Position will provide leadership and strategic direction for the undergraduate and graduate electronic admission operations teams. Serve as primary Customer Relationship Management (CRM) system administrator. Maintains up-to-date knowledge and serves as a campus resource on the state-of -the art in electronic admission and CRM systems. Reports directly to the Vice Provost for Academic Affairs with coordination of duties with the Dean of the Graduate School and the Vice Chancellor for Undergraduate Admissions.
Coordinates and leads team of dedicated IT support staff for ECU’s electronic admissions applications and CRM system. Leads operational functions of the electronic CRM/admission system (Target X) such as webforms, event registrations forms, email campaigns and related communications. Leads operational efforts focused on quality assurance, increased efficiency, and cost reduction. Leads the creation, maintenance, and testing of inquiry and application processes. Leads the development of all electronic applications decision and processes. Supervises and trains enrollment operations staff members. Leads the development, management, and maintenance of enrollment CRM solutions. (currently Target X) Serves as a project manager for strategic initiatives as assigned.
Directs all operational aspects of the undergraduate and graduate electronic admission system and processes, including but not limited to applications, documentation, test scores, imports, and admission decisions. Maintains and improves upon all data integrity. Creates and maintains business processes across undergraduate and graduate admissions operations involving system tracked information, such as admission inquiries and applications, prospective student visits and events, admission file review and decision notification, financial aid awarding, and enrollment deposits. Ensures equitable distribution of services across undergraduate and graduate admissions. Oversees data processing and sound data management in collaboration with staff in other enrollment units, cross-campus partners, and external parties (e.g., vendors). Liaison to the Banner Student Team and ITCS Staff regarding integration to system technology. Helps deliver regular enrollment data reports and fulfills ad-hoc data requests.
Ensures coordination of admissions processes as it relates to the CRM for both undergraduate and graduate admissions. Collaborates with key stakeholders to ensure accreditation requirements, program reviews, and other processes are met and performed for the continuous improvement ECU activities Maintains partnerships at the national, state, and local levels, including with key professional and industry organizations. Serves as a liaison for the Admission Offices with campus and external partners.
Other duties as assigned.
Bachelor’s degree and 2 years of relevant experience or equivalent combination of education and experience.
Master’s Degree in related academic discipline. Preferred 5 years of experience in admissions operations. Experience in leadership and/or management of admissions operations functions. Experience in managing an information technology system. Three years of experience in managing an information technology system. Ability to build relationships and influence at all levels, both internally and externally. Administrative experience with CRM/database systems. Ability to be an agent of change in rapidly changing environment. Proven ability to analyze data to identify trends and drive innovation within the related field. Strong oral and written communication skills.