Assistant Director of Enrollment Operations

The Assistant Director of Enrollment Operations provides oversight for the systems, processes, and communications that support the Division of Enrollment Management''s recruitment and enrollment objectives. This position is responsible for managing various CRM operations, enrollment communications, customer service initiatives, and operational workflows to ensure an efficient, data-informed, and student-centered enrollment experience. Working collaboratively across enrollment units and campus partners, the Assistant Director drives process improvement, maintains data integrity, and develops strategies that enhance prospective student engagement and operational effectiveness.

Through strong project management, analytical expertise, and a commitment to service excellence, this role plays a critical part in advancing enrollment goals and supporting continuous improvement across the division.

ESSENTIAL JOB FUNCTIONS

Operational Oversight & Process Improvement

• Oversee the development, documentation, and continuous improvement of business processes related to communications, customer service, and CRM data management.
• Analyze service metrics, customer feedback, and operational data to identify trends and implement efficiency-driven solutions.
• Exercise independent judgment in resolving complex operational challenges, escalated issues, and policy-related concerns.
• Evaluate communication effectiveness through data analysis and recommend strategic improvements.

CRM & Data Management

• Provide leadership in maintaining integrity, accuracy, and strategic use of the Customer

Relationship Management (CRM) system.

• Develop and oversee processes for data entry, segmentation, reporting, and communication workflows.
• Generate reports, dashboards, and data insights to inform enrollment strategy and decision-making.

Customer Experience & Service Excellence

• Establish and uphold high standards for customer service across all points of contact, including phone, email, and in-person interactions.
• Design and implement training programs and service protocols to ensure consistent, high-quality engagement with prospective students and families.
• Lead initiatives to enhance the overall customer experience throughout the enrollment lifecycle.

Collaboration & Cross-Functional Engagement

• Support senior leaders including the Associate Vice President of Marketing, Directors of Recruitment, Selection, and Financial Aid.
• Collaborate with campus stakeholders and external partners to ensure seamless execution of communication, marketing, and event-related activities.
• Serve as a key contributor to division-wide planning and project implementation.

Resource & Inventory Management

• Oversee the management of publications, marketing materials, and operational inventory to support recruitment and enrollment efforts.
• Direct procurement processes in collaboration with administrative staff, ensuring fiscal responsibility and operational efficiency.

Supervision & Staff Development

• Provide functional and direct supervision student employees.
• Foster a collaborative team environment through training, mentorship, and performance management.
• Lead onboarding and ongoing professional development initiatives related to systems, customer service, and operations.
• Additional Responsibilities
• Support financial reconciliation processes in collaboration with departmental leadership.
• Participate in front-line operations as needed to support office coverage and peak cycle demands.
• Perform other duties as assigned in support of divisional and institutional priorities.

MINIMUM QUALIFICATIONS

• Bachelor's degree or minimum of 5-7 years of progressively responsible experience in higher education, enrollment management, communications, or operations.
• Demonstrated experience managing complex systems, processes, or projects.
• Strong analytical skills with the ability to interpret data and drive decision-making.
• Excellent written, verbal, and interpersonal communication skills.

PREFERRED QUALIFICATIONS

• Experience with Technolutions Slate CRM, College Board PowerFAIDS, and/or Ellucian Banner SIS.

Key Attributes

• Strategic and detail-oriented with strong execution skills.

• Ability to manage multiple large-scale initiatives simultaneously.

• Strong leadership and cross-functional collaboration abilities.

• Commitment to exceptional customer service and inclusive practices.

• High level of professionalism, discretion, and confidentiality.

Salary Range: 60,000 - 65,000