Job Description:OLLU seeks an experienced, mission-driven Director of Enrollment CRM Operations to lead the systems, data, and operational infrastructure that power recruitment and enrollment across undergraduate, graduate, and online programs. Reporting to the Vice President for Enrollment and Revenue, the Director serves as the university's lead Slate administrator and primary data steward for enrollment data, ensuring that communication plans, application processing, integrations, and reporting run accurately, efficiently, and in service of students. The ideal candidate is a hands-on, detail-driven leader who pairs deep technical expertise with a strong understanding of enrollment strategy, builds trusted partnerships across campus, and uses technology and data to create a seamless, student-centered experience from inquiry through enrollment.
Performance Evaluation Metrics:Data Integrity: Maintain accurate, timely, and complete enrollment data in Slate and across integrated systems, with reliable data feeds to the student information system and Institutional Research.
Operational Efficiency: Reduce application processing and decision turnaround times through streamlined, automated, and mistake-proofed workflows.
Communication Effectiveness: Build and maintain CRM communication plans (email, SMS, and print) that measurably improve conversion and yield across all student populations.
Reporting and Insight: Deliver accurate, timely dashboards and reports that enable data-driven decisions by enrollment leadership, the Cabinet, and campus partners.
User Self-Sufficiency: Ensure Slate users across the division are trained, confident, and self-sufficient in their day-to-day work.
Essential Functions:1. CRM Administration and Strategy- Serve as the lead administrator for OLLU's Slate instance, overseeing configuration, queries, rules, workflows, application forms, portals, reader, and event management across undergraduate, graduate, and online admissions.
- Regularly assess the Slate instance to ensure it supports the needs of every office that uses it; identify, prioritize, and implement enhancements and new features that improve efficiency and the student experience.
- Partner with admissions leaders across undergraduate, transfer, graduate, and online programs to build, execute, and continuously refine comprehensive CRM communication plans that support recruitment and yield goals.
- Oversee the configuration and integration of SMS and other engagement tools with Slate, ensuring that consent, opt-out, and communication preferences are captured and honored in compliance with TCPA and institutional policy.
- Evaluate and implement AI-enabled tools and emerging enrollment technology that strengthen operations, personalization, and decision-making.
2. Data Stewardship and Integrations- Serve as the primary data steward for all data within Slate; define and implement policies and procedures for data entry standards, data quality, and the daily operational management of enrollment systems and data.
- Collaborate with the Registrar, Financial Aid, the Business Office, and Information Technology to manage data feeds and integrations between Slate and the student information system and other campus systems.
- Serve as the liaison with the Office of Institutional Research to ensure end-to-end integrity of admissions and enrollment data, including support for census and official reporting.
- Ensure secure storage of and appropriate access to all enrollment data in compliance with FERPA and institutional policy, making records available as needed for audit and compliance.
3. Enrollment Operations and Process Improvement- Oversee application processing and document management, ensuring timely, accurate processing and transmission of documents across systems and strict adherence to admissions policies and procedures.
- Use lean and continuous improvement practices to streamline and mistake-proof the application review and decision process, reducing manual work and turnaround times.
- Partner with Financial Aid to support accurate, timely aid packaging and award communication processes within the CRM.
- Help measure the impact of new processes and system enhancements, including cost savings, efficiency gains, and other performance metrics.
4. Reporting and Analytics- Create and manage dashboards and reporting solutions, using Slate and business intelligence tools, that support funnel tracking, enrollment projections, recruitment and financial aid analytics, and scheduled and ad hoc requests.
- Translate complex data into clear, actionable insights for enrollment leadership, the Cabinet, and campus partners to inform recruitment, yield, and aid strategy.
- Support post-census and cycle-end enrollment analyses in partnership with enrollment leadership and Institutional Research.
5. Team Leadership and Training- Lead, hire, train, and develop CRM and enrollment operations staff and student workers, setting clear goals, maintaining accountability, and building a culture of service, accuracy, and continuous improvement.
- Develop training materials and provide role-based training for all Slate users, cultivating Slate captains within teams across the division.
- Manage CRM and enrollment technology vendor relationships and consultant support, including project requirements, timelines, and deliverables, with fiscal discipline and attention to ROI.
Requirements:Education and Experience:
Bachelor's degree required; master's degree preferred.
Minimum of 5 to 7 years of progressively responsible experience in enrollment operations, CRM administration, or institutional research in higher education (required).
Minimum of 3 years of advanced Slate experience at the Slate captain or administrator level (required).
Experience supervising staff (preferred).
Availability for occasional evening and weekend work during peak enrollment periods is expected (required).
Knowledge, Skills, and Abilities:
Advanced expertise in Slate CRM administration, including queries, rules, workflows, portals, communication plans, and integrations.
Strong analytical skills, with the ability to interpret complex data and communicate it clearly to technical and non-technical audiences.
Experience with SQL, business intelligence tools (such as Power BI or Tableau), and student information system integrations.
Solid understanding of the full enrollment funnel and the operational needs of undergraduate, graduate, and online admissions; familiarity with the HSI student experience is a plus.
Working knowledge of FERPA, TCPA, and data governance best practices.
Excellent project management, organizational, and time management skills, with the ability to manage multiple priorities and meet ambitious deadlines.
Ability to work independently, maintain strict confidentiality, and collaborate effectively across a complex campus environment.
Additional Responsibilities:
Other duties as assigned by the Vice President for Enrollment and Revenue.
Additional Information:Additional Information:Employment with Our Lady of the Lake University is contingent upon the applicant undergoing a background investigation.
Application Instructions:Please complete the online Application for Employment and attach a Cover Letter and CV or Resume.
