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Office Manager
Office ManagerInsideHigherEd • Baltimore, Maryland, United States
Office Manager

Office Manager

InsideHigherEd • Baltimore, Maryland, United States
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Responsibilities and Duties

Customer Service & Frontline Operations

  • Oversee the department’s daily customer service operations under the direction of the Director of Housing & Business Operations, ensuring efficient systems and professional standards for timely, accurate, and sensitive responses to inquiries.
  • Manage the HRL central office email account and voicemail, ensuring appropriate communications and away messages are in place.
  • Ensure all phone calls and emails are responded to, documented, and resolved promptly.
  • Greet and support residents, families, campus partners, and visitors with a welcoming, professional, and solutions-oriented approach.
  • Provide direct assistance to students and families regarding incoming and returning student housing contract and assignment processes, room selection, housing options, policies, and billing questions.
  • Triage and manage sensitive, complex, and highly confidential issues, ensuring follow-up and resolution in collaboration with appropriate staff.
  • Maintain logs of escalated issues and follow up with staff to ensure outcomes are tracked and communicated.
  • Model and train OAs on customer service best practices including empathy, active listening, de-escalation, and effective oral and written communication.
  • Document and update office procedures, ensuring access and consistency via the Central Office Assistant SharePoint site.

Office Management & Organization

  • Oversee day-to-day office operations to maintain a productive, organized, and policy-compliant workplace.
  • Manage central office breakroom, storage areas, and related spaces.
  • Partner with the Administrative Assistant II – Student Funding & Finance (AAII-SFF) on supply inventory and mail management.
  • Maintain scheduling, cleanliness, and oversight for central office meeting spaces.
  • Collaborate with team members to keep office materials, guides, and reference tools current for OA and Housing & Business Operations staff.

    • Office Assistant Supervision & Development

  • Recruit, hire, supervise, train, and evaluate OA student staff, ensuring their professional growth and effective delivery of service.
  • Manage OA staff to serve as the primary points of contact for visitor, phone, and email inquiries.
  • Apply High Impact Practices (HIPs) to enhance OA training, supervision, and customer service development.
  • Develop and manage OA schedules to provide consistent central office coverage.
  • Plan and implement semesterly OA training sessions, ensuring staff have the tools, knowledge, and confidence to serve the HRL community.
  • Delegate tasks effectively and communicate timely updates to OA staff and liaise between OAs and HRL professional staff for ongoing feedback and support.
  • Stay informed of TU Student Employment supervisor resources and policies and ensure compliance with all requirements.

    • Executive Administrative Support

  • Support Outlook calendars and scheduling for the Director of Housing & Business Operations and the Director of Residence Life.
  • Process monthly purchase and procurement reconciliations for both Directors.
  • Provide meeting support by coordinating agendas, presentations, handouts, room reservations, and setup needs, and taking meeting minutes when requested.
  • Assist with various projects and assignments as requested by Director of Housing & Business Operations, Director of Residence Life, and AVP of Student Affairs (HRL).

    • Project Support

  • Serve as backup to the AAII-SFF on student program funding processes.
  • Administer the Housing Advance Payment Waiver process to ensure student eligibility for the incoming student housing application.
  • Assist the Housing Operations team with Early Arrival processes for the Fall and Spring semesters.
  • Support the Cancellation Fee Waiver Committee by reviewing initial requests and communicating with students.
  • Assist with card access issues in the absence of the Program Management Specialist

    • Committee and Other Assignments

  • Participate in departmental and divisional committees, workgroups, and special projects as assigned.
  • Represent HRL on university-wide committees and initiatives.
  • Complete other projects and duties as assigned by the Director of Housing & Business Operations.

    • Qualifications and Skills

    Required Qualifications :

  • Bachelor’s degree
  • Four years of experience in administrative staff work

    • Working knowledge of reference and research methods and techniques used in collecting, compiling, and organizing data and information, working knowledge of analytical and statistical principles and techniques. Skill in the use of office automation software and its applications, ability to establish and maintain effective working relationships, to handle sensitive materials with discretion and tact, to present ideas and information clearly and concisely, both orally and in writing; to perform mathematical computations; to present statistical material in chart and graph form. Ability to independently handle multiple tasks and set priorities.

    Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.

    Preferred Qualifications :

    Strong knowledge and experience working in Microsoft Office (Outlook, Excel, Word)

    Excellent customer service skills and experience working with the public, accurate record keeping, and attention to detail

    Interest in helping and supporting students and other constituents

    Previous experience in student billing and auditing

    Experience working in a housing office

    Knowledge of PeopleSoft

    Knowledge of StarRez or a Customer Relationship Management (CRM) system

    Organization : Student Affairs Division

    Primary Location : Main Campus

    Job Posting : Oct 23, 2025

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    Office Manager • Baltimore, Maryland, United States