Summary: The Operations Manager is a full-time, benefits-eligible position that provides support in advancing strategic goals through research and data collection, establishing and managing data collection processes, gathering data and building accurate reports. The position includes importing, cleaning, transforming and validating data and training Admission Counselors on how to develop and maintain a system for collecting and communicating data and program results to be shared among the staff. The Operations Manager reports to the Director of Enrollment Systems.

This position is responsible for developing, implementing, modifying and managing admission office policies and procedures involving electronic information and automation systems to improve recruitment efforts across the institution. The Operations Manager directly oversees the admission customer relationship management (CRM) system. This position is non-exempt from provisions of the Fair Labor Standards Act (FLSA) and therefore is eligible to earn overtime pay or compensatory time off for additional hours worked.

Essential Duties and Responsibilities

• Manage day-to-day operations within the CRM system and ensure data integrity and reliability.
• Train and provide on-going support and troubleshooting to Admission staff on CRM system functionality.
• Ensure processing, document imaging, application management and communication plans are efficient and align with the strategic plan.
• Assist in developing, managing, and creating of automated communication campaigns for various target audiences within the CRM system.
• Develop workflows to automate manipulation of prospect and application data.
• Implement, develop and maintain templates for imports of all prospects, inquiry and applicant data.
• Improve integration and translation of data in the CRM system.
• Provide documentation and best practice standards for end users.
• Manage external surveys (i.e., US News & World Report, Forbes, Wintergreen Orchard House, etc.) to maintain updated institutional information.
• Continually improve work processes in the CRM system to maximize functionalities of system.
• Conduct accurate data queries in the CRM system.
• Serve as liaison to Institutional Research, Student Financial Services and Information Technology to facilitate transmission of information.

 Non-Essential Duties: Other duties and special projects may be assigned to meet department and/or university needs.

Experience, Knowledge and Skills Required

• Previous experience with customer relationship management system databases is preferred.
• 2-4 years’ relevant work experience.
• Strong reasoning and analytical skills and the ability to define problems, collect data, establish facts, draw valid conclusions and make well-thought-through recommendations.
• Background in education research, institutional research, retention and student success, marketing, and/or enrollment management research is desirable.
• Proven track record of exceptional attention to detail and accuracy.
• Demonstrated creativity and innovation and a proven track record implementing new ideas to improve processes and procedures.
• Proven ability to maintain the utmost confidentiality at all times; familiarity with FERPA.
• Able to meet deadlines and manage multiple projects simultaneously.
• Function as a key member of a highly collaborative team.
• Knowledge of standard office software packages, e.g., Microsoft Office, Excel, Word, et al.
• Strong verbal and written communication skills; experience documenting procedures and training others one-on-one and in small groups.
• Ability to work effectively independently as well as collaboratively.
• Track record of demonstrating appropriate initiative and self-direction; a self-starter who is flexible and adaptable.
• High level of energy, personal integrity and professionalism.
• Must possess demonstrated customer service experience that incorporates a global perspective, along with a commitment to diversity and the ability to work in a team setting with all levels of management, faculty, and staff.
• Working knowledge of college admission and financial aid is preferred.
• Available to occasionally work extended hours, including evenings and/or weekends, as necessary to accomplish goals of the position.
• Communicate proactively with supervisor and others to ensure effective operations and sharing of information.
• Bachelor’s degree or equivalent combination of education and experience.

Application Process
Does this sound like a good fit? Click on the green “I’m interested” button and submit:
1.    A cover letter addressing the position qualifications and experience
2.    Current résumé or CV
3.    Salary requirements
4.    Contact information for three professional references.

Applications received by November 8, will receive first consideration. Queens will continue to accept applications until the position is filled.

About Queens University of Charlotte
Located in the heart of the nation’s second fastest growing metropolitan area, Queens University of Charlotte leverages the city’s diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, faculty build close and collaborative relationships with students and help them build intentional and individualized roadmaps for flourishing at Queens and beyond. At the graduate program level, the University offers innovative educational experiences that help learners advance professionally and retool for new opportunities. Our environs afford faculty myriad opportunities to advance their own professional growth and teaching and research interests by collaborating with vibrant industry, non-profit, and community organization sectors.

Because of our history of innovation and our legacy of strong leadership, Queens is positioned to be among the new forerunners of American higher education. This is a defining moment for Queens. While other institutions are focused on sustaining and surviving, we are thinking much bigger.

Institutions that understand what is needed and are willing to reimagine what is possible can position themselves to thrive and strengthen their market position after the pandemic with innovative approaches that are deeply connected to the world and its greatest challenges.

By 2030, Queens aspires to become the leading, private, national university of Charlotte with deep, meaningful, and reciprocal connections to the needs of our local community and economy; inventive and multidisciplinary academic programs that are connected to the world’s most pressing challenges and biggest areas of opportunity; a fully connected, integrated, and innovative set of experiences that support holistic wellness and wellbeing; a culture of continuous improvement and investment that enables faculty and staff to flourish and achieve their full potential; and a comprehensive approach to diversity, equity, and inclusion that begins on campus and radiates throughout the community.

Benefits
Queens offers comprehensive benefits to eligible employees, including: medical, dental and vision insurance, domestic partner benefits, defined contribution (matching) and supplemental 403(b) retirement plans, vacation and generous paid holidays, tuition remission and tuition exchange, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long-term disability leave, paid parental leave, FMLA leave when eligible, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), free access to the Levine Center, wellness programs. In addition, employees may choose benefits such as pet insurance, critical care insurance and legal assistance.

Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, childbirth and conditions related to pregnancy or childbirth), sexual orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other University-administered programs.

Any individual with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Queens' job search/selection process should contact the Director of Human Resources at 704.337.2222.

Physical Requirements (with or without reasonable accommodation) require ability to

• Remain in a stationary position, most of the time.
• Exchange accurate information with co-workers and clients, frequently.
• Read reports, create presentations, use a computer system, most of the time 
• Communicate with co‐workers, clients and vendors, most of the time. 
• Write, type, and use the computer, telephone, copier, and other office equipment systems, most of the time. 
• Move about inside the workspace to access resources and office equipment, and attend meetings across campus, regularly. 
• Exert moderate force to move objects, occasionally. 
• Think critically, concentrate on the task at hand, and respond quickly to changes in conditions, most of the time.

Work Conditions

• Primarily works in an office environment.
• Involves contact with faculty, staff, students, service providers, community partners and community members.
• Deadlines, multiple interruptions, moderate volume and may be stressful at times.

Nothing in this job description restricts the university’s right to assign or reassign duties and responsibilities to this job at any time; this description reflects the university’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned; this job description is subject to change at any time.