Requires working on site M-F or four days a week. Reports to Director of Student Experience with functional supervision provided by the SE Manager -- Intern and Info Services
The Navigation Desk Coordinator is responsible for managing the Hub Navigation Desk Services for an outstanding student and guest services experience. The Navigation Desk Coordinator brings the Opportunity Hub's Information Services vision to life, through a system and culture of providing information (answers, resources, direction, knowledge) and service (hospitality, generosity, empathy) to all Hub/LSA visitors. This role oversees the daily operations of the Navigation Desk and its student staff, and provides training and support around the Hub's Navigation Services Development Model. The Information Services Coordinator also works closely with LSA Navigation Desk staff to manage the guest experience for the LSA Building first floor.
Key areas of responsibility:
60% - Information/Navigation Services - Create a welcoming, responsive, and informative experience for all visitors to the Hub and LSA Building.
- Customer Service Delivery
- Greet and assist all visitors with hospitality, empathy, and professionalism.
- Answer front-line inquiries (in-person, phone, email) and route to appropriate staff.
- Support drop-in coaching sessions and manage student appointments.
- Help students navigate Hub platforms like the LSA Opportunity Network.
- Maintain a clean, safe, and welcoming lobby environment.
- Service Administration
- Track visitor data and trends to improve services.
- Oversee front desk check-out systems (tech, materials).
- Collaborate with LSA Tech Services and Dean's Office on shared desk operations.
- Work with the Learning, Data & Assessment team to:
- Collect key service metrics.
- Develop tracking and reporting tools.
- Forecast visitor volume and resource needs.
20% - Support the Hub Intern Program - Lead and support a team of 9-12 student interns who staff the Hub's Information Desks.
- Provide leadership, supervision, and professional development for interns.
- Monitor intern progress through the Navigation Services Development Model.
- Oversee task assignments and training, using ClickUp for project management.
- Coordinate intern schedules and identify professional development topics for monthly meetings.
- Assist with intern onboarding and orientation as needed.
20% - Facilities & Program Coordination for Student Services
Collaborate with LSA and U-M partners to ensure that Hub spaces and resources support seamless student experiences.
- Coordinate the use, access, and maintenance of publicly facing interview rooms, meeting rooms, and shared spaces.
- Partner with college programs and facilities teams to address student check in processes to various services located in the LSA Building, emerging custodial needs, and interview and meeting room equipment functionality.
- Support smooth operations by managing and mail distribution throughout LSA Building.
- Represent the Hub on student services related college-wide groups such as LUGS to ensure alignment in serving LSA students.