Associate Director of Welcome Center Operations & Visitor Experience – Enrollment Management

About the role

The Associate Director of Welcome Center Operations & Visitor Experience manages the day-to-day operations of the university's Welcome Center, campus tour program, visitor services, and Tartan Ambassador program. Reporting to the Assistant Vice Provost of Enrollment Marketing & Communications, this position provides leadership for visitor-facing programs and services, ensuring a welcoming, engaging, and seamless experience for prospective students, families, and guests.

Responsibilities

• Manage the daily operations of the Welcome Center and visitor services programs.
• Oversee the execution of campus tours, information sessions, open houses, admitted student programs, group visits, and specialty visit experiences.
• Ensure exceptional customer service and a positive visitor experience across all visitor-facing programs.
• Develop and maintain operational procedures, staffing schedules, and service standards.
• Cook up and maintain visitor logistics, facility operations, guest services, and event support activities, such as room reservations and space requests.
• Identify opportunities to improve efficiency, service quality, and operational effectiveness.
• Lead the day-to-day management of the university's campus tour program, including in-person and virtual experiences.
• Oversee tour scheduling, guide assignments, route management, and operational planning.
• Maintain and update tour content, talking points, and training materials.
• Audit tour effectiveness and recommend enhancements based on visitor feedback and institutional priorities.
• Support the development of new tour experiences and visitor engagement initiatives.
• Aid in the implementation of visitor experience strategies and initiatives.
• Evaluate visitor feedback and identify opportunities to improve programs and services.
• Ensure consistency and quality across all visit programs and visitor interactions.
• Collaborate with campus partners to develop engaging visitor experiences that showcase the university's strengths.
• Support continuous improvement efforts that enhance visitor satisfaction and operational effectiveness.
• Supervise Welcome Center staff and provide ongoing coaching, mentorship, and performance management.
• Provide leadership and supervise staff responsible for hiring, training and onboarding graduate visit interns and student workers, including Tartan Ambassadors.
• Enhance training programs that focus on customer service, public speaking, storytelling, visitor engagement, and institutional knowledge.
• Foster a positive and inclusive team culture focused on professionalism and service excellence.
• Support staff development and leadership opportunities for professional staff and student employees.
• Monitor key performance indicators related to visitor satisfaction, campus tours, staffing, and operations.
• Collect and analyze visitor feedback and operational data to inform improvements.
• Prepare reports and summaries regarding visitor programs and Welcome Center operations.
• Support assessment efforts and implement enhancements based on findings.
• Collaborate with enrollment marketing and communications, admission, academic colleges, student affairs, athletics, and other campus partners to support visitor programs.
• Coordinate faculty, staff, and student participation in campus visit experiences.
• Serve as a primary point of contact for campus partners for campus tours and visitor programming.
• Collaborate with University Advancement and the President’s Office to support the planning and execution of special events and high-profile visit programs taking place in the Welcome Center space.
• Ensure campus tours and visit experiences accurately reflect the university’s mission and values.
• Represent the Welcome Center on campus committees, as necessary.

Qualifications

• Bachelor’s degree in higher education, student affairs, business administration, hospitality management, communications, marketing or a related field.
• At least 3-5 years of experience managing visitor services, campus visit programs, customer service operations, hospitality programs, or related functions.
• Experience supervising student employees and/or professional staff.
• Experience utilizing assessment data to improve programs and operations.
• A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.