Director Enrollment Operations (Director of CRM and Enrollment Management Technology)

University of Miami
November 16, 2023
Miami, FL
Job Type


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The University of Miami has a great opportunity for a Director Enrollment Operations to work at the Coral Gables Campus.

The Director, Enrollment Operations (Director of CRM and Enrollment Management Technology) will be responsible for leading and managing an integrated operations unit. The Director plays a lead role in the design, implementation, and execution of communications, marketing, and enrollment management strategies to meet the University’s targeted goals. This role leads the ongoing development, integration, and enhancement of all CRM-related activities. This position is 100% remote. This position reports to the Associate Dean of Admissions, Enrollment Management, and Financial Aid.

Core Job Functions:

Lead and manage a productive, efficient, and streamlined application operations for Law Students. Lead the records area to manage the processing student records and supporting documents as students move through the enrollment cycle. Lead the student service area to ensure prospective and recently admitted students receive high quality service throughout the enrollment process. Lead the process of managing student data and works closely with the Enrollment Management Marketing office to disseminate communications to prospective students, applicants, and admitted and deposited students in an accurate and timely manner. Lead the process of managing the receipt, review, and distribution of the necessary applications, student records, and supporting documents to functional units to make admission decisions, issue Form I20s, and communicate outcomes accordingly. Oversee yearly maintenance of online applications. Ensures internal control oversight and compliance with laws and regulations, safeguarding of assets, compliance with University policies and procedures, reliability of internal and external reporting, and efficiency and effectiveness of operations. Creates an effective control environment, conducts risk assessment, implements, and monitors controls.


Master’s degree in business administration, marketing, IT, or related field is required. Bachelor’s degree with equivalent combination of education and experience may be considered.

  • Minimum 5+ years of experience in customer relationship management or related field

  • Previous experience managing a team of professionals.

  • Strong understanding of data analytics and customer segmentation strategies

  • Excellent written and verbal communication skills

  • Proficiency in CRM software and related technologies

  • Demonstrated ability to develop and execute successful CRM campaigns and initiatives.

Department Specific Functions:

Develop and implement CRM strategies to increase lead engagement and retention for all law programs. Provide day-to-day administration of all CRM systems and application platforms (Unite, Microsoft Dynamics, Peoplesoft, Qualtrics, Salesforce, etc.), including but not limited to admission application development, building and maintaining workflows and forms, writing rules and queries, building portals and dashboards, loading datasets, and generating regular reports. Track and analyze data to monitor metrics and identify national trends that can be used to inform recruitment and enrollment strategies. Collaborate with cross-functional teams (IT, Marketing, etc.) to develop and execute campaigns across multiple channels to increase student engagement and retention. Oversee API dataflows, track performance metrics and work to improve the stability, scalability, and availability of the APIs Monitor CRM feedback from department staff and applicants and develop strategies to address concerns with workflows and communications structure. Develop and manage budgets for CRM initiatives and ensure that all projects are completed on time and within budget. Stay up-to-date with emerging trends in customer relationship management and make recommendations for new initiatives Establish and continuously assess the effectiveness of the internal controls within the unit and compliance with University policies and procedures Develop the office manual and provide regular training sessions for department staff. Build customer journeys and marketing campaigns to support the digital communications strategy in collaboration with the Communications and IT departments. Develop robust A/B and multivariate testing (MVT) programs to optimize response and drive desired behavior. Evaluate consumer data to determine what changes should be made to current communications strategies.

Knowledge, Skills and Attitudes:

  • Strong analytical and data-driven decision-making skills

  • Excellent written communication and interpersonal skills

  • Proven track record of developing and implementing successful customer relationship management strategies.

  • Ability to manage and lead a team of professionals.

  • Strong project management skills and ability to manage multiple projects simultaneously.

  • Strong work ethic and interest in improving performance.

  • Ability to work collaboratively and build relationships with cross-functional teams.

  • Ability to exercise sound judgment, discretion, tact, diplomacy in highly confidential and professional setting.

  • Demonstrated ability to think creatively and outside of the box.

  • Ability to work effectively under deadlines and high expectations of productivity.

  • Strong attention to detail

  • Ability to manage both detailed and multiple tasks.

  • Ability to work independently and as part of a team.


The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.Job Status:Full timeEmployee Type:StaffPay Grade:c108

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