Assistant Director Enrollment Operations Center
Assistant Director - Enrollment Operations Center
SALARY: $66,000
STATUS: Full-time, Exempt
DEPARTMENT: Admissions
LOCATION: Grand Rapids, W.A. Lettinga Campus
REPORTS TO: Director- Enrollment Operations Center (EOC)
SUMMARY:
The Assistant Director - EOC will support the design, evaluation, and configuration of the CRM system as well as providing technical support and diagnosing problems. This position is responsible for the day-to-day operations of enrollment systems and staff who manage all incoming inquiries to the university. This includes facilitating admissions communications to the university's leads and applicants, and supporting the relationship between Enrollment and Marketing through collaboration on data and projects. These responsibilities are performed in an ethical manner consistent with the University's mission, vision, and values which include diversity, equity, and inclusion.
RESPONSIBILITIES:
• Oversee day-to-day operations, maintenance, and support of the Salesforce CRM environment and understand all aspects of Salesforce configuration and technical/functional capabilities, including all changes and potential system implications. Also oversees the integration of data from other internal and external database systems to ensure data integrity is held at the highest level.
• Oversee the efforts of the Enrollment Operations Center (EOC) Call Center to ensure quality customer service is offered in all interactions, including tracking and monitoring key performance metrics.
• Manage data-sharing between admissions and marketing initiatives, ranging from email/mail list development to reviewing data received from third-party recruitment companies.
• Implement university recruitment strategies that leverage CRM tools, including sending mass emails and SMS, and maintaining the event registration platform.
• Support in the preparation of reports and dashboards to provide analytical insights for the admissions team.
• Serve as a technical resource on enrollment projects and process improvement initiatives.
• Communicate effectively with non-technical audiences to understand business needs and explain complex systems and technical topics clearly and concisely.
• Coach and mentor peers and emerging members of the team while advocating for Salesforce best practices.
• Manage the Lead Management team through small-scale system enhancements and ongoing CRM and application maintenance.
• Collaborate with Institutional Research (IR) for audience segmentation, reporting, and data maintenance.
• Manage systems to handle all leads and phone calls that come into the university including tracking, qualifying, sorting, and reporting leads and calls.
• Coordinate with other University departments regarding policies and processes to ensure smooth and consistent coordination of services.
• Hire, train, manage, and develop EOC team members.
• Manage processes for effectively assisting prospective students, current students, returning students, enrollment staff, and internal constituents with an enrollment operations center from inquiry to start.
• Understand and abide by all external and internal regulations and policies associated with Admissions or other role-specific regulations.
• Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC, and national affiliations associated with athletics or other role-specific regulations.
• Provides GREAT customer service, anticipating and exceeding the needs of our customers.
• Demonstrate and promote the University's Cultural Values.
• Perform other duties as assigned.
QUALIFICATIONS:
• Bachelor's degree in business or technology or related field required.
• Master's degree in business or technology-related fields preferred.
• Experience in CRM technology and systems, business analytics, and/or lead management required.
• Sales and marketing experience preferred
• Previous call center experience preferred.
• Ability to work professionally with flexibility in handling and reconciling multiple priorities in a fast-paced environment.
• Ability to analyze and prepare data for distribution.
• Familiarity with emerging technology in Customer Relationship Marketing such as Salesforce, Data Loader, and Informatica. Certification is preferred.
• Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation, and positive reactions to change and conflict resolution.
• Excellent interpersonal, communication, and presentation skills, both written and oral which transcend diverse audiences.
• Demonstrated ability to communicate effectively and relate well to students, parents, faculty, staff, and others while maintaining appropriate confidentiality.
• Must be highly motivated and solution-oriented with a high degree of integrity, ethics, and dedication to the mission of the University.
• Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain). Moderate travel, including overnight stays.
• No regular lifting requirements, occasional lifting up to 25 pounds.
• Must be able to work an irregular schedule, evenings or Saturdays as needed, additional hours during peak times, or as required.
DAVENPORT UNIVERSITY IS AN EQUAL OPPORTUNITY EMPLOYER
Revision Date: 07-03-2025
To apply, visit https://apptrkr.com/6367292
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