Student Experience Manager

Department Summary

The Trotter Multicultural Center and Multi-Ethnic Student Affairs serve as a vibrant campus hub where students connect, lead, and engage across identities and interests. Trotter/MESA offers event and meeting spaces, quiet and informal lounges, support for student organizations, and opportunities for community building and shared learning. Primary location includes a 10,000sq. foot multicultural center and secondary location includes a 5-room office suite.

Position Summary

The Student Experience Managers (SEM) serve as a key evening presence in our student-centered spaces, ensuring a welcoming, safe, and responsive environment for all community members. This role focuses on supporting student well-being and engagement through proactive building oversight, direct student interaction, and supervision of student staff.

Two part-time SEMs will share coverage of the week, each managing designated evening shifts to provide consistent leadership and support. Reporting to the Associate Director, the SEMs operate within a dual supervision model providing direct supervision to a total of 25-30 student employees, conduct regular hourly rounds, support the front desk, and serve as a first point of contact for after-hours concerns related to climate, behavior, or safety.

Supervision, Training, & Student Engagement (55%)

• Provide direct, hands-on supervision to 25-30 student staff including undergraduate and graduate staff, ensuring consistent coverage, strong performance, and a positive work environment.
• Lead on-site management of student staff, reinforcing expectations for building operations, front desk management, community engagement, and visitor support.
• Offer real-time coaching, guidance, and feedback to strengthen student staff's communication, decision-making, and problem-solving skills.
• Support student staff in responding to climate or behavioral concerns with professionalism, care, and adherence to unit protocols.
• Manage scheduling, shift changes, and event coverage processes.
• Facilitate ongoing training and development in areas such as community engagement, customer service, conflict resolution, and inclusive practices.
• Model student-centered, equity-focused engagement approaches that foster a welcoming environment for all students.
• Conduct regular check-ins and debriefs with student staff to reinforce learning, ensure accountability, and support leadership development.
• Develop and implement engagement strategies that encourage participation from diverse student groups and enhance visibility of Trotter/MESA programs.
• Mentor student staff in their professional and leadership growth within the Trotter/MESA community.
• Document student staff performance updates, concerns, successes, and follow-up items for continuity across supervisors.
• Collaborate with professional staff to maintain alignment with unit-wide goals, values, and student experience standards.

On-Site Management, Crisis Response, Operations, & Evening Support (35%)

• Provide front desk coverage at either site location as needed, including greeting visitors, answering phones, and offering general assistance.
• Serve as the primary evening responder to behavioral, safety, bias-related, and climate concerns, exercising sound judgment and adherence to established protocols.
• Assess and de-escalate emotionally complex or high-impact situations while maintaining professional boundaries and coordinating appropriate campus resources (e.g., DPSS, CAPS, Dean of Students Office).
• Initiate and complete conduct reports and required incident documentation in alignment with university policies.
• Prepare detailed incident summaries and escalation notes to ensure timely follow-up.
• Monitor building usage trends, safety patterns, and community behavior indicators to inform proactive operational strategies.
• Contribute to assessment reports and policy review processes to enhance safety, operations, and student experience.
• Identify recurring safety or behavioral patterns and proactively recommend strategies to mitigate risk and enhance community standards.

Unit Support and Administrative Duties (10%)

• Maintain shift logs and operational handoff documentation to ensure continuity across SEM coverage.
• Collaborate with professional staff to maintain alignment in operations, student supervision, and engagement strategies.
• Participate in professional and student staff meetings, required trainings, and professional development.
• Contribute to a supportive, inclusive atmosphere where all students feel seen, valued, and connected to Trotter's mission.
• Perform other duties as assigned.

Required Qualifications

• HS Diploma or equivalent
• Prior experience in student support, residential life, public safety, customer service, or a related field.
• Experience in conflict resolution, crisis response, or de-escalation.
• Experience supervising, mentoring, or training professional staff, student employees, peer leaders, or volunteers.
• Must be available to work a flexible work schedule that includes evening shifts and weekend on call status.

Schedule

Mid August - Mid May
Varied: 4 days per week
3 days 4:00pm-12:30am, Monday - Friday
1 day 9:30am-3:30pm, Saturday or Sunday

Mid May - Mid August
Varied: 4 days per week
3 days 8:30am-5pm, Tuesday - Thursday
1 day 9:30am-3:30 pm, Monday or Friday

Position Responsibilities Criteria

• Demonstrated ability to remain calm and composed in challenging or high-pressure situations.
• Strong interpersonal and communication skills, especially with diverse populations.
• Ability to work independently, make sound judgments, and follow established protocols.
• Ability to manage multiple priorities and handle additional responsibilities where needed.
• Ability to relate well with and understand today's college students to ensure a positive impact of work to address student community needs and concerns.
• Demonstrated experience in impacting and contributing to shaping positive organizational culture and values.
• Strong commitment to student-centered and developmentally appropriate approaches and strategies in working with students.

Financial/Budgetary Responsibility

This role is responsible for tracking temporary salary wage spending for a budget of approximately 300K annually.

Working Conditions

This position requires three designated evening shifts (4:00pm - 12:30 am) Monday - Friday, and one six hour shift on weekends. May require additional hours for virtual or in-person meetings.
This role may require on-call hours for times outside of the scheduled workday. See the On Call Pay SPG for information regarding compensation and expectations.

Physical Requirements

An ability to transport objects weighing up to 25-30 pounds.

Direct Reports

This role supervises 25-30 student employees including Student Engagement Managers and Graduate Team Leads. This includes primarily undergraduate students and up to 6 graduate students. Students supervised include students who cover daytime, evening, and weekend shifts. There are typically 3-5 students on four hour shift rotations.

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.