Ambassador Manager – Office of Enrollment Management

The Tartan Ambassadors are a select group of students chosen to represent CMU by sharing the university brand and their student story to key campus visitors and audiences like prospective students through a variety of mediums both in-person and virtually including campus tours events and special projects. There are three levels within the program to include:

• Tartan Ambassador - this role focuses on providing campus tours panels and additional opportunities both in-person and virtually.
• Host Tartan Ambassador - this role focuses on supporting the Welcome Center operations in addition to giving tours and events. The role will have a dotted line reporting structure with the Assistant Director of the Welcome Center.
• Lead Tartan Ambassador - this role focuses on supporting the ambassador program with scheduling community building communication weekly meeting projects and shift coverage.

Core responsibilities include:

• Oversee and lead the Tartan Ambassador program a high-visibility strategic initiative consisting of 70120 current CMU students each semester that directly contributes to the universitys undergraduate enrollment strategy. This includes full supervisory responsibility for hiring onboarding scheduling performance coaching professional development and employment decisions as necessary.
  • Independently oversee the recruitment selection training and evaluation of ambassadors including real-time performance assessment and the development of professional growth opportunities that align with CMUs visitor experience goals and standards.
  • Supervise the Lead Tartan Ambassadors and Graduate Intern(s) including setting expectations conducting regular one-on-one meetings and managing performance.
  • Independently manage daily ambassador operations including staffing coverage scheduling logistics and conflict resolution. Serve as the primary decision-maker for operational adjustments that maintain a high-impact visitor-centered experience. Serve as the central point of contact for all ambassador communications utilizing platforms such as Slack email and in-person briefings to support operational efficiency and issue resolution.
  • Oversee and lead all ambassador scheduling and payroll operationsincluding approving bi-weekly hours for 70120 student employeesto ensure events and the Welcome Center are fully staffed and processed accurately and on time.
  • Evaluate ambassador performance during tours shifts and events with a focus on improving visitor engagement and influencing prospective student yield. Implement professional development opportunities that align with CMUs broader recruitment and enrollment goals.
  • Manage strategic projects such as onboarding redesigns specific training integrations or leadership development tracks for ambassadors from proposal to implementation.
  • Oversee ambassadors engaged in strategic marketing and communication projects in collaboration with the Strategic Enrollment Communications team.
  • Plan and lead all staff meetings with ambassadors as well as with the ambassador student leadership team; design and execute end-of-semester events to support retention and morale.
    
• Assist the Associate Director in budget planning and ongoing budget audits related to student employment and the program; provide recommendations on cost-saving measures forecasting and resource allocation.
• Collaborate with Visitor Experience leadership on cohesive programming training content and messaging across ambassador and Welcome Center experiences while actively contributing to high-level strategy sessions and long-term planning for CMUs campus visit and welcome programs
• Provide backup coverage and operational oversight for the Welcome Center reception desk ensuring professional engaging service to all visitors and CMU affiliates. Participate in ongoing brand training and serve as a steward for CMU messaging across visitor experiences.

Work hours/schedule:

• Work Schedule & Commitment: This is a full-time in-person position based on the Pittsburgh campus; remote work can be an option when there is no ambassador programming on Wednesdays but priority should always be given to ambassador programming needs.
• Core Business Hours: Monday through Friday from 8:30 AM 5:00 PM.
• Occasional Hours: Candidates must be available for evening and weekend shifts to provide ambassador meeting support event and Welcome Desk support as needed. Support weekend work is required on a rotational basis (approximately one weekend every month).

Adaptability excellence and passion are vital qualities within Carnegie Mellon University. We are in search of a team member who can effectively interact with a varied population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work.

You should demonstrate:

• A passion for fostering the professional development of college-level students while aligning their growth with Enrollment Managements strategic business needs.
• A proactive service-oriented mindset with the ability to represent the university brand professionally when engaging with visitors faculty staff and students across all levels of the university.
• Skilled in managing multiple demands in a fast-paced environment with strong attention to detail and proficiency in office technology including Google Workspace and scheduling or registration systems.
• Excellent oral and written communication skills paired with the ability to use independent reasoning to solve complex problems and ensure the success of ambassador programming.
• A high level of emotional intelligence and professional decorum; ability to navigate complex organizational hierarchies with tact receive and implement feedback with a growth mindset and maintain a composed respectful demeanor in all interactions.
• The ability to understand institutional goals and align personal or team actions with leaderships vision including knowing how to advocate for an idea while respecting final decisions.
• The ability to anticipate and solve scheduling conflicts such as finals week or university breaks ensuring the Welcome Center and campus tours and events are always fully staffed.
• Proficiency in basic HR administration including the accurate and timely oversight of payroll for a high volume of student employees.
• A keen eye for detail to ensure all student-led events and projects adhere to university brand standards and messaging.

Qualifications:

• Bachelors degree or equivalent in marketing communications hospitality management business higher education administration or other related field.
• Minimum two years of customer service admission student affairs or administrative management experience required. Experience in higher education and working with students is highly desired.
• Experience handling difficult conversations whether with prospective parents campus partners or student employees with a level-headed approach that prioritizes the universitys reputation.
• Proven experience managing large-scale teams (50120 individuals) by leveraging systems and student leads to ensure operational consistency.
• Ability to lift deliveries and packages up to 25 pounds on a regular basis. (Examples include boxes of printed materials pens buttons and postcards)
• Ability to travel on- and off- campus locations as needed
• A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered

Requirements:

• Successful completion of a pre-employment background check including Act 153 clearances

Joining the CMU team opens the door to an array of exceptional benefits.

Benefits eligible employees enjoy a wide array of benefits including comprehensive medical prescription dental and vision insurance as well as a generous retirement savings program with employer contributions. Unlock your potential with tuition benefits take well-deserved breaks with ample paid time off and observed holidays and rest easy with life and accidental death and disability insurance.

Additional perks include a free Pittsburgh Regional Transit bus pass access to our Family Concierge Team to help navigate childcare needs fitness center access and much more!

For a comprehensive overview of the benefits available explore our Benefits page.

At Carnegie Mellon we value the whole package when extending offers of employment. Beyond credentials we evaluate the role and responsibilities your valuable work experience and the knowledge gained through education and training. We appreciate your unique skills and the perspective you bring. Your journey with us is about more than just a job; its about finding the perfect fit for your professional growth and personal aspirations.

Are you interested in an exciting opportunity with an exceptional organization! Apply today!

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