Enrollment Operations & Engagement Manager

The Enrollment Operations & Engagement Manager provides independent operational, analytical, and technical leadership for enrollment operations, data integrity, and CRM processes supporting graduate enrollment and the prospective and current student experience. The position analyzes enrollment data and operational processes, identifies discrepancies and opportunities for improvement, determines appropriate solutions, and develops, implements, and evaluates procedures that improve accuracy, efficiency, communication, and service across enrollment functions.

The Enrollment Operations & Engagement Manager provides independent operational, analytical, and technical leadership for enrollment operations, data integrity, and CRM processes supporting graduate enrollment and the prospective and current student experience. The position analyzes enrollment data and operational processes, identifies discrepancies and opportunities for improvement, determines appropriate solutions, and develops, implements, and evaluates procedures that improve accuracy, efficiency, communication, and service across enrollment functions.

• Analyze enrollment data and processes to identify discrepancies, data integrity issues, trends, and opportunities for operational improvement. Determine appropriate methods for researching and resolving discrepancies between the student information system, CRM, and other enrollment data sources.
• Develop and conduct recurring audits and quality assurance processes for enrollment records, including change-of-status records, deferrals, BWER comparisons, decisions, enrollment management imports, and other enrollment data processes. Determine appropriate corrective actions and coordinate with impacted departments when issues require cross-functional resolution.

• Evaluate existing enrollment processes and independently identify opportunities to improve accuracy, efficiency, communication, and consistency. Develop, document, implement, and evaluate new procedures and workflows based on identified operational needs.
• Analyze unique or non-standard enrollment situations and determine appropriate processes for tracking, documenting, and resolving them. Develop step-by-step guidance, procedures, and recommendations for Admissions, Graduate Enrollment, Registrar, Advising, and other impacted departments.

• Serve as a subject-matter expert and operational resource for Slate CRM and related enrollment systems. Analyze business and enrollment requirements and independently determine appropriate CRM workflow, configuration, automation, reporting, and process solutions.
• Design, implement, test, document, and maintain CRM workflow changes and enhancements that support enrollment operations. Evaluate the impact of system changes on data integrity, communication, reporting, and downstream processes and make recommendations for improvements.

• Manage and evaluate automated communication series, event promotion, campaigns, and related CRM functions. Analyze communication and event processes to identify opportunities for improved timing, accuracy, consistency, and student engagement.
• Manage and update designer templates, mailings, content blocks, components, hyperlinks, and related CRM functionality while ensuring alignment with established enrollment processes and communication requirements.

• Establish and maintain data entry standards and operational procedures within the CRM. Import and validate data files, audit existing records, investigate data discrepancies, and determine appropriate corrections.
• Manage Slate inboxes and groups as a superuser and audit inbox rules, assignments, and workflows to identify issues and ensure appropriate routing and processing.

• Oversee operational processes related to transcript downloads, assignment of transcripts and other application materials, daily record audits, admission decisions, deferrals, changes of status, and other enrollment-related records.
• Analyze recurring issues within these processes and independently recommend and implement procedural improvements to increase accuracy, reduce manual work, and improve processing consistency.

• Serve as an operational resource and advisor to…