Director, Visitor Experience

Title: Director, Visitor Experience

Employee Classification: Dir Customer Experience

Campus: University of North Texas

Division: UNT-Enrollment Management

SubDivision-Department: UNT-Admissions

Department: UNT-Admissions-Gen-164500

Job Location: Denton

Salary: Commensurate with experience

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Department Summary

The Office of Admissions is a vital contributor to the enrollment success at the University of North Texas through student outreach, recruitment endeavors, and a commitment to providing personalized assistance to students throughout the college application and admissions process.

Position Overview

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 experience associated with the Welcome Center and admissions events, 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 experience and will oversee all aspects of the Eagle Ambassador (tour guide) program and admissions events. Work involves, but is not limited to providing vision, leadership, and training, and data analysis to ensure the best return on investment with emphasis on customer service excellence, professionalism, and UNT pride.

Minimum Qualifications

Bachelor's degree and five years of professional customer experience; or any equivalent combination of education, training and experience.

Knowledge, Skills and Abilities

- Knowledge of university admissions standards, curriculum, academic policies, and procedures, or ability to quickly learn them.
- Knowledge of safety and security precautions appropriate to work performed.
- Strong written, oral, and presentation communication skills.
- Strong counseling and interpersonal skills, with the ability to build relationships with diverse populations including students, parents, and campus partners.
- Ability to work independently and collaboratively within a team.
- Ability to supervise, train, and plan work for subordinates.
- Skill in using personal computers and software such as Microsoft Office.
- Commitment to ensuring all campus guests feel welcomed, valued, and supported throughout their experience.

Preferred Qualifications

- Master’s degree in higher education administration, business, marketing, or a related field.
- Five or more years of progressively responsible experience in higher education, preferably in admissions, campus tours, or enrollment management.
- Demonstrated success in leading and motivating multi-generational, cross-functional teams.
- Proven record of delivering exemplary customer service with measurable improvements in stakeholder satisfaction.
- Strong data analytics and assessment skills to inform decisions and evaluate outcomes.
- Experience using CRM systems (e.g., Slate, TargetX) to enhance visitor experiences and streamline operations.
- Recognized change agent with a track record of implementing strategies, programs, or technologies that improve effectiveness and engagement.
- Strategic thinker capable of aligning visitor experience initiatives with enrollment goals and recruitment strategies.

Required License/Registration/Certifications

Driver's License

Job Duties

• Provides overall leadership, vision, direction, coordination and delivery of the UNT Welcome Center and admissions events. 
• Leverage data and post-event assessment to evaluate the effectiveness of admissions engagement strategies and Welcome Center operations. Use insights to inform strategic planning, optimize resource allocation, and continuously improve the overall visitor experience in alignment with institutional goals.
• The role leads a team of full-time and graduate assistant staff which includes hiring, scheduling, performance evaluation, and disciplinary actions. 
• In collaboration with the direct supervisor of the Eagle Ambassador program, contributes to the design and rollout of development initiatives. 
• In collaboration with the director supervisor for admissions-sponsored events, helps oversee the planning and strategic coordination of all admissions events.
• Leads cross-divisional teams and partners with internal and external stakeholders, including all academic colleges and divisional partners, to align efforts with departmental, divisional, and university-wide objectives. 

Physical Requirements

• Communicating with others to exchange information.
• Sedentary work that primarily involves sitting/standing.
• Lifting and Moving objects up to 50 pounds.
• Moving about to accomplish tasks or moving from one worksite to another.

Environmental Hazards

• No adverse environmental conditions expected.

Work Schedule

Monday - Friday, 8am - 5pm; occasional overtime and weekends

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit -- and takes actions to prevent -- discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status in its application, employment practices and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities, facilities and employment practices. The University of North Texas System promptly investigates complaints of discrimination, harassment and related retaliation and takes remedial action when appropriate. The University of North Texas System also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist or participate in an investigative proceeding or hearing.