Communications and Client Experience Manager, Registrar's Office

Description The Registrar’s Office invites applications for a Communications and Client Experience Manager to join their team. This is a new position focusing on a variety of technical workflows and customer service support for students and faculty. This role requires a high degree of collaboration, maintaining professionalism in times of conflict, problem‑solving skills, and translating and communicating complex policies and procedures to diverse stakeholders. Examples of Duties and Responsibilities Serve as front‑facing office manager and primary reception point. Open the office daily and coordinate front desk coverage, including student workers and scheduling. Manage multi‑channel communications (phone, email, web, in‑person), ensuring timely, accurate registration information across platforms. Oversee phone queue operations and explore/implement AI‑supported solutions to improve efficiency and reduce call volume. Lead mass email communications and maintain shared inboxes; coordinate messaging with staff and campus partners and manage contact lists. Maintain and update Registrar’s Office website content, calendar, and deadlines in collaboration with staff. Support core registrar processes, including end‑of‑term activities, commencement coordination, and management of student records functions (e.g., FERPA, name changes, forms). Provide backup support for specialized processes such as appeals research, grade validation, attendance tracking (LDA), and student data updates. Execute cyclical and time‑sensitive operations, including registration reinstatements, waitlist management, withdrawals, academic standing notifications, and priority registration setup. Provide functional supervision by assisting with assigning duties to student workers. Minimum Qualifications Associate of Arts (AA) or Associate of Sciences (AS) plus three (3) years of administrative experience, which includes highly detailed work assignments and extensive public interfacing or an equivalent combination of education and/or experience. Ability to provide a high level of customer service in a positive, professional, and helpful manner despite frequent interruptions. Demonstrated software experience including databases, web‑building tools, spreadsheets, and word processing (Microsoft suite). Demonstrated experience composing, formatting, and proofreading business correspondence and general office materials accurately and professionally. Demonstrated proficiencies in time management. Excellent communication and organizational skills. Preferred Qualifications General knowledge of higher education curricula, policies, and procedures. Experience working with enrollment and degree auditing software and/or relational databases. Bachelor’s degree or an equivalent combination of education and/or experience. Experience managing a front‑facing office or experience in operations management. General knowledge of the University of Montana, program offerings, and campus. Additional Information Compensation Title: Program Manager I Union: FOCUS-MFPE Work Schedule: Full‑time, 1.0 FTE (40 Hours a week), Monday through Friday 8:00 am to 5:00 pm, 12 months/year. Probationary Period: Six (6) months minimum Benefits Include: Insurance package, mandatory retirement plan, partial tuition waiver, and wellness program. The University of Montana is interested in receiving applications from people who would assist the University in demonstrating its five priorities for action: Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always #J-18808-Ljbffr