Academic CRM Platform Manager

University of Washington Medical Center•Seattle, WA

11d•$79,404 - $119,100•Hybrid

About The Position

UW Information Technology (UW-IT) has an outstanding opportunity for Academic CRM Platform Manager to join their team. Reporting to Manager of Program Operations, the Academic CRM Platform Manager (PM) will serve as the primary platform and partner-facing lead for the university's centrally managed Slate CRM environment, supporting admissions and enrollment management (EM) operations across the tri-campus undergraduate, graduate, professional schools, and continuing education partner units. The platform manager serves as the conduit between the enterprise governance structure for Academic CRM and the technical team that delivers platform services, translating governance decisions into actionable service team direction, managing the intake and prioritization of platform work, and coordinating the evaluation and rollout of new vendor features in alignment with institutional priorities. The PM engages with a wide range of colleagues within SETS, UWIT, and across the tri-campus community, and works closely with service and project managers, integration engineers, business analysts, university leadership, and institutional governance bodies. While the general working hours are within Monday through Friday, 8 am - 5 pm, the position has a great deal of scheduling and location flexibility to help manage non-work commitments. The position at times must be willing to adjust hours to accommodate the needs of staff, colleagues, clients, and stakeholders. Events that will occur outside the normal work schedule include, but are not limited to, meetings with staff, clients, or stakeholders. This position has regular stringent deadlines revolving around the academic calendar that may require extended work hours. The salary information provided below is for a full-time position.

Requirements

Bachelors degree in Informatics, Communications, Management and Organization, Information Systems, or relevant field or equivalent experience.
Four or more years progressively increasing responsibility in program or product management, higher education IT, enrollment management technology, or a related field
Experience owning a technology platform or service, including maintaining a product roadmap, managing a prioritized backlog of platform requests, coordinating release planning, and communicating platform direction to a diverse stakeholder audience.
Demonstrated ability to balance competing requests and translate governance or stakeholder priorities into actionable direction for a technical delivery team.
Experience managing a shared platform or service supporting multiple customer groups or organizational units with independent operational priorities, where no single stakeholder holds authority over platform direction.
Demonstrated ability to facilitate cross-unit prioritization equitably, maintain transparency across a distributed stakeholder group, and sustain trust with partner leaders through competing demands and constrained delivery capacity.
Demonstrated ability to translate between technical and non-technical stakeholders, including explaining platform constraints and trade-offs to operational partners and translating business needs into direction for a technical delivery team.
Strong project coordination skills with demonstrated experience managing concurrent workstreams across multiple institutional partners.
Demonstrated excellent written and oral communication skills, technical documentation skills, user liaison skills, and interpersonal skills.
Demonstrated ability to manage multiple priorities simultaneously and to work with minimal supervision in a fluid and dynamic environment with shifting deadlines and priorities.

Nice To Haves

Direct experience with Technolutions Slate, including familiarity with its release cycle, configuration model, and institutional user community.
Experience in a major Higher Education institution, preferably the University of Washington, especially regarding Student Information Systems, Academic Services, and/or Student Administration.
Experience in a shared services, platform team, or multi-institution IT environment.
Experience developing and executing change management and communication plans for technology platforms or services, including coordinating adoption activities across multiple stakeholder groups with varying technical capacity.
Familiarity with admissions operations and the enrollment management lifecycle, and student success and engagement.
Background in product management, service ownership, or IT relationship management for enterprise platforms.
Experience with data governance, FERPA compliance, or higher education information security practices as applied to enrollment or student data systems.
Working knowledge or experience with service management and agile development methodologies/concepts; experience managing a software-based service and understanding of the ITIL framework.

Responsibilities

Serve as the primary point of contact for enrollment management partner units, managing ongoing relationships with leadership
Plan and facilitate Academic CRM Governance Committee meetings and activities, providing resources and information to support decision-making, including technical feasibility, sequencing, and estimates
Document governance outcomes and in collaboration with team, convert decisions into scoped service team commitments and implementation plans
Develop intake process and channels for all partner units; triage requests determine which are routine operations and which require escalation to governance
Coordinate with SETS service managers and engineers in delivery of day-to-day service, ensuring customers receive support across configuration, integrations, solution design, and tier 2/3 support requests
Coordinate internally on platform changes with SIS and enterprise data platform implications, owning stakeholder communication while engineering owns technical execution
Lead or co-lead onboarding projects for new institutional customers, managing stakeholder engagement, project communications, and go-live coordination
Serve as 3rd-tier support for escalation and resolution of platform issues, working with vendor representatives as needed
Partner with the service manager, engineers, Academic domain architect, and data governance and management to develop and maintain platform standards, including field naming conventions, configuration patterns, integration design, data management policies, and change control processes.
Support the Manager of Program Operations in defining and maintaining SLA frameworks, escalation paths, and service definitions for the platform.