MGR, Academic Support Srvcs

The University of Florida is seeking a dynamic leader to serve as the Manager of the Campus Visit Experience in the Office of Admissions. This role plays a critical part in crafting a world-class visit experience that showcases the best of UF, leaving a lasting impression on prospective students and their families.

Key responsibilities include, but are not limited to:

Leadership and Team Management

• Hire, train, and supervise a team of over 50 student tour guides.
• Cultivate a high-energy, professional team culture where students are engaged, confident, and empowered to share their authentic UF experiences.
• Provide ongoing coaching and implement performance management processes that align with area, division, and campus expectations.
• Deliver engaging training programs to ensure student guides can personalize tours at scale, effectively and accurately representing UF's academics, student life, and values.

Daily Campus Visit Operations

• Oversee daily campus visit operations, ensuring all scheduled tours run smoothly and staffing needs are met.
• Maintain a comprehensive and customizable tour program, including traditional daily campus tours and academic-focused experiences that highlight all facets of UF.
• Collaborate with the Welcome Center Admissions Officer to coordinate tour guide staffing for special visit events.
• Serve as the lead customer service expert, training staff and students in hospitality best practices to create a warm and welcoming atmosphere.
• Gain knowledge of admissions to provide presentations as needed or answer general admissions questions to campus visitors via phone, email, and in-person.
• Ensure that front desks (two locations) and student-supported CRM and event preparations are appropriately staffed.

Visit Experience Management

• Manage the visit experience utilizing a CRM system, ensuring accurate data tracking and coding to support prospective student engagement.
• Delegate CRM, email cases, and voicemails for frequent and general admissions-related questions and needs.
• Analyze visit trends and feedback to refine and enhance the tour experience, focusing on prospective student conversions through the funnel.
• Collaborate with leadership to align visit strategies with broader enrollment and admissions goals.

Other Duties

• Perform other duties as assigned by area leadership.

$57,000 annually

In addition, we offer the following exceptional benefits:

• Health, Dental, and Vision Insurance
• State Retirement Plans
• Paid Time Off (approximately 22 days of vacation leave, 13 days of sick leave, and 11 paid holidays annually)
• Tuition Assistance (UF Employee Education Program)
• Public Service Loan Forgiveness (PSLF) Eligible Employer

For more information on benefits, please visit HR Benefits and Rewards (ufl.edu)

Bachelor's degree in an appropriate area and two years of relevant experience; or an equivalent combination of education and experience.

• Proven ability to hire, train, and supervise a team
• Excellent verbal and written communication skills
• Ability to present to audiences in large and small settings
• Demonstrated experience in providing high-quality customer service
• Familiarity with CRM systems, particularly Slate and Salesforce, and other relevant software
• Ability to cultivate a positive and professional team culture
• Strong ability to manage multiple tasks and projects simultaneously, in addition to leading large volumes of visitors
• Skilled in identifying issues and implementing effective solutions
• Flexibility to adjust to changing priorities and environments
• Commitment to ongoing learning and professional growth
• Knowledge of academic policies regarding University Admission for all levels of applicants

Applicants must upload the following documents to be considered for the position:

1. Cover Letter
2. Resume
3. List of References

Applications must be submitted by 11:55p.m. (ET) of the posting end date.