Commencement Communications Coordinator, Temporary

Commencement Communications Coordinator, Temporary

The Commencement Communications and Guest

Experience

• Coordinator, Temporary supports the planning and delivery of the University of Michigan?s spring commencement communications and guest information program. Serving as a central point of contact for students, graduates, families, faculty, staff, and guests, this position is responsible for coordinating accurate, timely, accessible, and audience-appropriate information across email, phone, web, and on-site service channels.

• The coordinator independently assesses and resolves a high volume of inquiries, including complex, sensitive, or time-critical questions; interprets commencement policies and operational information; and coordinates with schools, colleges, departments, and central University partners when issues require specialized expertise or escalation. The position exercises judgment in determining the appropriate response, identifying emerging concerns, and ensuring consistent communication across University resources.

• In addition to direct constituent support, the coordinator maintains communication tools and reference materials, analyzes inquiry trends, recommends improvements to public-facing content and processes, and partners with event planning and communications staff to reduce confusion and improve the commencement guest experience. The role requires discretion, sound judgment, strong writing and project coordination skills, and the ability to synthesize changing information in a fast-paced, highly visible environment.

• This position will work part-time during the early planning period and transition to full-time as commencement approaches.

• Responsibilities*

Characteristic Duties and Responsibilities:

65% Commencement Communications and Customer Service:

• Serve as a primary University contact for students, graduates, families, faculty, staff, and guests seeking information about the university-wide commencement ceremony.
• Coordinate daily operations of the central commencement email inbox and phone line, ensuring inquiries are triaged, researched, resolved, documented, or escalated within established service standards.
• Answer incoming phone calls regarding commencement and provide clear, courteous, and consistent information.
• Draft clear, accurate, and audience-appropriate responses that reflect University standards and account for the individual circumstances of each inquiry.
• Use approved email templates, frequently asked questions, websites, and other resources to ensure consistent and accurate responses.
• Personalize standard responses when needed to address the specific circumstances or concerns of the individual.
• Develop and maintain a comprehensive working knowledge of commencement plans, policies, procedures, and guest information.
• Independently interpret and communicate detailed commencement plans, policies, procedures, and guest requirements while recognizing matters that require additional review or authorization.
• Resolve routine and complex inquiries such as, but not limited to: Ceremony dates, times, and locations; graduate and guest arrival procedures; tickets and guest attendance; academic attire and regalia; accessibility resources; parking and transportation; venue entry and security; or any other related ceremony logistics
• Distinguish between questions related to the university-wide commencement ceremony and those handled by schools, colleges, departments, or other University offices.
• Refer or escalate inquiries to the appropriate team member or University unit when additional expertise or authorization is required.
• Apply approved policies and response protocols consistently while identifying situations that require an exception, clarification, or leadership decision.
• Manage sensitive, urgent, or escalated concerns with professionalism, empathy, discretion, and sound judgment.
• Monitor response times, open issues, and follow-up needs to ensure inquiries are fully resolved and do not become lost or delayed.
• Protect confidential or sensitive information and follow applicable University practices when communicating with constituents.
• Provide communications and constituent-relations support for other high-priority event needs during peak periods.

25% Commencement Knowledge and Team Coordination:

• Develop and maintain a centralized collection of response templates, frequently asked questions, policies, contact lists, escalation procedures, maps, timelines, scripts, and other reference materials.
• Review planning documents and operational updates, synthesize changes, and translate them into clear guidance for diverse audiences.
• Coordinate with commencement planners and partners across the University to verify information, reconcile conflicting guidance, and resolve constituent questions.
• Track and categorize inquiry volume, topics, recurring concerns, and unresolved issues; prepare summaries or reports to support planning and decision-making.
• Identify trends and emerging areas of confusion and recommend changes to processes, public-facing information, response templates, and escalation procedures.
• Partner with the Event Design and Communication team to draft, proofread, and update commencement website content, frequently asked questions, email communications, signage, and guest information.
• Conduct quality-control reviews to promote consistency and accuracy across email, phone, web, print, and on-site communications.
• Participate in planning meetings and communicate constituent feedback and operational concerns that may affect the guest experience.
• Help develop service standards and communication workflows for periods of peak volume.

10% Administrative and On-Site Commencement Support:

• Meet with supervisor and other team members regularly.
• Suggest potential improvements that improve the work we do and the events we produce.
• Assist with proofreading commencement communications, web content, FAQs, signage, and guest information as requested.
• Support other commencement-related administrative tasks during periods of high activity.
• Assist with on-site commencement activities as requested, which may include answering questions, providing directions, supporting information tables, and helping guests navigate the ceremony venue.
• Perform other duties consistent with the scope and purpose of the temporary assignment.
• -Assist with preparation, organization, tracking, and deployment of guest-information materials, signage, event supplies, and other communications resources.
• -Participate in event briefings, training sessions, rehearsals, and post-event evaluation.
• -Recommend improvements to communication practices, service workflows, and the overall guest experience.

Note:

• -

• This is a temporary position from January through May 2027. The employee will work part-time from January until a designated transition date in March and full-time from that date through May. Specific hours and the transition date will be communicated during the hiring process.

• Work volume is expected to increase significantly as commencement approaches. Some early-morning, evening, or weekend work may be required, particularly during commencement week and on the day of the ceremony. On-site work will be required for training, planning, and commencement activities as determined by the department.

• Required Qualifications*

• Previous experience in customer service, administrative support, event support, hospitality, communications, or a related area.

• Demonstrated ability to provide professional and responsive customer service by email and phone.

• Previous experience working in a collaborative/team setting.

• Strong written and verbal communication skills.

• Ability to manage a high volume of communications while meeting established response-time expectations.

• Demonstrated ability to write clear, concise, accurate, and audience-appropriate email responses.

• Must be flexible and able to work with changing timelines. Extensive independence, initiative, and judgment are necessary in the execution of responsibilities.

• Ability to remain calm, professional, and helpful when responding to individuals who are frustrated, confused, or concerned.

• Ability to work independently while collaborating effectively with a team.

• Strong time management, project management, and problem-solving skills.

• Demonstrated ability and passion for providing excellent customer service to event guests, including high-level and prominent attendees.

• Previous experience in a customer service role.

• Thrives in a fast-paced work environment.

• Exceptional attention to detail in all areas of work.

• Desired Qualifications*

• Experience responding to a shared or high-volume customer service email inbox.

• Experience providing customer service by phone.

• Familiarity with the University of Michigan and its schools, colleges, campuses, or administrativ