Assistant Director of Enrollment Operations

Essential Job Functions

• Operate over the development, documentation, and continuous improvement of business processes related to communications, customer service, and CRM data management.
• Analyze service metrics, customer feedback, and operational data to identify trends and implement efficiency-driven solutions.
• Exercise independent judgment in resolving complex operational challenges, escalated issues, and policy-related concerns.
• Evaluate communication effectiveness through data analysis and recommend strategic improvements.

CRM & Data Management

• Provide leadership in maintaining integrity, accuracy, and strategic use of the Customer Relationship Management (CRM) system.
• Develop and oversee processes for data entry, segmentation, reporting, and communication workflows.
• Generate reports, dashboards, and data insights to inform enrollment strategy and decision-making.

Customer Experience & Service Excellence

• Establish and uphold high standards for customer service across all points of contact, including phone, email, and in-person interactions.
• Design and implement training programs and service protocols to ensure consistent, high-quality engagement with prospective students and families.
• Lead initiatives to enhance the overall customer experience throughout the enrollment lifecycle.

Collaboration & Cross-Functional Engagement

• Support senior leaders including the Associate Vice President of Marketing, Directors of Recruitment, Selection, and Financial Aid.
• Collaborate with campus stakeholders and external partners to ensure seamless execution of communication, marketing, and event-related activities.
• Serve as a key contributor to division-wide planning and project implementation.

Resource & Inventory Management

• Oversee the management of publications, marketing materials, and operational inventory to support recruitment and enrollment efforts.
• Direct procurement processes in collaboration with administrative staff, ensuring fiscal responsibility and operational efficiency.

Supervision & Staff Development

• Provide functional and direct supervision to student employees.
• Foster a collaborative team environment through training, mentorship, and performance management.
• Lead onboarding and ongoing professional development initiatives related to systems, customer service, and operations.

Additional Responsibilities

• Support financial reconciliation processes in collaboration with departmental leadership.
• Perform other duties as assigned in support of divisional and institutional priorities.

Minimum Qualifications

• Bachelor’s degree or minimum of 5–7 years of progressively responsible experience in higher education, enrollment management, communications, or operations.
• Demonstrated experience managing complex systems, processes, or projects.
• Strong analytical skills with the ability to interpret data and drive decision-making.
• Excellent written, verbal, and interpersonal communication skills.

Preferred Qualifications

• Experience with Technolutions Slate CRM, College Board PowerFAIDS, and/or Ellucian Banner SIS.

Key Attributes

• Strategic and detail-oriented with strong execution skills.
• Ability to manage multiple large-scale initiatives simultaneously.
• Strong leadership and cross-functional collaboration abilities.
• Commitment to exceptional customer service and inclusive practices.
• High level of professionalism, discretion, and confidentiality.

Pay

Salary Range: $60,000 - $65,000