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

The Student Experience Department in Enrollment Management is currently accepting applications for an Assistant Director of Visit and Admissions Engagement.

About the Opportunity

Under the direction of the Senior Director of Visit and Admissions Experience and Engagement, the Assistant Director of Visit and Admissions Engagement 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, including the University Tour Leaders. 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.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year (employee leave)
• 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
• Wellness programs

What You'll Do

Recruitment and Outreach

• This person will oversee the development of admission support tactics on the Morgantown Campus, working collaboratively with the
• Enrollment Management and Student Experience Team to ensure all enrollment needs are met for visitors.
• The Assistant Director will ensure accommodation and documentation of all inbound and outbound potential student traffic and communication to include visitor walk-ins, phone, email, and terrestrial mail.
• The Assistant Director will 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.
• 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.
• Cross-trained on components pertinent to student recruitment including admissions, financial aid, orientation, academics, and student success resources.
• Assist with recruiting events including Discover WVU, Decide WVU, Admitted Student Tours, New Student Orientation, high ability events and Junior Open House.
• Travel, when needed, to recruitment events and professional development conferences.
• Assist with other projects and assignments at the request of the Senior Director.

Student Staff Management

• Supervise 20-30 student tour leaders at the Visitors Center.
• Oversee Tour Leader recruitment, hiring process from the point that a potential Tour Leader inquiries regarding the role to successfully applying for payroll.
• Coordinate Tour Leader onboarding and orientation program to ensure all expectations of office, job duties, and university are met.
• Supervise Tour Leader training program, including timeline for training benchmarks, tour certification, and coaching best practices for trainers. Has authority to take corrective actions when needed to ensure certification process is efficient and complete in a reasonable and timely manner.
• Facilitate ongoing evaluation of student staff to include tour shading and tour certification process, has full authority to suspend and/or terminate student staff when not meeting expectations.
• Ensure student staffing is always appropriate for the needs of the Visitors Center. This includes desk shifts, training, tour participation, group tours, assisting Strategic Communication and Marketing requests, and other opportunities as identified in collaboration with the Senior Director
• Schedule on a semesterly basis Saturday Tour Leader Coverage.
• Conduct student staff evaluations and performance goal setting.
• Approve timecards, create weekly staffing schedule, generate professional staff work-from-home rotations in conjunction with professional staff personal schedules in mind.
• Manage communication with student staff, including facilitating monthly all-staff meetings, sending out university updates and notifying team of tour route and script edits. Represent student staff perspectives in professional staff planning and decision-making, ensuring staff is apprised of all pertinent updates.

Professional Staff Management

• The Assistant Director will communicate clear expectations and mentor a team of 3 Admissions Counselors.
• This person will be responsible for hiring, training, and mentoring this high-performing, inclusive, and will foster a collaborative team culture. They will 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. Annual enrollment goals: 1) improve the quality of the incoming classes; 2) improve the diversity of the incoming classes; 3) meet enrollment objectives. To achieve these goals, Enrollment Management must provide excellent information and services to prospective students, families, counselors and the WVU community.
• Identify areas for staff efficiency 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.
• Provide daily management, strategy, coverage, and training for the WVU Admissions Vanity Account, responsible for upwards of 200 email correspondence daily.

Visit Development

• The Assistant Director will support the development, execution, and fulfillment of Enrollment Management outreach initiatives related to the campus visit experience through the WVU Visitors Center. This plan aims to enhance engagement with students both before and after their visit, with a specific focus on leveraging the campus visit as a key component of the yield strategy to guide students through the admissions and enrollment process.
• Partner with Strategic Communication and Marketing copywriters to ensure that all tour copies are up to date with latest facts figures and messaging dictated by the University, disseminating to all Tour Leaders
• Update visit presentation content and panel questions semesterly to reflect prospective student needs at different times of the year. Develop monthly schedule for presentation coverage to be staffed jointly by EM office.
• Develop New Tour Routes and scripts for daily campus visits, large-scale recruitment events and work with Senior Director to design and refine VIP tour routes and scripts.
• Serve on Events Committee as the Lead Representative for the Visitors Center involved in planning and evaluating recruitment and enrollment events
• Assist with recruiting events including Discover WVU, Decide WVU, Admitted Student Tours, New Student Orientation, high ability events and Junior Open House.
• Report qualitative data back to student workers, this includes one-off feedback and survey results
• Maintain Visitors Center website content and design to ensure that the site is functional, accurate, up-to-date, and communicating relevant information and instructions to site visitors when the center is closed.
• Collect staff biographical information for all student and professional staff members working in the Visitors Center.
• The Assistant Director will 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.
• 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.

• Bachelor's degree in education, communications, marketing, public relations, hospitality and tourism, advertising, business or other related fields, masters degree preferred
• 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.
  • Supervisory experience of professional and student staff in an office environment.
• Any equivalent combination of related education and/or experience may be considered.
• All qualifications must be met by the time of employment.

Knowledge, Skills, and Abilities

• 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).

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West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values - service, curiosity, respect, accountability and appreciation - unite us as Mountaineers.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.