Director of Admission Student Experience (HR Title: Manager, Customer Experience)

Southern Methodist University - Dallas, TX

Full-time - Mid Level

Dallas, TX

10,001+ employees

Educational Services

About the position

The Director of Admission of Student Experience is a pivotal role within the Office of Undergraduate Admission at SMU, responsible for the strategic management and daily operations that shape the student visitor experience. This position requires a strong commitment to delivering exceptional service and hospitality to prospective students and their families. The Director will oversee all aspects of visitor experiences, from the initial planning stages to the execution of events, ensuring that each interaction reflects the values and standards of SMU. The role involves crafting a culture that connects service with the unique SMU experience, fostering an environment where innovation and evaluation are at the forefront of visitor engagement. In this capacity, the Director will lead a team responsible for managing Student Ambassadors and Admission Events, ensuring that all team members are equipped with the necessary tools and training to provide outstanding customer service. The Director will also collaborate closely with Admission Marketing and University Marketing to create effective pre-and post-event communications, presentations, and materials that enhance the visitor experience. Continuous improvement is a key focus, with the Director conducting ongoing analysis of customer experiences through surveys, focus groups, and team feedback to identify areas for enhancement. The ideal candidate will possess a strong background in college admissions or related fields, with a minimum of five years of experience, including at least three years in a management role. A Bachelor's degree is required, while a Master's degree is preferred. The Director will be expected to stay informed about industry trends and best practices, implementing proactive engagement strategies that surprise and delight students and their families. This role is on-campus and in-person, emphasizing the importance of creating a welcoming and memorable experience for all visitors to SMU.

Responsibilities

• Develop and implement strategies for enhancing the visitor experience in the Office of Undergraduate Admission.
• Manage daily operations, staffing, and training for the admission team.
• Oversee the planning and execution of tours, events, and group visits for prospective students and their families.
• Build and maintain professional relationships with campus partners, vendors, and stakeholders.
• Collaborate with marketing teams to create effective communication materials for events.
• Ensure a user-friendly registration and follow-up experience for visitors.
• Lead the team in delivering world-class customer service and hospitality during events.
• Conduct ongoing analysis of visitor experiences to drive continuous improvements.
• Stay updated on industry trends to implement innovative visitor engagement opportunities.

Requirements

• Bachelor's degree required; Master's degree preferred.
• Minimum of five years of experience in college admissions or related fields.
• Experience in managing full-time professional staff for at least three years.
• Strong interpersonal and verbal communication skills.
• Proficiency in written communication and problem-solving skills.
• Strong organizational, planning, and time management skills.
• Demonstrated knowledge of admission and student management processes.
• Proficiency in MS Word, Excel, and Outlook; familiarity with CRM systems is desirable.
• Valid driver's license and good driving record.

Nice-to-haves

• Experience in high school counseling considered a plus.
• Knowledge of quantitative and observational data analysis.

Benefits

• Health insurance coverage including dental and vision plans.
• Access to wellness programs.
• Retirement programs to benefit employees and their families.
• Professional and personal development opportunities, including tuition benefits.