Ambassador Manager – Office of Enrollment Management

The Office of Enrollment Management at Carnegie Mellon University is seeking a dynamic, student-centered professional to lead the Tartan Ambassador program—an integral part of the university’s visitor experience. This role oversees a team of 70–120+ student ambassadors who represent CMU through campus tours, events, and Welcome Center operations. Responsibilities include hiring, training, scheduling, and mentoring ambassadors across three leadership tiers, while fostering a welcoming and inclusive environment for all visitors. The ideal candidate will have strong organizational and communication skills, a passion for student development, and a collaborative spirit to work closely with the Visitor Experience team in delivering exceptional campus visits. The Office of Enrollment Management is committed to fostering an environment where students and families feel welcome, prepared and supported during their transition to life at CMU all the way through Commencement. The office supports student success and positive outcomes by fostering collaborative partnerships across the university, promoting data driven decision-making, and planning for long-term enrollment strategy.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 70–120+ current CMU students each semester that directly contributes to the university’s 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 CMU’s 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 operations—including approving bi-weekly hours for 70–120+ student employees—to 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 CMU’s 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 CMU’s campus visit and welcome programsProvide 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