Title:

Director, CRM and Student Information Systems

Department:

CRM & Student Services

Reports To:

Associate Vice President for Enterprise Applications and Associate CIO

Position Type:

Staff

Position Summary:

The Director, CRM and Student Information Systems offers a unique opportunity for a senior information technology leader to provide strategy and vision to the changing landscape of enterprise applications that directly enables academic and student services functions. A hands-on technologist with proven ability to architect, design and implement new solutions, the Director will work collaboratively with guidance from the Associate CIO, Enterprise Applications and the CIO in developing technology strategies for enterprise applications that enable recruitment, enrollment, student success, development, alumni engagement, customer relationship management and student life related functions. The Director will lead end to end process design enabling automation for various student facing business and academic functions. The Director will be innovative, a change maker with a technology vision, empathy, and ability to lead the adoption of contemporary enterprise systems. The successful candidate will have experience mobilizing cross functional teams, prioritizing initiatives with multiple stakeholders, implementing large scale technology transformation initiatives, supporting existing systems, managing IT budgets, and working in a cloud- based environment. The individual should be a consensus-builder and must constantly learn and adapt to the rapid rate of change in IT and the business of academia. The Director will keep abreast of emerging technology trends, and take an active interest in professional development to ensure their skills stay current. All duties will need to be performed in accordance with university policies, procedures and core values. This is a hybrid role; some weekly on-site presence is required.

Essential Functions:

• Lead the technology roadmap development as it relates to student facing functions in the university, including admissions, registration, student success, resident life, development and alumni engagement.

• Lead large scale technology transformation initiatives that modernize existing enterprise applications related to student facing functions, incorporating new architecture and enhancements, in collaboration with technical leads within IST and business and academic stakeholders.

• Lead end to end process improvement efforts for student facing functions on campus, incorporating automation and influencing cross functional stakeholders to reduce overlaps and optimize processes.

• Provide hands-on management and lead team to support significant university events such as registration, admissions, and graduation.

• Develop and implement a robust and scalable CRM strategy.

• Lead the development of integration reference architecture, in collaboration with other technical staff within IST.

• Champion innovation, creating a culture of continuous improvement where new thinking is appreciated.

• Strengthen enterprise systems by ensuring architecture, standards and methods are documented and followed.

• Institute appropriate controls and security measures that manage the university’s data within the scope of enterprise applications. Apply risk management processes to identify, manage, and mitigate risk for all enterprise applications. Ensures appropriate policies and procedures are created and in place.

• Ensures successful functioning and operations of enterprise applications, transparently sharing key performance metrics such as availability, time to complete projects, mean time to resolve open issues, aging tickets, and campus partner satisfaction.

• Participate as a key member as part of the Information Services and Technology division’s leadership team collaborating on strategies that benefit the division and the campus.

• Engage regularly with campus partners, including faculty, staff, students and alumni on topics and issues related to enterprise applications.

• Perform other duties as assigned and as needed, including readiness to support after hours and weekends.

Prerequisite Qualifications:

• A Bachelor's Degree

• 7+ years of experience supporting technology deployments for multiple student service areas such as Admissions Office, Registrar’s Office and Financial Aid Office.

• 7+ years of experience building and managing teams.

• Progressive experience in managing enterprise applications and large scale deployments with cross functional teams, including managing project and resource related budgets.

• Experience managing relationships with external vendors and third party products.

• Experience deploying and supporting cloud solutions and SaaS systems.

• Experience with CRM systems.

• Demonstrated ability to define strategic direction and lead teams to execute strategic plans.

• A strong understanding of business and technical aspects of information technology at an academic and research intensive university.

• Demonstrated knowledge of emerging technologies, best practices, and relevant regulatory requirements.

• At the university's discretion, the education and experience prerequisites may be exempted where the candidate can demonstrate to the satisfaction of the university, an equivalent combination of education and experience specifically preparing the candidate for success in the position.

Preferred Qualifications:

• Experience with shared governance models.

Bargaining Unit:

Non-Aligned

Range/Band:

7

FLSA:

Exempt

Full-Time

Workplace Type:

Hybrid