Senior CRM Operations Analyst; Salesforce

Position: Senior CRM Operations Analyst (Salesforce)
* Work with Enrollment Management, Student Affairs, Institutional Advancement, Marketing, and IT to align on KPIs, reporting expectations, and service-level measures.
* Support cross-functional partners in interpreting CRM data and understanding the operational implications of system performance.
* Promote a culture of transparency, accountability, and continuous improvement by enabling teams to use data effectively.
* Represent CRM analytics in governance discussions and strategic working groups.
** Education & Experience Requirements****:
*** Demonstrated experience with Salesforce reporting, CRM Analytics, Tableau, Power BI, or comparable BI tools.
* Strong analytical skills with the ability to synthesize complex data sets into actionable insights.
* Ability to present findings clearly to both technical and non-technical stakeholders.
* Familiarity with Agile delivery concepts, sprint metrics, and operational performance analytics.
* Experience working with work-management tools (Azure Dev Ops, Jira, Smartsheet).
* Experience in higher education, student lifecycle operations, or learner support environments.
* Understanding of Salesforce Education Cloud, Service Cloud, Marketing Cloud.
* Experience with cross-platform analytics involving CRM, marketing, or contact center systems.
* Exposure to enterprise operational reporting practices or portfolio management analytics.

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination.

For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at
- ** Tuition Remission:
** Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service.
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* NOTE:

For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.*
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