Tour Guide Manager Jobs in Cleveland, OH (NOW HIRING)

Division/Department: Enrollment Services – Admission

Status: Full-time, exempt

Work Schedule:8:30 am to 5 pm (M-F), includes some evenings and weekends. As a highly interactive, front-facing role, this position requires regular on-site presence.

Job Summary:

Reports to the Associate Vice President of Enrollment Services. Directs and executes the strategic administration of the campus visit experience for all prospective undergraduate, graduate, adult, and transfer students. This position manages Welcome Center front-of-house operations, leads the student ambassador program, and exercises independent judgment to customize individual and group visit itineraries. Serves as a key collaborator with university faculty and leadership to maximize conversion and enrollment goals through high-impact campus experiences aligned with the institution's private, comprehensive mission.

Essential Duties, Tasks and Responsibilities: 

The following duties represent the core strategic responsibilities of the position and require regular exercise of independent discretion:

• Program & Operations Management:Manages all daily operations of the Welcome Center visit experience, establishing service benchmarks and protocols to ensure a seamless, high-impact introduction to the university.
• Personnel Leadership:Directs the student ambassador and tour guide program. Retains full discretion over recruitment, hiring, onboarding, comprehensive training, performance evaluation, and scheduling of student staff to align with strategic enrollment priorities.
• Strategic Visit Architecture: Designs, evaluates, and executes customized campus visit itineraries for first-year, transfer, adult, and graduate populations, independently determining the appropriate deployment of faculty, staff, and campus resources for each unique visit.
• Cross-Campus Collaboration:Formulates andmaintainsstrategic partnerships with academic deans, faculty, athletic coaches, and student services staff to build a robust network of campus partners dedicated to recruitment event execution.
• Data & System Administration:Serves as the primary administrator for the visit and event modules within the Slate Student Information System (SIS). Leverages data to evaluate visit trends, audit information accuracy, and implement communication workflows.
• Event Oversight: Coordinates logistical execution, registration strategies, and on-site management for large-scale admission recruitment events, managing day-of operations and troubleshooting issues independently.
• Public Relations & Inquiries: Exercises professional judgment in managing high-level or sensitive inquiries from families, secondary school counselors, and community partners received via the primary events portfolio.
• Policy & Fiscal Stewardship: Adheres to and assists in enforcing departmental policies, budget guidelines for student staffing, and institutional compliance standards. Executes special projects as assigned by leadership.
• Other projects and tasks as assigned.

Qualifications: 

• A Bachelor’s degree required.
• Experience supervising, training, or mentoring student employees or entry-level staff preferred.
• Proficiency with technology systems and ability to learn new software; experience with CRM or student information systems preferred.
• High energy, positive and flexible.
• Excellent public speaking, interpersonal communication, analytical, and organizational skills.
• Strong time management and project management capabilities, with the ability to lead teams and work collaboratively across institutional divisions
• Ability to work flexible hours, including evenings and weekends, to support high-priority recruitment events.
• A commitment to the value and mission of a comprehensive education.
• Team player and able to multi-task in a fast-paced environment.
• Must successfully pass a background check.

Working Conditions and Physical Requirements:

Work is normally performed in a typical interior/office work environment. No or very limited physical effort required. No or very limited exposure to physical risk.

Conditions of Employment 

• Must successfully pass a background check.

How to Apply

Review of completed applications will begin immediately and continue until the position is filled. Interested candidates should submit one (1) Word document or one (1) PDF file containing a cover letter, resume and contact information for three references via the “To Apply” link on Baldwin Wallace University’s Employment and Careers webpage. We appreciate all applicants; only those selected for an interview will be contacted.

Additional Information

Employment is contingent upon successful completion of a background check, meeting applicable pre-employment requirements, and compliance with University and departmental policies, including completion of required training.

Baldwin Wallace University is an EEO employer and educator. We provide reasonable accommodations to applicants and employees in accordance with applicable federal, state, and local laws. At BW, we support and encourage diversity in a variety of forms. We value and appreciate inclusive excellence in the classroom, within extracurricular activities and as we engage our community partners.