Director of Admission Operations and Slate CRM

Director of Admission Operations and Slate CRM

Location
:
Hickory, North Carolina

The Director of Admission Operations manages the Slate Customer Relationship Management (CRM) system and all activity related to managing student information at all stages of the enrollment lifecycle for graduate and undergraduate populations. This position plays a pivotal role in the development of the operational and technological aspects of the admission process and in ensuring the optimization and accurate management of data.

The Director of Admission Operations serves as the technical expert for all admission systems, enforces standards for data collection and integrity, ensures that the division maximizes its use of the systems, and creates and ensures efficient processes. The Director also ensures the development, implementation, and documentation of processes that support strategic, accurate and efficient data flow. The Director manages and supervises the Admission Operations staff and is responsible for developing a high-performing, high-functioning admission operations process while maintaining a standard of excellence.

The Director will remain current on new technology and approaches in college admissions.

• Operations Staff
• Graduate Assistants and Student Employees

• Manage Slate, the customer relationship management system, and ensure the strategic and efficient use of all technology platforms that support applicant conversion throughout the enrollment funnel.
• Ensure that record-keeping, access and security procedures reflect accreditation standards, privacy laws and best practices.
• Manage, supervise, train and coordinate the work and priorities of the Operations Team. Ensure that processes and procedures are followed and that efficiency and quality standards are established, communicated and evaluated.
• Oversee policies for tracking and coding information and work in collaboration with Enrollment Management staff on best practices for tracking and evaluating outcomes and effectiveness.
• Ensure that information flows between systems in a logical, efficient and accurate way, working in close coordination with IT partners and other campus system managers to optimize the integration of all technology and data platforms for Undergraduate and Graduate Admissions.
• Manage data in the Slate CRM database and SIS/ERP systems, including Power Campus and Colleague, to eliminate duplicate records and maintain healthy databases. Perform quality control audits to ensure the integrity of data in our systems across all platforms.
• Work in close collaboration with admission staff, including the Vice President, Directors of Undergraduate and Graduate Admission, Communications Specialist, Assistant Director of Programs and Events, and Associate Director of Undergraduate Admission.
• Manage third-party vendor relationships associated with operations and communications.
• Maintain and revise procedural manuals, software applications and other processes related to Slate, admission processing and operations.
• Manage the recruitment, selection and training of Operations staff and student employees, including hiring and payroll.
• Perform daily, weekly, monthly and yearly audits of data to ensure data integrity; work with the operations team to resolve short- and long-term issues by conducting or assigning cleanup, identifying patterns of problems and introducing new processes that improve data integrity.
• Perform other duties as assigned.

• Possess excellent verbal and written communication skills across various platforms and in different situations.
• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism and diplomacy and work with individuals at all levels of the university.
• Excellent time management and organizational skills with heightened attention to detail.
• Strong analytical and problem-solving skills and the ability to resolve conflicts.
• Proficient with Microsoft Office Suite, Slate, Power Campus and related software.

• A bachelor’s degree is preferred.
• At least three years of experience in university admissions is preferred.
• Previous experience with Slate or other student information systems is preferred.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Ability to attend and preside over meetings and…