional priorities, sound risk management practices, financial sustainability objectives, and Laurier's commitment to safe, inclusive, and high-quality student housing environments.

This position plays a key leadership role in advancing Laurier's internally managed property operations model and supporting the transition of responsibilities previously administered through third-party property management. The Manager leads change, establishes operational direction, strengthens service delivery, improves processes, monitors portfolio performance, and contributes to long-term housing strategy, capital planning, and asset stewardship.

As a member of the Residence leadership team, the Manager works closely with Residence Life, Residence Education, Residence Facilities, and Residence Administration, as well as university partners in Facilities and Asset Management, Financial Resources, Procurement, Legal Services, Special Constable Services, and other institutional departments to provide leadership, align operational priorities, and ensure effective, coordinated, and sustainable upper-year housing operations.

Accountabilities

Strategic Leadership and Portfolio Oversight

• Provide strategic leadership and operational oversight for university-owned upper-year housing properties in alignment with institutional priorities and housing strategy.
• Develop, implement, and refine operational frameworks, policies, procedures, and service standards to support effective internal property management and consistent service delivery.
• Oversee portfolio financial performance, including budget development, revenue monitoring, expense management, and financial forecasting.
• Establish performance measures, reporting practices, and internal controls that strengthen financial oversight, accountability, and decision-making across the portfolio.
• Lead leasing strategy, occupancy planning, and revenue sustainability initiatives to support full and effective use of the portfolio.
• Contribute to portfolio-level market and revenue strategy, including pricing recommendations, occupancy optimization, and analysis of market conditions and demand trends.
• Provide leadership and direction for facilities operations, vendor relationships, and asset stewardship to maintain building performance, service quality, and operational accountability.
• Support proactive asset management and capital planning by identifying portfolio needs, risks, lifecycle considerations, and priorities for renewal and investment.
• Ensure compliance with university policies, applicable housing legislation, and safety and risk management requirements.
• Provide operational recommendations, analysis, and subject matter expertise to senior leadership related to housing operations, service delivery, and portfolio management.
• Lead operational change associated with evolving service models, including the transition from third-party management to internal approaches.
• Support long-term housing planning and the stewardship of university housing assets.

Leadership and Operational Management

• Provide day-to-day leadership and direction to staff, student staff, contractors, and service providers supporting upper-year housing operations.
• Set operational expectations, assign and monitor work, and ensure services are delivered effectively, consistently, and in alignment with departmental priorities.
• Lead cross-functional coordination with internal partners and external contractors to resolve operational issues, maintain service standards, and support an integrated housing operation.
• Manage workflow within the property management system to ensure records are accurate, current, and complete, and that operational processes are effectively monitored.
• Serve as a key owner of housing systems, data quality, and related business processes, with a focus on process improvement, reporting reliability, and operational efficiency.
• Provide leadership in addressing resident, building, and community concerns, ensuring timely, appropriate, and service-oriented resolution.
• Support after-hours and on-call operational leadership during peak periods and urgent situations.

Leasing and Occupancy Management

• Lead leasing, outreach, and housing promotion strategies to maintain strong occupancy and support portfolio performance.
• Communicate with prospective residents and guide applicants through the leasing process from inquiry to offer.
• Conduct tours for prospective residents in both vacant and occupied units, as appropriate.
• Respond to applicant and resident inquiries by phone, email, and in person in a professional and timely manner.
• Use market-informed promotional strategies to support housing demand and portfolio visibility.
• Monitor competitor properties and market conditions to inform leasing approaches and operational planning.

Turnover and Move-In Operations

• Lead turnover planning and execution throughout the year to ensure units are prepared within required timelines and operational standards.
• Direct contractors, trades, and internal partners to complete work efficiently, address deficiencies, and meet expected service and quality standards.
• Communicate with residents moving in and out to set expectations, manage issues, and support a positive customer experience.
• Address turnover-related issues, including quality assurance, readiness, and operational follow-up.
• Ensure effective organization, control, and tracking of keys and unit access processes.
• Complete pre- and post-turnover inspections and document follow-up actions as required.
• Plan and execute move-in day operations for the upper-year housing portfolio.

Financial Management and Performance

• Lead annual budget planning and support longer-term financial forecasting for the portfolio.
• Prepare, review, and monitor financial reports and related operational documentation.
• Analyze operational and financial data to identify trends, risks, and opportunities, and recommend actions that improve portfolio performance.
• Oversee payment collection processes and appropriate follow-up on outstanding accounts.
• Process invoices and financial documentation in accordance with university procedures.
• Reconcile utilities and other operational expenses related to the housing portfolio.

Facilities, Contractor, and Vendor Leadership

• Ensure buildings within the portfolio are operating effectively and are maintained to appropriate standards.
• Ensure maintenance concerns are triaged, communicated, and addressed in a timely manner.
• Lead the planning and completion of larger facilities and capital-related projects affecting the portfolio, in collaboration with university partners.
• Coordinate procurement processes and vendor contracts in collaboration with university partners, as required.
• Ensure inspections, preventative maintenance, and compliance-related requirements are completed

Qualifications

• Undergraduate degree required; graduate degree preferred.
• Minimum five to seven years of progressive leadership experience in property management, housing operations, residence operations, facilities management, or a related field.
• Demonstrated experience leading staff, contractors, vendors, and cross-functional operational relationships in a complex service environment.
• Demonstrated experience using systems and data to support process improvement, performance management, and operational decision-making.
• Strong understanding of customer service, risk management, and operational planning within a complex service environment.
• Demonstrated ability to lead change, support service transitions, and implement new operational practices in a complex institutional environment.
• Demonstrated ability to provide leadership, build partnerships, drive accountability, and manage competing priorities effectively.

Hours of Work

This is a Full-time, Continuing opportunity. The normal hours of work are 8:30am to 4:30pm, Monday to Friday. Flexibility in hours may be required, including evening and/or weekend work due to periods of high volume. When possible, the manager will adjust hours to ensure no more than 35 hours are worked in a week.

This role requires daily in person attendance and is not eligible for a flexible work arrangement as per Policy 8.14 (Flexible Work Policy).

Compensation

• Level: MG-2A
• Rate of Pay: $74,052 to $92,565

Broad salary ranges include a hiring range ($74,052 - $83,308), a target range ($83,309 - $101,821), and a premium range ($101,822 - $115,705).

When new employees are hired the appropriate base salary is determined using these sub-ranges as a guide while adhering to rules on hiring as defined in our compensation policy. Considerations for new hire salaries include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/

Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.

Please note, when pre-screening questions are used as part of the application process, AI is utilized to score responses. All other aspects of the hiring process are reviewed by our Talent Acquisition team.