Alumni Experience Coordinator

About the Job

Working in a fast-paced, highly visible environment, the Alumni Experience Coordinator independently manages core service channels, supports revenue-generating programs, and advances smooth, efficient operations. The role exercises sound judgment in resolving sensitive issues, prioritizing inquiries, coordinating complex logistics, and determining appropriate escalation when necessary.

Through proactive problem-solving, cross-team collaboration, and continuous process improvement, this position safeguards revenue integrity, strengthens alumni relationships, and advances the UMAA's mission.

The Coordinator is a central operational leader within the Alumni Association, responsible for overseeing operations and customer service functions of the UMAA office. Serving as the primary point of contact for alumni, members, students, partners, and guests, this role ensures consistent, high-quality engagement that reflects the professionalism and values of the organization

This position is a 100%-time on-campus role which will be based in the McNamara Alumni Center. This position reports to the Vice President of Marketing for the Alumni Association.

Administrative Responsibilities (60%)

* Administrative Support:
Independently manage and prioritize all UMAA customer service channels exercising judgment in triaging urgent, sensitive, and high-impact inquiries. Resolve inquiries independently.

* Provide strategic administrative support to Alumni Association initiatives by ensuring customer service operations are aligned, efficient, and reflective of organizational standards and priorities.

* Represent the Office and Alumni Association with the highest level of professionalism, ensuring all interactions reflect institutional messaging, professional standards, and the public-facing reputation of the organization.

* Operational Efficiency and Improvement:
Monitor patterns and trends across inquiries to identify service gaps, recurring concerns, or process inefficiencies; recommend and implement improvements that strengthen operational effectiveness and alumni satisfaction.

* Assess and manage sensitive or high-visibility inquiries that may carry reputational, or public communications implications, applying sound judgment and coordinating with Marketing, Communications, or leadership when appropriate.

* Identify inquiries or patterns that may signal broader communications issues or emerging concerns and proactively surface them to leadership or communications partners.

* Handle a high volume of competing administrative tasks which require an ability to effectively prioritize and handle with the appropriate level of urgency.

* Process event registrations and memberships with a high degree of financial accuracy and accountability, safeguarding revenue integrity and reinforcing member trust in alignment with University standards.

Operations Responsibilities (30%)

* Own the daily operational rhythm and physical environment of the UMAA office, independently maintaining and enhancing shared spaces to ensure they are professional, welcoming, organized, and fully functional.

* Exercise independent decision-making in a dynamic, high-visibility environment, adapting in real time to walk-ins, meetings, MN Alumni Market activity, and program needs with minimal supervision.

* Provide day-to-day administrative staffing oversight of MN Alumni Market operations in partnership with the Director of MN Alumni Market, ensuring adherence to retail standards, transaction protocols, opening/closing procedures, and a high-quality customer experience.

* Manage and lead execution for staff meetings and gatherings, independently managing scheduling, space setup, materials preparation, and technology troubleshooting to prevent operational disruption.

* Manage central UMAA schedule for shared conference room usage and space reservations with both internal and external partners to ensure equitable, efficient access.

* Maintain office supply inventory and facilities requests; liaise with vendors and building partners as needed to support a smooth work environment.

* Support new employee onboarding and day-to-day staff operational needs by ensuring work spaces, access, and foundational technology are functional and aligned with organizational standards.

* Oversee operational execution of high-visibility UMAA programs and services, including Minnesota Alumni Travel, ensuring seamless coordination among alumni participants, external travel partners, and internal stakeholders; exercise sound judgment in fast-moving or sensitive situations where accuracy and responsiveness directly impact revenue, contractual relationships, and alumni trust.

* Continuously analyze existing processes. Recommend and initiate improvements to office operations. Ensure the highest level of efficiency and effectiveness in support of the Office staff.

* Collaboration:

Demonstrate exceptional teamwork and a consistent collaborative spirit as a member of the operations team, and provide backup…