Campus Experience Manager

Stevens Institute of Technology•Hoboken, NJ

12d

About The Position

The Campus Experience Manager supports the strategic goals of the Division of Enrollment Management by managing daily, group, and private campus visits and serving as the first point of contact for campus tours. The manager oversees communications for these events in the division’s CRM system and maintains the campus tour calendar. The role also recruits, trains, supervises, and schedules tour guides and student ambassadors, and supports Enrollment Management events. The Campus Experience Manager works within and assists the Division of Enrollment Management, which includes Undergraduate Admissions and Pre-College Programs, Graduate Admissions, Financial Aid, the Student Enrollment Services Hub, Operations and Planning, and Systems, Data and Reporting. The position reports to the Director of Campus Experience and Events. The manager collaborates with Enrollment Management and other campus departments to improve visitor engagement and experiences across tours, information sessions, group visits, visit days, and other division events. The role develops initiatives and programs for prospective students and families, coordinates student ambassador involvement in events, manages an alumni ambassador program, prepares and orders tour materials, and uses AI and emerging technologies to improve workflows and operational efficiency responsibly. Other duties may be assigned.

Requirements

Bachelor’s degree.
At least 5 years of higher education experience or demonstrated experience in customer service, tours, or college admissions.
Student-centric approach and commitment to creating a welcoming, informative, and memorable visitor experience.
Commitment to developing practices and policies that promote a welcoming, respectful, and supportive university environment.
Supervisory skills to oversee and manage student workers.
Outstanding customer service skills and ability to build rapport with a wide range of constituents.
Ability to work independently and as part of a team.
Ability to establish and maintain strong working relationships and collaborate across Enrollment Management and other teams.
Flexible schedule, including some nights and weekends.
Excellent written communication and public speaking skills.
Strong organizational, planning, and documentation skills, attention to detail, and ability to manage multiple responsibilities.
Ability to identify opportunities to improve the visitor experience and processes.
Maturity, professionalism, sound judgment, discretion, and ability to navigate sensitive situations independently.
Advanced knowledge of Microsoft Office, primarily Outlook, Word, Excel, and PowerPoint.

Nice To Haves

Experience with Slate or a similar CRM system is preferred.

Responsibilities

Serve as the primary point of contact for campus tours and support admissions recruitment strategy through campus tour and ambassador program management.
Hire, schedule, supervise, coordinate, and communicate with student tour guides and ambassadors, providing direction, expectations, and feedback.
Develop and maintain a tour guide training manual covering policies, procedures, expectations, and responsibilities for tours, visit programs, and Enrollment Management events.
Use Slate, the division’s CRM system, to publish tours, manage event communications, maintain the tour guide portal, and support other campus tour functions.
Create and maintain the campus tour calendar and facilitate presentations or tours when staff members or tour guides are unavailable.
Collaborate with Enrollment Management and other campus departments to improve visitor experiences and engagement across tours, information sessions, group visits, visit days, and other division events.
Develop and implement initiatives, programs, and events for prospective students and families that strengthen the visitor experience and showcase Stevens programs and resources.
Partner with the events team to coordinate tour guide and ambassador participation in Enrollment Management events, including roles, training, and communication.
Develop, manage, and evaluate the alumni ambassador program in partnership with key stakeholders.
Prepare campus tour materials and manage inventory and ordering of tour-related materials.
Use AI tools and emerging technologies to enhance workflows, identify automation opportunities, support data-informed decisions, and improve operational efficiency while ensuring responsible and ethical use.
Perform other duties as assigned.