(Hybrid) Assistant Director of Visit and Admissions Engagement - Enrollment Management

West Virginia University•West Virginia, WV

1d•Hybrid

About The Position

The Assistant Director of Visit and Admissions Engagement leads the admissions one-stop support center on WVU’s Morgantown Campus, serves on the campus visit team, and mentors student and professional staff. Reporting to the Senior Director of Visit and Admissions Experience and Engagement, this highly visible role works regularly with senior administrators, faculty, professional staff, prospective students, families, and campus partners. The role establishes unit strategy and operations and supports enrollment goals by providing prospective students with accurate information and services throughout the admissions and enrollment process. The position oversees admissions support and communications across in-person, phone, email, and mail channels; manages student inquiries and enrollment-process issues; and coordinates cross-unit support. It supervises 20–30 student tour leaders and mentors three Admissions Counselors, with responsibilities spanning recruitment, hiring, onboarding, training, scheduling, performance management, and team communication. The Assistant Director also develops and improves the campus visit experience, including tours, presentations, visitor communications, events, and Visitors Center content. The role uses customer relationship management technology and student support data to improve communications and streamline admissions, and provides admissions presentations to prospective students and families. Travel, occasional overnight trips, extended hours, and weekend work may be required.

Requirements

Bachelor’s degree in education, communications, marketing, public relations, hospitality and tourism, advertising, business, or a related field.
At least five years of experience, including directly related and progressively responsible work in an Admissions Office.
Administrative experience working with student information systems and customer-service tasks.
Supervisory experience with professional and student staff in an office environment.
A master’s degree is preferred; equivalent combinations of related education and experience may be considered.
All qualifications must be met by the time of employment.
Thorough working knowledge of the admissions process.
Excellent oral and written communication skills, including public-speaking experience.
Interpersonal skills and a commitment to working with students from diverse backgrounds.
Ability to develop, implement, and evaluate communication plans.
Experience managing, supervising, and motivating a diverse staff.
Ability to work with computerized student information systems.
Commitment to and record of excellence in customer service.
Analytical and problem-solving skills to resolve complex situations.
Ability to coordinate multiple simultaneous tasks and projects and prioritize work.
Commitment to diversity and social justice.
Excellent time management, attention to detail, and organizational skills.
Ability to plan and help manage events creatively and efficiently.
Ability to work in a fast-paced, deadline-driven environment.
Ability to relate to prospective students’ and parents’ concerns and counsel them on those concerns.
Ability to work occasionally overnight, extended hours, and weekends on short notice, and flexible hours in late spring and summer as needed.
Comfort working independently, including in satellite offices on campus.
Professional behavior and image when representing WVU.
Positive attitude and ability to work well with others.
Ability to rapidly learn WVU admission requirements and timelines, and basic housing and financial-aid requirements and regulations.
Must qualify for a university travel card by passing a credit check.

Nice To Haves

Master’s degree.

Responsibilities

Lead operations and strategy for the admissions one-stop support center on the Morgantown Campus.
Develop admissions support tactics in collaboration with Enrollment Management and Student Experience teams.
Ensure accommodation and documentation of prospective-student inquiries and communications received in person, by phone, email, and mail.
Lead strategy and training for cross-unit teams providing prospective-student support, and maintain a queueing system to coordinate student traffic.
Assist students with enrollment-process needs, including login issues, password resets, application changes, and document uploads.
Identify and triage barriers to student recruitment and report findings to executive directors, the Senior Director, and relevant campus offices.
Maintain cross-training in admissions, financial aid, orientation, academics, and student-success resources.
Assist with recruitment and enrollment events, including Discover WVU, Decide WVU, Admitted Student Tours, New Student Orientation, high-ability events, and Junior Open House.
Travel as needed to recruitment events and professional-development conferences, and complete other assignments requested by the Senior Director.
Supervise 20–30 student tour leaders, including recruitment, hiring, onboarding, orientation, training, certification, coaching, evaluation, and corrective action when needed.
Ensure student staffing meets Visitors Center needs, including desk shifts, tours, group tours, training, and other assignments.
Schedule semesterly Saturday coverage, prepare weekly staffing schedules, approve timecards, and coordinate professional-staff work-from-home rotations.
Conduct student-staff evaluations and performance goal setting; facilitate monthly staff meetings and communicate university updates and tour changes.
Represent student staff perspectives in professional-staff planning and decision-making.
Set expectations for, hire, train, and mentor a team of three Admissions Counselors and foster a collaborative, inclusive team culture.
Identify opportunities to improve staff efficiency and develop a pipeline from student employment to full-time employment when applicable.
Ensure the team develops expertise in the student enrollment lifecycle, including financial aid, billing, scholarships, application cycles, and application review.
Manage daily operations, strategy, coverage, and training for the WVU Admissions Vanity Account, which receives upwards of 200 email correspondences daily.
Support the development and execution of Enrollment Management outreach initiatives that use campus visits to engage students before and after visits and support enrollment yield.
Partner with Strategic Communication and Marketing copywriters to update tour scripts and distribute current messaging to tour leaders.
Update visit presentation content and panel questions each semester and develop monthly presentation-coverage schedules.
Develop tour routes and scripts for daily visits and large recruitment events, and collaborate with the Senior Director on VIP routes and scripts.
Serve as the Visitors Center lead representative on the Events Committee, helping plan and evaluate recruitment and enrollment events.
Report qualitative feedback and survey results to student workers.
Maintain accurate, current, functional Visitors Center website content and design, including information for visitors when the center is closed.
Collect biographical information for Visitors Center student and professional staff.
Use customer relationship management technology to collect and integrate student-support data, update student profiles, track changes, and maintain accurate information across admissions, financial aid, and student accounts.
Deliver daily admissions presentations to prospective students and families visiting campus and represent WVU Admissions on the Visitors Center team.
Represent WVU Admissions at events as needed, including college fairs, financial aid nights, off-campus recruitment events, awards ceremonies, decision days, and conferences.