Job Listings

CRM Operations Manager - Enrollment Management

Washtenaw Community College
Job Location:
Ann Arbor, Michigan
Admissions and Enrollment
We are looking for candidates with strong writing and technical skills to measure effectiveness and recommend changes based on data, a highly service-oriented focus, and strong project management skills. 

Position Summary:
The CRM Operations Manager – Enrollment Management will provide technical expertise to TargetX/Salesforce (CRM) users throughout the Enrollment Management Department, while also carrying out vital audits, project support and administrative duties. Responsible for requirements gathering, TargetX/Salesforce configuration, testing, training and post deployment support. Provide expert level support and technical training to all users to assist in the proper utilization of the system. Manage daily technical operations related to CRM technology support.

The CRM Operations Manager has primary responsibility for optimizing the TargetX CRM performance, documenting the operation, support processes and procedures related to application processing, investigating and resolving technical online application errors, and communicating with internal and external stakeholders (vendors) as appropriate. This position will lead the effort to establish/refine policies, processes, and procedures related to maintenance, update, upgrade, integration, and development of the CRM recruitment and application environments.

Essential Job Duties and Responsibilities: 

This position will understand the business needs and formulate and optimize the CRM systems to best support operations in the Enrollment Management area. This position will become an expert in day-to-day CRM operations and become a bridge between operations and systems. 
  • Work with Enrollment Management Department users to gather, understand, and define business requirements.
  • Responsible for reviewing, analyzing performance and occasionally modifying systems including testing and creating workflows and reports as requested. 
  • Create and maintain user, technical and operational documentation for the Enrollment Management Department
  • Work with the Student Systems Architect and Director of CRM to develop, implement, test new CRM processes, as well as troubleshoot solutions to system problems.
  • Works with internal constituents to ensure data integrity and that systems are appropriately functioning and to meet the long and short-term enrollment goals of the College.
  • Develop dashboards for communicating enrollment metrics.
  • Plan and develop CRM projects with Dean of Enrollment Management and other stakeholders.
  • Track project performance, specifically to analyze the successful completion of short and long-term goals.
  • Establish system processes to provide better monitoring and proactive management.
  • Responsible for implementing Enrollment Management email program utilizing CRM platform.
  • Establish, document, and update procedures manual(s) to ensure quality and efficiency for all operation functions.
  • Work with leadership team for CRM – Salesforce platform roadmap for continuous improvement, adoption, and utilization.
  • Manage Salesforce users, profiles, roles, permission sets and other administrative responsibilities for Enrollment Management Department.
  • Provide basic Salesforce administration (data maintenance, dashboards, reports, fields, page layouts, etc.) for Enrollment Management staff.
  • Perform other duties as assigned by supervisor.
Minimum Required Knowledge, Skills and Abilities:
  • Bachelor’s degree in business, information systems or related field required.
  • Five (5) years of relevant and progressive admissions, registration, student services systems experience.
  • Strong information technology skills. This includes special CRM software, classic office applications, web services, social media sites, communication services and any other relevant software and hardware.
  • Experience with CRM/ERP systems required.
  • Experience with the import and export of data required.
  • Excellent organizational skills as well as strong oral and written communication skills.
  • Must be able to communicate effectively with diverse constituent groups, work successfully in cross-functional settings and function in a fast-paced environment.
  • Highly motivated, results oriented individual with the ability to work independently and be a self-starter.

Please complete all sections of the application and submit required documents. Our college strives to make a positive difference in people’s lives through accessible and excellent educational programs and services. Washtenaw Community College seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve our diverse community and to build on the success of our students, faculty & staff. Washtenaw Community College is committed to creating an inclusive, welcoming environment. Washtenaw Community College is an Affirmative Action/Equal Opportunity Employer.

Current Washtenaw Community College Employees Salary is determined by BOT Policy 5005***An Administrative Group employee whose job has been reclassified or who is promoted to a new position shall have his/her salary set at the new salary range minimum or at 10% above current salary, whichever is greater. Starting rate/salary is determined based on education and work history listed on application.
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