Student Experience Manager

Unit

Student Success

University Academic Advising

The Student Experience Manager ensures a consistent, high quality customer experience at University Academic Advising (UAA), engaging regularly with current and prospective students, faculty, staff, families, and visitors. They oversee day‑to‑day administrative operations and project management at our office, located in Hibbs Hall. The Student Experience Manager serves as primary supervisor for the UAA front desk, which includes recruiting, training, and supervising student assistants to support and scale our work.

This position reports directly to the Executive Director and provides administrative support, including purchasing, to the UAA leadership team. This position also serves as the Hibbs Hall building manager for the basement and first floor.

• Operations and Customer Service (55%): Ensure that the front desk runs smoothly and effectively by providing quality customer service to students, families, and other stakeholders. Maintain organized and safe front reception area, office common areas, and supply storage. Manage central email inbox for the department. Manage and distribute office mail, deliveries, and supplies. Handle building requests for the basement and first floor as building manager and other related tasks including risk assessment and mitigation.
  
  Perform other duties to support team operations and initiatives, as assigned.
• Training and Supervision (35%): Directly supervise, recruit, train, evaluate, and provide work direction and problem‑solving assistance for front desk student assistants (typically Federal Work‑Study students). Manage and track communication outreach and campaign projects as assigned by UAA leadership. Support technology training and support needs primarily for our student information system, Navigate.
• Purchasing (10%): Maintain an inventory of office supplies and purchase items as needed. As approved by the Executive Director, make purchases for associate directors and advisors. For staff events, assist with facility reservations, collect Business Meal Forms, place food orders, and coordinate delivery to the event. As approved by the Executive Director, work with staff to process payments for memberships, conferences, and other various professional development opportunities.
  
  Make purchases as approved for the Undergraduate Academic Advisory Board (UAAB).
• Professional Development (5%): Participate in professional development and training opportunities to grow professionally. Participate in activities and/or experiences that enhance cultural competency. Participate in and provide feedback on training and professional development activities. Collaborate with university partners on matters that impact student recruitment, success, and retention and support departmental and university retention initiatives.

• Minimum Qualifications
  • High school diploma or equivalent.
  • Demonstrated experience providing superior customer service in a fast‑paced environment.
  • Experience handling competing priorities while providing excellent customer service to visitors and office staff.
  • Excellent verbal and written communication skills.
  • Intermediate proficiency in Google Suite, Microsoft Word, and Excel.
  • Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.
• Preferred Qualifications
  • Bachelor's degree completed or in progress.
  • Supervisory experience in a customer service setting.
  • Experience using appointment scheduling software / platform.
  • Experience hiring student employees in a university/college setting and managing the associated human resources paperwork.

Up to $40,000

All full‑time university staff are eligible for VCU's robust benefits package that includes comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition benefits, retirement planning and savings options, tax‑deferred annuity and cash match programs, employee discounts, well‑being resources, abundant opportunities for career development and advancement, and more.

Non‑Exempt

40

No

No

Fully Onsite

19021N - Customer Service Rep GA 1