Assistant Director, Student Engagement & Training - Student Union - UTK

This Assistant Director leads community engagement programming, staff development, and student ticketing operations to create vibrant campus experiences at the University of Tennessee. This role oversees all engagement and outreach programming, including recurring event series and pop-up activations. Additionally, the position serves as the primary liaison to the Athletics department to administer the Big Orange Tix student ticketing program, managing multiple ticketing platforms. The Assistant Director recruits, trains, and supervises more than 40 staff members for student gate operations, and designs comprehensive training and co-curricular learning experiences for Student Union student staff. Additionally, this position collaborates with Student Life Communication on marketing initiatives for the Student Union, manages program budgets, and utilizes assessment data to continuously improve services, programs, and learning outcomes.

(30%) ADMINISTRATION & STUDENT ENGAGEMENT PROGRAMMING: 

• Establish and lead the programmatic/engagement functional area within the Student Union
• Create and implement outreach/engagement programming events, including Game Day at the SU/Athletics viewing parties, daytime and Finals programming, reoccurring series (Music at Noon), and pop-up programs
• Develop program budgets and submit SPSF requests
• Manage budget allocations and conduct financial evaluation and student satisfaction surveys
• Collaborate with Student Life Communications on marketing initiatives for the Student Union, including social media, print materials, and environmental marketing 
• Serve as the primary liaison to the Athletics Department and respond to inquiries in Big Orange Tix inbox
• Administer community-based ticket subsidy
• Partner with Athletics and Student Life Communications to develop and implement communication protocols concerning ticket distribution and T-credits
• Contribute to the planning, execution, and evaluation of Student Union signature events
• Serve as Assessment Champion

(30%) SUPERVISION & OPERATIONS: 

• Lead and provide direction to the SU Information Desk/Box Office and provide daily oversight including oversight of the Lost and Found program
• Recruit, train, schedule, and supervise 40 plus professional staff for gate operations at athletic events
• Oversee operations of multiple ticketing platforms (football/basketball student ticketing, university department and student organization events, community-based functions, etc.)
• Maintain ticket scanner technology, ensuring technology is updated and in working condition, secure, and arrange for it to be at all games
• Implement sale of community-based ticket subsidy programs and facilitate financial settlement of events
• Independently respond to student and community inquiries and provide resolutions to issues
• Work with Student Life Communications and OIT to develop, update, and implement Big Orange Tix training module
• Ensure gate and stadium staff are well-trained and properly resourced to carry out their duties, and oversee the distribution of access passes, parking, and concessions subsidies
• Delegate responsibilities clearly, ensuring accountability and operational efficiency
• Manage the Big Orange Tix budget, including arranging additional pay for staff, ordering uniforms and supplies for gate, ordering resources for Big Orange Tix promotion and education, etc.
• Serve as a liaison to Student Conduct and Community Standard and oversee adjudication processes at student gates for football and basketball games, ensuring smooth entry and conflict resolution
• Manage the staffing of Big Orange Tix marketing/opportunities/involvement fairs
• Serve as a member of the SU leadership team and as the primary departmental liaison to University Athletics
• Design and implement a customer service excellence program for the Student Union

(30%) STAFF TRAINING & DEVELOPMENT

• Exercise independent judgment in designing and implementing comprehensive training programs for Student Union student staff, including semesterly onboarding, ongoing development, and mid-semester evaluations
• Create content for the Student Union training Canvas platform, and lead the review and assessment of department learning outcomes
• Advise Student Union managers on the development of educational initiatives for student staff
• Plan and execute student staff appreciation and recognition events to foster morale and retention
• Design, implement, and assess co-curricular learning experiences that occur through Student Union programs, services, facilities, and signature events
• Integrate student learning outcomes into Student Union programs and event experiences