TITLE

Director, Enrollment Management Applications

JOB SUMMARY

The Director of Enrollment Management Applications oversees business processes, identifies opportunities to streamline enrollment processes through the use of technology and coordinates with both functional and technical resources to implement solutions. This position will collaborate with faculty, staff, current and prospective students, and vendors to ensure alignment of enrollment management processes and systems with the broader institutional goals. This position will direct planning, implementation and serve as administrator on applications used by Division of Enrollment Management and is responsible for business process analysis and operational guidance in support of enrollment initiatives and the overarching TWU Strategic Plan. Work is performed under general supervision and performance evaluation is based upon completion of assignments and results obtained. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.

ORGANIZATIONAL RELATIONSHIPS

Reports to: Vice President, Enrollment Management

Supervises: No supervisory responsibilities

ESSENTIAL DUTIES - May include, but not limited to the following:

1. Assists with developing and implementing strategies for utilizing CRM and other enrollment management applications to achieve enrollment goals and improve efficiency.
2. Serves as the Enrollment Management point-of-resource to other departments at TWU, function as a liaison between technical staff, non-technical staff, and vendors.
3. Serves as functional project lead on all Enrollment Management projects that have a technology aspect to them.
4. Serves as the Enrollment Management (EM) representative on TWU projects and /or committees.
5. Leads and supports business areas in the use of the CRM and ancillary systems to achieve the recruiting and admission goals of Texas Woman's University, which are led by Enrollment Management.
6. Researches, evaluates and documents business processes, functional design documents and training documents.
7. Leads testing and training effort for Enrollment Management applications.
8. Facilitates the technology needs of the Enrollment Management Division and serve as functional analyst or administrator on systems/applications used by Enrollment Management.
9. Ensures that enrollment management processes and systems comply with relevant regulations and standards, such as data privacy laws and accreditation requirements.
10. Coordinates efforts with the EM team and DMO to ensure data accuracy.
11. Serves as advisor to the TWU Vice President of Enrollment Management and TWU technology team.
12. Identifies project resource needs, delegates project work to appropriate resources, and facilitates advancement of Enrollment Management goals.
13. Advances the adoption and utilization of CRM features including process design, data information and architecture, and policy assessment.
14. Responsible for data integrity and system stability.
15. Creates customized reports and interpret data from the software.
16. Works with different employees to enhance customer care, sales, and marketing based on data.
17. Coordinates communication of CRM, Oracle Cloud, Ellucian Colleague, and other Enrollment Management application issues between support teams including IT, the Graduate School, Graduate/Undergraduate Admissions, New Student Programs and Financial Aid.
18. Recommends system enhancements, streamline processes, document workflows, and find opportunities for operational efficiencies within and between systems.
19. Oversee manual and technical business processes in data systems.
20. Researches and stays up-to-date with CRM platforms, Student Information Systems, and other technological software and best practices for higher education systems.
21. Identifies opportunities to improve business processes by leveraging technology systems.
22. Troubleshoots software errors.
23. Collaborates with sales and marketing representatives to analyze business trends.
24. Conducts and leads user workshops.
25. Creates training materials and troubleshooting documents.
26. Conducts user testing and upgrade the CRM system.
27. Begins CRM initiatives by implementing enterprise standards, policies, and procedures.
28. Analyzes relevant statistics, including customer retention rate and customer satisfaction.

ADDITIONAL DUTIES

• Performs other duties as requested.

EDUCATION

Bachelor's Degree in computer science, information systems or another related field is required. Experience in higher education and/or master's degree are preferred.

EXPERIENCE

Minimum of 5 years of professional experience with CRM or enrollment management supported software. Demonstrated track record of executing change to business processes through innovative use of technology systems. Experience in managerial capacity, preferably in higher education.

REQUIREMENT

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.

All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures.

KNOWLEDGE, SKILLS, AND ABILITIES - The following are essential:

• Salesforce Administrator and integration knowledge.
• Ability to analyze, document, and modify business requirements.
• Knowledge in reporting and data analysis and use of reporting software.
• Knowledge and use of importing/exporting data for use in CRM and reporting software.
• Ability to communicate requirements, problems, issues, and solutions to technical and non-technical users.
• Ability to organize work effectively, conceptualize and prioritize objectives and exercise independent judgment based on an understanding of organizational policies and activities.
• Project management skills including coordinating work with other employees, providing direct instruction or supervision as assigned.
• Advanced skill level in Microsoft Excel, creating and executing macros.
• Knowledge of standard office software packages and office practices and methods.
• Strong communication skills-orally, by phone, in person, and in writing.
• Excellent analytical, mathematical, and creative problem-solving skills.
• Ability to establish and maintain effective working relationships with students, faculty, staff, and the public.
• Strong customer service orientation.
• Ability to use a personal computer and other office equipment, including related university software and email.

PHYSICAL DEMANDS

The physical demands described in the Essential Duties and below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The employee may be required to travel.

WORK ENVIRONMENT

All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment. Work is normally performed in a typical interior work environment.

SAFETY

TWU promotes a safe working environment. Employees are responsible for completing assigned tasks safely and efficiently, and supervisors are responsible for creating and maintaining a safe work environment. Employees must report any unsafe work conditions or practices, as well as any near-miss incidents, to their supervisor and Risk Management. Supervisors and employees should ensure that injury/accident reports are submitted to the Office of Human Resources and Risk Management within 24 hours of the incident.