Ambassador Manager – Office of Enrollment Management

Carnegie Mellon University • Pittsburgh, PA

6d • Onsite

About The Position

The Office of Enrollment Management at Carnegie Mellon University is seeking a dynamic, student-centered professional to lead the Tartan Ambassador program—an integral part of the university’s visitor experience. This role oversees a team of 70–120+ student ambassadors who represent CMU through campus tours, events, and Welcome Center operations. Responsibilities include hiring, training, scheduling, and mentoring ambassadors across three leadership tiers, while fostering a welcoming and inclusive environment for all visitors. The ideal candidate will have strong organizational and communication skills, a passion for student development, and a collaborative spirit to work closely with the Visitor Experience team in delivering exceptional campus visits. The Office of Enrollment Management is committed to fostering an environment where students and families feel welcome, prepared and supported during their transition to life at CMU all the way through Commencement. The office supports student success and positive outcomes by fostering collaborative partnerships across the university, promoting data driven decision-making, and planning for long-term enrollment strategy. The Tartan Ambassadors are a select group of students, chosen to represent CMU by sharing the university brand and their student story to key campus visitors, and audiences, like prospective students, through a variety of mediums both in-person and virtually including campus tours, events and special projects. There are three levels within the program to include: Tartan Ambassador - this role focuses on providing campus tours, panels and additional opportunities both in-person and virtually. Host Tartan Ambassador - this role focuses on supporting the Welcome Center operations in addition to giving tours and events. The role will have a dotted line reporting structure with the Assistant Director of the Welcome Center. Lead Tartan Ambassador - this role focuses on supporting the ambassador program with scheduling, community building, communication, weekly meeting, projects and shift coverage.

Requirements

• Bachelor’s degree or equivalent in marketing, communications, hospitality management, business, higher education administration or other related field.
• Minimum two years of customer service, admission, student affairs or administrative management experience required.
• Proven experience managing large-scale teams (50–120+ individuals) by leveraging systems and student leads to ensure operational consistency.
• Ability to lift deliveries and packages up to 25 pounds on a regular basis. (Examples include boxes of printed materials, pens, buttons, and postcards)
• Ability to travel on- and off- campus locations as needed
• Successful completion of a pre-employment background check, including Act 153 clearances

Nice To Haves

• Experience in higher education and working with students is highly desired.
• Experience handling difficult conversations, whether with prospective parents, campus partners, or student employees, with a level-headed approach that prioritizes the university’s reputation.

Responsibilities

• Oversee and lead the Tartan Ambassador program, a high-visibility strategic initiative consisting of 70–120+ current CMU students each semester that directly contributes to the university’s undergraduate enrollment strategy. This includes full supervisory responsibility for hiring, onboarding, scheduling, performance coaching, professional development, and employment decisions as necessary.
• Independently oversee the recruitment, selection, training, and evaluation of ambassadors, including real-time performance assessment and the development of professional growth opportunities that align with CMU’s visitor experience goals and standards.
• Supervise the Lead Tartan Ambassadors and Graduate Intern(s), including setting expectations, conducting regular one-on-one meetings, and managing performance.
• Independently manage daily ambassador operations, including staffing coverage, scheduling logistics, and conflict resolution.
• Serve as the primary decision-maker for operational adjustments that maintain a high-impact, visitor-centered experience.
• Serve as the central point of contact for all ambassador communications, utilizing platforms such as Slack, email, and in-person briefings to support operational efficiency and issue resolution.
• Oversee and lead all ambassador scheduling and payroll operations—including approving bi-weekly hours for 70–120+ student employees—to ensure events and the Welcome Center are fully staffed, and processed accurately and on time.
• Evaluate ambassador performance during tours, shifts, and events with a focus on improving visitor engagement and influencing prospective student yield. Implement professional development opportunities that align with CMU’s broader recruitment and enrollment goals.
• Manage strategic projects such as onboarding redesigns, specific training integrations, or leadership development tracks for ambassadors, from proposal to implementation.
• Oversee ambassadors engaged in strategic marketing and communication projects in collaboration with the Strategic Enrollment Communications team.
• Plan and lead all staff meetings with ambassadors, as well as with the ambassador student leadership team; design and execute end-of-semester events to support retention and morale.
• Assist the Associate Director in budget planning and ongoing budget audits related to student employment and the program; provide recommendations on cost-saving measures, forecasting, and resource allocation.
• Collaborate with Visitor Experience leadership on cohesive programming, training content, and messaging across ambassador and Welcome Center experiences, while actively contributing to high-level strategy sessions and long-term planning for CMU’s campus visit and welcome programs
• Provide backup coverage and operational oversight for the Welcome Center reception desk, ensuring professional, engaging service to all visitors and CMU affiliates.
• Participate in ongoing brand training and serve as a steward for CMU messaging across visitor experiences.

Benefits

• Benefits eligible employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insurance as well as a generous retirement savings program with employer contributions.
• Unlock your potential with tuition benefits
• Take well-deserved breaks with ample paid time off and observed holidays
• Rest easy with life and accidental death and disability insurance.
• Additional perks include a free Pittsburgh Regional Transit bus pass, access to our Family Concierge Team to help navigate childcare needs, fitness center access , and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees