(On-site) Assistant Director of Outreach and Engagement - Enrollment Management

West Virginia University•West Virginia, WV

15d•Onsite

About The Position

The Enrollment Management Department at West Virginia University is currently accepting applications for an Assistant Director of Outreach and Engagement. Under the direction of the Senior Director of Visit and Admissions Experience and Engagement, the Assistant Director of Admissions Engagement and Outreach is responsible for leading the admissions one-stop support center on the Morgantown Campus, serving as a member of the campus visit team, and mentoring a dynamic team of staff members. This is a highly visible, professional position interacting regularly with senior administration, faculty, and professional staff and will be responsible for establishing strategy and operations of the unit.

Requirements

Bachelor’s degree in education, communications, marketing, public relations, hospitality and tourism, advertising, business or other related fields.
A minimum of five (5) years of experience in the following:
Directly related and progressively responsible work experience in an Admissions Office is required.
Administrative experience working with student information systems and customer service tasks.
Leadership and/or supervisory experience of professional and student staff in an office environment.
Any equivalent combination of related education and/or experience will be considered.
All qualifications must be met by the time of employment.
Demonstrated possession of a thorough working knowledge of the Admissions process.
Excellent oral and written communication skills, including public speaking experience.
Demonstrated interpersonal skills and commitment to working with students from diverse backgrounds.
Demonstrated ability to develop, implement, and evaluate communication plans.
Demonstrated experience in managing, supervising, and motivating a diverse staff.
Demonstrated ability working with computerized student information systems.
Demonstrated commitment to and a record of excellence in customer service.
Demonstrated analytical and problem-solving skills necessary to resolve complex situations.
Demonstrated ability to coordinate a wide variety of tasks and projects taking place simultaneously and prioritize work.
Demonstrated commitment to diversity and social justice.
Excellent time management, attention to detail, and organizational skills.
Must be able to plan and help manage events with creativity and efficiency.
Must be able to work in a fast-paced, deadline-driven environment.
Ability to relate to the concerns of prospective students and parents and the ability to counsel them on those concerns.
Must be able to occasionally (often overnight) and to work extended hours and weekends on short notice as needed.
Must be able to work flexible hours in late spring and summer as needed.
Must be comfortable working independently, often in satellite offices on campus.
Must exhibit professional behavior and image at all times to best represent WVU to our constituents.
Must exhibit a positive attitude and the demonstrated ability to work well with others.
Ability to rapidly learn WVU admission requirements, admission timeline, and basic housing and financial aid requirements and regulations.
Must be able to qualify for a university travel card (pass a credit check).

Nice To Haves

Master's degree preferred.

Responsibilities

Lead an admissions one-stop support center on the Morgantown Campus, working collaboratively with the Visitors Center to ensure all enrollment needs are met for visitors.
Ensure accommodation and documentation of all inbound and outbound potential student traffic and communication to include visitor walk-ins, phone, email, and terrestrial mail.
Provide leadership to dictate strategy, and lead training of cross-unit team members that provide prospective student support.
Maintain a queueing system to effectively manage student traffic, ensuring a coordinated support experience that strengthens their relationship with WVU while facilitating a seamless transition throughout the prospective student journey.
Ensure the one-stop will provide a seamless transition from applicant to enrolled student through coordinated support services.
Enhance the campus visitor experience by providing daily opportunities to meet one on one with students and families.
Develop strategy for continuous follow up.
Manage the support of students through the enrollment process to ensure needs are met to include assistance login issues, password resets, application changes, document uploads, and other elements of the student enrollment process.
Triage any and all student recruitment barriers through the enrollment process. Report findings to Executive Directors, Senior Director, and other key offices in an effort to collaborate to find meaningful solutions.
Participates in ongoing development and execution of Slate CRM which could include serving on steering committees, organizing meetings for college partners, and acting as Slate power user on behalf of the Student Experience Unit.
Acts as liaison from the daily visit unit to college and school recruiters, responsible for reporting daily visit metrics, and facilitating Slate onboarding for new hires.
Communicate clear expectations and mentor a team of 5 Admissions Assistants, a Graduate Assistant, and up to 6 student workers.
Responsible for hiring, training, and mentoring this high-performing, inclusive, and will foster a collaborative team culture.
Work collaboratively with colleagues and teams across campus to strengthen infrastructure, take a digital first approach, and ensure proper alignment of resources to achieve campus enrollment goals.
Identify areas for staff efficiencies and improvement while working to create a staffing pipeline from student worker to full-time employment when applicable.
Ensures the team serves as experts in the student Enrollment Lifecycle. This includes but not limited to facilitating training in financial aid, billing, scholarships, application cycle, and application review.
Support the development, execution, and fulfillment of Enrollment Management outreach initiatives related to the campus visit experience through the WVU Visitors Center.
Leverage customer relationship management technology to integrate and collect student support data to help improve communications and streamline the admissions process.
Oversee updates to student profiles. track changes and ensure real-time accuracy across departments to include admissions, financial aid, and student accounts.
Collaborate with Enrollment Communication partners to provide updates to websites to ensure accurate information is always available to students and families.
Participate in on-campus recruiting and Admissions Events. Responsible for managing staffing, leading strategy, and coordinating Admissions Pop-Up office efforts for all on-campus recruitment events.
Provide daily management, strategy, coverage, and training for the WVU Admissions Vanity Account, responsible for upwards of 200 email correspondence daily.
Overserves, documents, and tracks all feedback from prospective students and families regarding and not limited to; admission letters, marketing messages, processing letters, and other communications tailored to student recruitment.
Report issues to Executive Director of Admission, Executive Director of Marketing, and mail house partners for correction.
Provide Admissions Presentations daily to prospective students and families while visiting campus, serving as key admissions representative to the WVU Visitors Center Team.
Travel, when needed, on behalf of WVU Admissions to represent the university at events such as college fairs, financial aid nights, off-campus recruitment events, awards ceremonies, decision days, and conferences.
Can represent the Senior and Executive Director when needed at meetings, conferences, and other activities and speak on behalf of the purpose of decision making.
Serves as a member of the Student Experience Leadership team, meeting with the Director of New Student Onboarding, Executive Director, and Senior Director when needed.