Ambassador Manager

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 programs
• Provide 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 and who will support the mission of the university through their work.

You should demonstrate:

• A passion for fostering the professional development of college-level students while aligning their growth with Enrollment Management’s strategic business needs. 
• A proactive, service-oriented mindset with the ability to represent the university brand professionally when engaging with visitors, faculty, staff, and students across all levels of the university. 
• Skilled in managing multiple demands in a fast-paced environment with strong attention to detail and proficiency in office technology, including Google Workspace, Monday.com, and scheduling or registration systems. 
• Excellent oral and written communication skills paired with the ability to use independent reasoning to solve complex problems and ensure the success of ambassador programming. 
• A high level of emotional intelligence and professional decorum; ability to navigate complex organizational hierarchies with tact, receive and implement feedback with a growth mindset, and maintain a composed, respectful demeanor in all interactions. 
• The ability to understand institutional goals and align personal or team actions with leadership’s vision, including knowing how to advocate for an idea while respecting final decisions.
• The ability to anticipate and solve scheduling conflicts, such as finals week or university breaks, ensuring the Welcome Center and campus tours and events are always fully staffed.
• Proficiency in basic HR administration, including the accurate and timely oversight of payroll for a high volume of student employees.
• A keen eye for detail to ensure all student-led events and projects adhere to university brand standards and messaging.

Qualifications:

• Bachelor’s degree or equivalent in marketing, communications, hospitality management, business, higher education administration or other related field.
• Minimum two years of customer service, admission, student affairs or administrative management experience required. Experience in higher education and working with students is highly desired.
• Experience handling difficult conversations, whether with prospective parents, campus partners, or student employees, with a level-headed approach that prioritizes the university’s reputation.
• Proven experience managing large-scale teams (50–120+ individuals) by leveraging systems and student leads to ensure operational consistency.
• Ability to lift deliveries and packages up to 25 pounds on a regular basis. (Examples include boxes of printed materials, pens, buttons, and postcards)
• Ability to travel on- and off- campus locations as needed
• A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered

Requirements:

• Successful completion of a pre-employment background check, including Act 153 clearances

Joining the CMU team opens the door to an array of exceptional benefits.

Benefits eligible employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insuranceas well as a generous retirement savings program with employer contributions. Unlock your potential with tuition benefits, take well-deserved breaks with ample paid time off and observed holidays, and rest easy with life and accidental death and disability insurance. 

Additional perks include a free Pittsburgh Regional Transit bus pass, access to our Family Concierge Team to help navigate childcare needs, fitness center access, and much more!

For a comprehensive overview of the benefits available, explore our Benefits page.

At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond credentials, we evaluate the role and responsibilities, your valuable work experience, and the knowledge gained through education and training. We appreciate your unique skills and the perspective you bring. Your journey with us is about more than just a job; it’s about finding the perfect fit for your professional growth and personal aspirations.

Are you interested in an exciting opportunity with an exceptional organization?! Apply today!

Location

Pittsburgh, PA

Job Function

Outreach

Position Type

Staff – Regular

Full Time/Part time

Full time

Pay Basis

Salary

More Information: