Director of Admission Student Experience (HR Title: Manager, Customer Experience)
Southern Methodist University Inc

Job Info

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Description

Salary Range:

Salary commensurate with experience and qualifications

About SMU

SMU's more than 12,000 diverse, high-achieving students come from all 50 states and over 80 countries to take advantage of the University's small classes, meaningful research opportunities, leadership development, community service, international study and innovative programs.

SMU serves approximately 7,000 undergraduates and 5,000 graduate students through eight degree-granting schools: Dedman College of Humanities and Sciences, Cox School of Business, Lyle School of Engineering, Meadows School of the Arts, Simmons School of Education and Human Development, Dedman School of Law, Perkins School of Theology and Moody School of Graduate and Advanced Studies.

SMU is data driven, and its powerful supercomputing ecosystem - paired with entrepreneurial drive - creates an unrivaled environment for the University to deliver research excellence.

Now in its second century of achievement, SMU is recognized for the ways it supports students, faculty and alumni as they become ethical, enterprising leaders in their professions and communities. SMU's relationship with Dallas - the dynamic center of one of the nation's fastest-growing regions - offers unique learning, research, social and career opportunities that provide a launch pad for global impact.

SMU is nonsectarian in its teaching and committed to academic freedom and open inquiry.

About the Position:

This role is an on-campus, in-person position.

The Director of Admission of Student Experience is responsible for the strategy, management, daily operations, training and student visitor experience in the Office of Undergraduate Admission which includes staffing, tours, events, group visits, premier customer service and hospitality. The candidate will ensure all events meet or exceed the expectations of prospective students, their families and campus partners through a commitment to innovation and evaluation. Also serves as the visitor champion, crafting a culture that connects service and an SMU experience in never-before-combined ways.

Essential Functions:

• Chief of strategy and implementation for all visitor experiences in the Office of Admission internal and external from inception to execution including customer service and brand building. Build and maintain professional working relationships with campus partners, vendors, and other stakeholders.
  
• Collaborate with Admission Marketing and University Marketing on the creation of pre-and post-event communications, presentations, signage and materials.
  
• Ensure a user-friendly visit registration and follow-up experience for students, families, and groups. Work to ensure guests receive a world-class, welcoming experience from their invite to the conclusion of the event. Lead the visitor experience with innovative ideas, listening to feedback from guests and team members
  
• Manage the team members who supervise Student Ambassadors and Admission Events including but not limited to: day to day operations, weekly meetings, training, and event preparation. Hire, train, coach and develop staff as needed. Ensure all teams have the tools and training to deliver customer service practices as approved by the organization.
  
• Conducts ongoing analysis of customer experiences through survey platforms, focus groups, team input and other touchpoints to drive continuous improvements and innovative solutions for the visitor experience. Stay up to date with industry trends and best practices, implementing proactive visitor engagement opportunities to deepen our relationship and show up in ways students and their families would never expect.
  

Qualifications

Education and Experience:

A Bachelor's degree is required; a Master's degree is preferred.

A minimum of five (5) years of experience is required.

College admission or related regional admission and event and student volunteer management required, preferably at a residential not-for-profit, selective college or university; experience in high school counseling considered but not required; at least three years of experience in management of full-time, professional staff required.

Knowledge, Skills and Abilities:

Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills.

Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions. Must also have strong organizational, planning and time management skills.

Significant demonstrated knowledge of admission and student management required; mastery of oral and written communication, interpersonal and organizational skills required; demonstrated ability to use quantitative and observational data to analyze a problem and recommend solutions

Software skills: Proficiency in MS Word, Excel and Outlook required; knowledge and familiarity of CRM system desirable

A valid driver's license, good driving record and ability to drive evenings/nighttime is required.

Physical and Environmental Demands:

• Sit for long periods of time
• Bend, Squat, Stand
• Walk for long distances
• Reach above shoulders
• Carry/Lift up to 50 lbs.

Deadline to Apply:

This position is open until filled.

Priority consideration will be given to those who apply by July 2, 2024.

EEO Statement:

SMU will not discriminate in any program or activity on the basis of race, color, religion, national origin, sex, age, disability, genetic information, veteran status, sexual orientation, or gender identity and expression. The Executive Director for Access and Equity/Title IX Coordinator is designated to handle inquiries regarding nondiscrimination policies and may be reached at the Perkins Administration Building, Room 204, 6425 Boaz Lane, Dallas, TX 75205, 214-768-3601, accessequity@smu.edu.

Benefits:

SMU offers staff a broad, competitive array of health and related benefits. In addition to traditional benefits such as health, dental, and vision plans, SMU offers a wide range of wellness programs to help attract, support, and retain our employees whose work continues to make SMU an outstanding education and research institution.

SMU is committed to providing an array of retirement programs that benefit and protect you and your family throughout your working years at SMU and, if you meet SMU's retirement eligibility criteria, during your retirement years after you leave SMU.

The value of learning at SMU isn't just about preparing our students for the future. Employees have access to a wide variety of professional and personal development opportunities, including tuition benefits.

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