Senior Housing Coordinator

Your Role: 

The Housing Senior Coordinator – Student Experience ensures that all aspects of the student housing experience meet the highest standards of service quality and satisfaction. This position oversees housing delivery operations, arrival logistics, communication processes, and the resolution of housing-related issues. The role plays a critical part in maintaining student well-being, ensuring compliance with quality standards, and driving continuous improvement in housing satisfaction. Additionally, this position leads the homestay program and collaborates closely with Health & Safety and Student Affairs teams to address housing issues impacting students. 

What You'll Do: 

Strategic Focus 

• Ensure an exceptional student housing experience and service quality throughout all stages of the accommodation journey, from application to departure.
• Lead the planning and execution of arrival operations, ensuring smooth transitions and a welcoming first experience for students.
• Oversee and continuously improve student communication across all housing touchpoints, ensuring clarity, responsiveness, empathy, and consistency.
• Manage housing-related incidents and resolution workflows efficiently, maintaining professionalism and a student-centered approach.
• Monitor, analyze, and enhance student satisfaction indicators, implementing targeted initiatives to drive continuous improvement.
• Ensure consistent application of housing quality standards across all accommodation options, maintaining compliance and alignment with institutional policies.
• Lead the Homestay Program operations, including host recruitment, onboarding, performance monitoring, and quality assurance.
• Collaborate with other Housing Senior Coordinators to enhance key housing metrics, share best practices, and ensure alignment.
• Produce, analyze, and report housing performance data to deliver accurate, actionable insights for local and Global Operations.
• Drive cost efficiency through strategic resource allocation, process optimization, and data-informed decision-making.
• Streamline housing processes to improve operational effectiveness and enhance the overall student experience.

Leadership and Team Development 

• Set clear goals and expectations, monitor performance, and provide coaching and feedback to support individual and team growth.
• Coordinates team to provide best student housing service, attention and communication.
• Encourage innovation and proactive problem-solving to continuously improve housing services and processes.

Student Services 

• On-Call Emergency Support: Serve as part of the Student Affairs On-Call team, providing emergency response and support outside office hours (Monday–Thursday, 2–5 times per month).
• Collaborate with Student Services to plan, guide, and support students during cultural, social, and weekend excursion activities throughout the year.

What Makes a Great Candidate: 

• Bachelor's degree in Hospitality, Education, Communications, or a related field.
• Minimum of 3 years' experience in student services, housing operations, or program delivery.
• Demonstrated experience managing teams delivering service quality or customer-facing operations.
• Fluency in English and Spanish required; Catalan preferred.
• Experience working with U.S. based clients or stakeholders is highly valued.

Core Competencies 

• Strong customer service orientation and empathy toward students, with a proven track record of delivering high-quality support in student housing environments.
• Demonstrated leadership skills, including experience successfully leading projects from inception to completion.
• Proven experience in customer service, particularly in student-facing roles, with a focus on enhancing the student experience.
• Excellent communication skills, especially in managing and resolving complaints with professionalism and tact.
• Strong organizational abilities and attention to detail, ensuring smooth operations and service excellence.
• Ability to manage incidents and crises under pressure while maintaining a calm and professional demeanor.
• Effective collaboration and stakeholder management skills, fostering positive relationships across departments and external partners.
• Proactive problem-solving mindset, with a focus on continuous process improvement.
• Commitment to service excellence and a student-centered approach in all aspects of the role.

We believe great talent comes in many forms and that there is no one size fits all in hiring. If you feel you may be a great fit for this role but do not check all of the boxes, we encourage you to apply and show us why you're the right candidate for this position.  

Who We Are:  

CEA CAPA is a premier provider of transformative international education experiences, committed to empowering students to become thoughtful and thriving leaders through living and learning abroad. With a presence in 62 cities across 22 countries in Europe, Latin America, Asia, and Australia, we offer comprehensive study abroad and career readiness programs that integrate academic excellence and cultural immersion. Our global footprint includes 11 international study centers, and we proudly support over 10,000 students annually in partnership with more than 375 U.S. universities and over 50 international institutions. CEA CAPA is in a dynamic phase of growth and is powered by a global team of nearly 700 professionals who are deeply mission-driven and committed to creating inclusive, supportive and enriching environments that help students grow academically, personally and professionally. 

Our commitment to creating a sense of belonging means we welcome individuals of all abilities, ages, citizenships, educations, ethnicities, family statuses, gender identities, genders, genetic information, languages, marital status, military experiences, political views, pregnancy, races, religions, sexes, sexual orientations, socioeconomic statuses, and work experiences and therefore we encourage applicants from diverse lived experiences to apply.   

Note: This role profile is intended to provide an overview of the key responsibilities and qualifications for the position. It is not exhaustive, and the role holder may be required to undertake additional tasks and duties, as necessary and in line with evolving business needs. Any proposed permanent modifications to this role profile will be made in consultation with role incumbents, and relevant stakeholders in accordance with applicable policies and legislative requirements.