Associate Director, Graduate CRM Operations

Graduate Enrollment Management (GEM), housed within the Office of the Provost and Dean of Faculties, serves as Boston College's centralized hub for graduate enrollment strategy and support. Operating as a collaborative partner to BC's eight graduate and professional schools, GEM cultivates a unified, data-driven approach to navigate the evolving landscape of graduate education.

Role Description

As a key member of the GEM team, the Assistant/Associate Director of Graduate CRM Operations serves as the chief systems administrator for Boston College''s graduate instance of the Slate CRM system, which includes all eight graduate schools as well as a number of additional key programs and administrative initiatives. The Assistant/Associate Director of Graduate CRM Operations will be responsible for managing overall process flow, and drives the strategic, creative expansion of the graduate instance.

This role will serve as a key member of the Slate Governance Group, setting priorities and agenda items for the group. The Assistant/Associate Director serves as one of 3 Slate "captains" involved in requesting direct technical support from Slate, acts as a technical resource to graduate admissions operations, and will produce timely reports and analyses of data.

Key Responsibilities

1. Slate CRM System Administration & Optimization (60%)

• System Maintenance: Perform daily activities related to the maintenance of Slate and related data systems, including data imports/exports, query and rule updates, record merging/consolidation, batch management, and troubleshooting.
• Data Integration: Manage complex data integrations between Slate, the University Student Information System (EagleApps), and external vendors (e.g., test score sources, student search databases, digital marketing companies).
• Cycle Prep & Workflows: Lead the yearly Slate cycle start-up process, strategically determining updates to forms, fields, application architecture, and communication workflows.
• Support & Training: Serve as the first level of technical and functional support for all Slate concerns. Design, implement, and deliver ongoing training and documentation for faculty, staff, and student users.
• Continuous Improvement: Research new Slate features and functionality, analyze complex business problems, and implement innovative solutions that enhance admissions efficiency. Fully document all system configurations, architectures, and standard operating procedures.
• Testing & Quality Assurance: Coordinate planning and execute acceptance testing, quality assurance testing, data migrations, and upgrades.

2. Strategic Collaboration & Institutional Leadership (40%)

• Stakeholder Alignment: Partner with the GEM team and graduate school leaders to align Slate functionality with specific enrollment goals (e.g., boosting inquiries, increasing conversions, or programmatic focus areas).
• Downstream Integration: Collaborate with the Office of Student Services and Information Technology Services (ITS) to monitor downstream systems, manage integration updates, and enforce data standardization and security protocols.
• Marketing & Communications: Consult with the GEM team, the graduate schools, and the Office of University Communications (OUC) in designing innovative Deliver campaigns, student portals, and instructional materials to optimize the customer service experience.
• Policy & Governance: Chair the Slate Governance Group. Collaborate with the GEM team, ITS, Student Services and other campus partners to establish Slate policies regarding data security, data retention, brand management, and service-level agreements.
• Request Management: Prioritize and multi-task numerous requests from individual schools (e.g., user access, integration errors, enhancement ideas). Assign and track tasks that require execution by external functional areas like ITS.
• Community Engagement: Represent Boston College at conferences and professional development opportunities and trainings. Collaborate with campus-wide Slate users and peers at external universities to share and adopt industry best practices.

Key Competencies

CRM Expertise: Extensive technical and functional knowledge of the Slate CRM platform; prior experience as a Slate Captain or advanced administrator is highly preferred.

Analytical and Creative Problem Solving: Demonstrated ability to analyze complex business needs and translate them into highly resourceful technology solutions.

Leadership and Collaboration: Proven experience managing cross-functional stakeholder groups, running governance committees, and aligning diverse institutional goals.

Data and Project Management: Strong foundational understanding of data mapping, integrations with higher education systems, and quality assurance testing.

Communication Skills: Excellent capability to translate highly technical configurations into clear, actionable training and documentation for non-technical end users.

Prioritization: Exceptional organizational skills to juggle multiple high-priority service requests from various graduate schools simultaneously.

Title and salary commensurate with relevant experience based on the following titles and full-time equivalent hiring ranges:

• Associate Director: $72,450 - $90,550; 5+ years related professional experience
• Senior Assistant Director: $65,550 - $81,950; 3-5 years related professional experience
• Assistant Director: $59,400 - $74,250; 1-3 years experience