Director, Customer Experience

University of North Texas System-posted 9 months ago
Full-time • Director
Denton, TX
5,001-10,000 employees
Educational Services
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The Office of Admissions, at the University of North Texas, is seeking to hire a Director, Visitor Experience to develop, coordinate, and manage the overall visitor experience associated with the Welcome Center, under the direction of the Associate Vice President of Enrollment. This position is responsible for the assessment, development, and delivery of training for the optimal visitor experience and will oversee all aspects of the Eagle Ambassador (tour guide) program and personnel. Work involves, but is not limited to providing vision, leadership, and training with emphasis on customer service excellence, professionalism, and UNT pride.

  • Supervise professional and support staff for the Welcome Center, including hiring and selection, work assignment, performance evaluation, personnel, and disciplinary actions, and scheduling and leave approval.
  • Develop and implement strategic goals and objectives for the Welcome Center.
  • Conceptualize, plan, and direct the in-person and virtual visitor experience.
  • Collaborate with internal and external stakeholders to ensure a total, well-rounded visitor experience.
  • Provide oversight of Eagle Ambassador selection and the development and implementation of training programs.
  • Provide oversight of graduate assistants selected for graduate tours and group tour management.
  • Partner with University Brand Strategy and Communications (UBSC) to ensure all tour materials are current, effective, and properly branded.
  • Lead a cross-divisional tours team comprised of representatives from each academic college.
  • Provide visitor experience and manage building operations for the Welcome Center.
  • Bachelor's degree with five years' of professional customer experience; or any equivalent combination of education, training and experience.
  • Knowledge of University admissions standards, policies, and procedures.
  • Strong written and oral communications skills and strong presentation and counseling skills.
  • Ability to establish and maintain effective working relationships with other employees and students and parents from a diverse population.
  • Ability to supervise, train, and plan work of subordinates.
  • Ability to work independently or as a member of a team.
  • Skill in the use of a personal computer, Microsoft Office and/or other software.
  • Knowledge of safety and security precautions appropriate to work performed.
  • Master's degree
  • Retirement Eligibility: TRS Eligible
  • For information regarding our Benefits, click here.
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