Director, Change Management, IT​/Tech

Job Details

Position Title
:
Director – CRM and Constituent Engagement Platforms

Department
:
Information Technology-Digital Transformation

Salary Range
: $150,000 (Dependent On Qualifications)

Pay Basis
:
Monthly

Position Status
:
Regular full-time

Location
:
Richardson, TX

Desired Start Date
: 07/20/2026

The Director, CRM and Constituent Engagement Platforms provides enterprise leadership for UT Dallas’ CRM ecosystem, including the Salesforce Education Cloud platform and associated engagement technologies. This role leads strategy, governance, operations, and adoption of CRM capabilities in support of academic and administrative priorities. The CRM program is currently in a transition and stabilization phase. The Director is responsible for stabilizing platform operations, advancing governance, improving service delivery, and establishing a sustainable enterprise CRM operating model.

Success in this role requires strong product leadership, technical credibility, and the ability to lead change through collaboration in a complex, federated university environment. Key capabilities, including data engineering, integration services, and identity and access management, are delivered in partnership with OIT shared services.

Bachelor’s degree and 5 years of related progressive experience.

• Higher education CRM experience (preferably Salesforce Education Cloud) 6+ years of relevant experience, including leadership of enterprise platforms (or Master’s with 4+ years) Salesforce certifications
• Experience with integration platforms (e.g., Boomi, Mule Soft) and identity management solutions
• Experience with data analytics and AI-enabled solutions
• Experience with Salesforce or comparable CRM platform
• Demonstrated experience leading cross-functional initiatives and governance processes
• Direct people leadership experience
• Proven ability to work effectively across organizational boundaries
• Experience evaluating and integrating enterprise systems and third-party platforms

To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

• Develop and maintain a multi-year CRM roadmap aligned with institutional priorities.
• Lead enterprise intake, prioritization, and backlog management processes.
• Define and track success metrics (e.g., adoption, performance, data quality, value delivery).
• Translate institutional priorities into actionable product and platform capabilities and align delivery around a product-based operating model across CRM functional domains.
• Prioritize and advance high-value analytics and AI-enabled CRM use cases aligned with student success and institutional outcomes.

• Establish and lead enterprise CRM governance structures and advisory bodies.
• Define decision-making frameworks, service models, and prioritization processes.
• Facilitate cross-functional stakeholder engagement and prioritization.
• Represent CRM in institutional architecture, data governance, and digital transformation forums.

• Oversee platform performance, stability, and release management.
• Direct day-to-day CRM operations, including incident response and service levels.
• Lead CRM administration, development, and support teams.
• Ensure Dev Ops practices, environment strategy, and release processes are disciplined and aligned with enterprise standards.
• Balance platform health, new feature delivery, and operational support.

• Oversee CRM integrations with enterprise systems (e.g., SIS, ECM, data warehouse).
• Partner with data governance to ensure data quality, stewardship, and lifecycle management.
• Coordinate data consumption for analytics, reporting, and downstream systems.
• Evaluate and govern new integrations and…