Director of Enrollment Operations and CRM Administrator


Carlow University invites applications for the position of Director of Enrollment Operations and CRM Administrator in the Enrollment Management department.   This position reports to the Vice President of Enrollment Management.  This person is responsible for the overall design, configuration and operation of the University's CRM (Salesforce), including the overall execution of prospective student communications and business processes.  This individual provides support for the admissions information and communications processes within the CRM and the Student Information System (Colleague), data quality, and reporting within the Enrollment Management division. This individual works collaboratively with the Vice President and Directors to support the day-to-day operations of the division, to streamline practices, and to collect and analyze key metrics.


  • Coordinates with the Enterprise Applications team in the management of software applications, such as the CRM and the SIS, used within the recruitment and enrollment functions.
  • Responsible for the configuration of the CRM solution.
  • Manages electronic communication flow for prospective students.
  • Plans and manages business process analysis, re-engineering, and support of organizational change.  Coordinates and ensures accountability of process usage along with Enrollment Management Directors.
  • Responsible for the quality assurance of data.
  • Monitors key performance indicators and goals. 
  • Designs and maintains appropriate dashboards and reports incorporating maps, graphs, and tables that provide clear, accessible statistics to decision-makers. 
  • Responsible for building and maintaining digital enrollment forms (request for information, application, etc.)
  • Trains other team members within the Enrollment Management division- and assists in daily use - of the CRM to improve effectiveness and operational efficiency.
  • Manages the Enrollment Systems budget.
  • Director of Enrollment Systems staff.
  • Liaison to both Enterprise Applications department (in Information Technology division) and Marketing and Communications division as it relates to Enrollment Management information and Communications functions; liaison to Institutional Research, Effectiveness, and Planning division and Information Analytics department vis-à-vis data and reporting.
  • Member of the Enrollment Management Directors team under the VP of Enrollment Management.


  • Collaborates with Enterprise Applications team on data integrations to and from the CRM and related software.
  • Manages recruitment workflows and electronic communication with prospective students within the CRM.
  • Coordinates with Enterprise Applications team in managing the various data collection forms, such as online application, event registration, digital document, and inquiry forms.
  • Acts as project manager/liaison for software implementation, training, upgrades and data integrity within the CRM software and SIS (Colleague) used within Enrollment Management.
  • Along with Enterprise Applications team and other University CRM/SIS software support members, collaborates to ensure consistent use of CRM, SIS, and data functionality across the enterprise.
  • Works with the VP of Enrollment Management in coordinating and updating of all enrollment management technical and operational requirements.
  • Works with the VP of Enrollment Management and Directors to build and maintain dynamic enrollment dashboards and reports.
  • Develops and implements audits to insure integrity of data and information.
  • Ensures consistency in the processes used within Enrollment Management, including training new enrollment management employees on the appropriate process usage.
  • Creates documentation of enrollment management systems and data processes.
  • Creates and monitors enrollment benchmarking reports; identifies trends.
  • Ensures that strategic plan KPIs are accurately tracked and reported in a timely fashion.
  • Demonstrates and reflects an understanding of and commitment to the mission and core values of Carlow University and the Sisters of Mercy. 

The intent of this list of primary duties is to provide a representative summary of the major duties and responsibilities of this job. Incumbents perform other related duties assigned. Specific duties and responsibilities may vary based upon departmental needs.


  • Experience working with CRMs, especially TargetX and/or SalesForce, along with related higher education management systems.
  • An understanding of how both technology and data analytics can best be utilized to optimize enrollment.
  • Experience working with databases and client dashboard reporting.
  • Experience with reporting tools as well as with extracting, transforming, loading, and testing data.
  • Broad technical knowledge.
  • The desire to join and foster a dynamic, transformative culture.
  • Desire to work in a fast paced, student-centric environment where multiple, complex projects and competing goals need to be managed simultaneously.
  • Experience in a technical support role within admissions/enrollment management or related function a plus.
  • Excellent organizational skills and ability to function as part of a team environment. 


  • Required: Bachelor's degree from an accredited college or university in a related field. 
  • Required: Proven ability to work with data and the oversight of data integrity.
  • Required: Excellent written and verbal communication skills along with strong organizational, leadership and interpersonal skills.
  • Required: Ability to relate and communicate in a positive way to the many constituencies of the University.
  • Highly Preferred: Knowledge of enrollment management internal operations.

Carlow University employees commit themselves to the highest standards of ethical conduct.  They commit to act with integrity, treat others with respect and dignity, carefully steward the University's resources, avoid conflicts of interest or commitment, maintain confidentiality, and to comply with legal and professional obligations. 

Send resume to or to Carlow University, 3333 Fifth Avenue - Pittsburgh, PA 15213.

Carlow University is an Equal Opportunity/Affirmative Action Employer. We strive for a campus that reflects our urban setting and is inclusive of underrepresented groups to enhance our University community.  


Full/Part/FT&PT: Full-time - exempt
Department: Enrollment Management
Contact Name/Title: Search Committee
Contact Address: Carlow University 3333 Fifth Avenue Pittsburgh, PA 15213
Contact Email Address: