Director of Enrollment Operations

Merrimack College•North Andover, MA

3d•$90,000 - $100,000•Onsite

About The Position

The Director of Enrollment Operations provides strategic and operational leadership for the systems, processes, and services that support undergraduate admission and new student matriculation. Reporting to the Dean of Undergraduate Admission, the Director oversees two Enrollment Operations Specialists and is responsible for advancing operational excellence, strengthening customer service, ensuring data integrity, and leveraging technology and automation to create efficient and scalable enrollment processes. The Director serves as a key operational partner to the Senior Director of Undergraduate Admission and Director of Transfer Admission, working closely with both leaders to translate recruitment and admission priorities into effective processes, workflows, and technology solutions. The Director also collaborates extensively with other campus partners, including Central Analytics, Athletics, and Student Life to ensure the accurate and timely exchange of information and a coordinated experience for students throughout the admission and matriculation process. The Director serves as a functional leader for our CRM system (Slate) and related enrollment technologies, using these systems to improve workflows, automate processes, reduce manual work, maintain data quality, and enhance service to students and families. The Director will also lead the practical application and adoption of artificial intelligence within Undergraduate Admission, developing AI-enabled workflows and tools, partnering with consultants and technical resources on more complex solutions, and building AI fluency across the undergraduate admission team. The Director also provides operational leadership and coordination for the matriculation of new first-year and transfer students, including onboarding tasks, completion tracking, student follow-up, and coordination with campus offices.

Requirements

Bachelor’s Degree required
7-10 years of progressively responsible experience in operations, process improvement, systems/CRM administration, customer service operations, or a related area.
Demonstrated experience improving operational processes through technology, workflow design, and automation.
Supervisory or team leadership experience required.
Strong understanding of operational processes, workflow design, automation, and continuous improvement.
Strong working knowledge of CRM and related technology; knowledge of Technolutions Slate strongly preferred.
Strong analytical and problem-solving skills with a commitment to data accuracy and integrity.
Ability to translate business needs into effective, efficient, and scalable processes and technology solutions.
Strong organizational and project management skills with the ability to manage multiple priorities and deadlines.
Excellent communication and interpersonal skills with the ability to build collaborative working relationships across functional areas.
Strong commitment to high-quality customer service and the student experience.
Ability to foster a culture that supports Merrimack's Catholic and Augustinian mission.

Nice To Haves

Masters preferred
Experience in higher education, enrollment management, admission, or student services preferred, but not required.

Responsibilities

Lead the day-to-day work and continued advancement of undergraduate enrollment operations, establishing effective processes, service standards, workflows, and quality-control practices.
Evaluate existing processes and identify opportunities to simplify, standardize, automate, and scale operations while improving service to students and families.
Develop and maintain clear documentation of operational processes, procedures, roles, and timelines.
Anticipate operational needs throughout the enrollment cycle and ensure the team is prepared to respond effectively to changing volume, priorities, and deadlines.
Establish and monitor measures of operational effectiveness, including accuracy, turnaround time, service levels, and completion rates.
Identify operational challenges and recommend solutions that balance student experience, staff capacity, institutional priorities, and scalability.
Serve as a functional leader for Slate and other technologies supporting undergraduate admission and enrollment operations.
Manage and optimize Slate functionality supporting operational processes, including workflows, rules, queries, forms, portals/checklists, communications, imports/exports, and related functionality.
Lead the implementation and adoption of AI-enabled workflows and tools within Undergraduate Admission, including the development of AI agents and other solutions that improve operational efficiency, scalability, and service. Identify practical, high-value opportunities to incorporate AI into existing business processes and workflows.
Partner with consultants and technical resources on the development of more complex AI solutions, helping define operational requirements, supporting development and testing, and ensuring solutions can be effectively integrated into the work of the team. Build AI fluency and adoption across Undergraduate Admission by providing guidance, training, tools, and practical use cases that help staff appropriately incorporate AI into their work.
Represent Undergraduate Admission on the College's AI Taskforce, collaborating with institutional partners and bringing relevant practices, tools, and opportunities back to the undergraduate admission team.
Identify and implement opportunities to automate repetitive or manual processes, improve workflows, and build scalable solutions that increase operational capacity.
Ensure the accuracy, consistency, and integrity of enrollment data through regular audits, testing, reconciliation, and quality-control practices.
Work closely with the Office of Central Analytics and other campus partners on the exchange of information between Slate and institutional systems.
Oversee the operational use of third-party enrollment platforms, including CollegeVine, Edvisorly, enrollML, Scoir, and other current or future technologies.
Evaluate system functionality and emerging technologies and recommend enhancements that improve efficiency, scalability, data quality, or the student experience.
Lead customer-service operations for students and families across telephone, email, text, and other service channels, establishing expectations for timely, accurate, consistent, and student-centered support.
Use service trends, student questions, and operational data to identify opportunities to improve processes, communications, and resources.
Provide operational leadership and coordination for the matriculation of newly enrolling first-year and transfer students.
Manage the operational infrastructure for new student onboarding in Slate, including tasks, checklists, forms, communications, and completion tracking.
Coordinate with campus partners to ensure they receive timely and accurate information needed to support incoming students and that Admission receives the information necessary to monitor student progress.
Monitor completion of required onboarding activities and coordinate proactive follow-up with students who have outstanding requirements, such as health forms, student ID photos, placement activities, and other required tasks.
Identify gaps, bottlenecks, and points of confusion in the matriculation process and work with campus partners to improve the experience for students and families.
Supervise, develop, and provide direction to two Enrollment Operations Specialists, establishing clear responsibilities, priorities, performance expectations, and opportunities for professional growth.
Serve as a key operational partner to the Senior Director of Undergraduate Admission and Director of Transfer Admission, maintaining close communication around priorities, upcoming initiatives, operational needs, and challenges.
Work collaboratively with admission leadership to develop operational approaches that effectively support first-year and transfer recruitment and admission strategies.
Build strong working relationships with campus partners involved in the admission, enrollment, and onboarding of new students.
Serve as an operational resource to campus partners, facilitating communication, problem-solving, and coordination when processes or responsibilities cross organizational areas.
Foster a culture of continuous improvement, accountability, collaboration, and exceptional service within Enrollment Operations.