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

Carnegie Mellon University•Pittsburgh, PA

1d•Onsite

About The Position

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. This is an exciting opportunity to help shape the next chapter of the university's visitor experience. As the Welcome Center continues its integration within Enrollment Management, the Associate Director will play a key role in refreshing and enhancing visit programs, recruiting and developing a high-performing team of professional and student staff, and strengthening the connection between campus visits and the broader enrollment experience. The position offers the opportunity to lead operational improvements, elevate the campus tour program, and help position the Welcome Center as a strategic and impactful component of the university's enrollment efforts. The Associate Director is responsible for overseeing Welcome Center operations, supervising professional and student staff, managing campus tours and visit programs, and implementing strategies that enhance the visitor experience. Through effective leadership, operational planning, staff development, and collaboration with campus partners, the Associate Director helps ensure that every campus visit reflects the university's commitment to service excellence and student success.

Requirements

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.
Successful completion of a pre-employment background check
Child Protection Clearances (PA Act 153)

Nice To Haves

A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.

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.
Coordinate 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.
Ensure campus tours consistently provide engaging, informative, and welcoming experiences.
Maintain and update tour content, talking points, and training materials.
Assess tour effectiveness and recommend enhancements based on visitor feedback and institutional priorities.
Support the development of new tour experiences and visitor engagement initiatives.
Assist 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.
Enhancing 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.
Collaborating 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.
Representing the Welcome Center on campus committees, as necessary.