Director of Enrollment Operations

Merrimack College • North Andover, MA

2d • 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
• 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.
• 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.
• Knowledge of our Catholic Augustinian mission and our values.
• Ability to foster a culture that supports our mission.

Nice To Haves

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

Responsibilities

• Provide leadership for the processes and services that support undergraduate admission and new student matriculation.
• Continually assess operations and implement improvements that increase efficiency, accuracy, scalability, and service to students and families.
• Establish effective workflows, service standards, quality-control practices, documentation, and operational measures.
• Serve as a functional leader for Technolutions Slate and related enrollment technologies, identifying and implementing opportunities to streamline and automate processes, reduce manual work, improve workflows, and create scalable solutions that increase operational capacity.
• 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 and service.
• Partner with consultants and other technical resources on the development of more complex AI solutions, serving as the key Undergraduate Admission partner to ensure solutions address operational needs and can be effectively integrated into the work of the team.
• Establish and maintain processes to ensure enrollment data is accurate, consistent, timely, and reliable.
• Conduct and oversee audits, testing, reconciliation, and quality-control activities; identify and resolve data issues; and work closely with the Office of Central Analytics and campus partners on integrations, data standards, reporting needs, and the exchange of information between Slate and institutional systems.
• Lead the operational processes supporting the matriculation of newly enrolling first-year and transfer students.
• Manage onboarding tasks, checklists, forms, communications, and completion tracking in Slate; coordinate with campus partners to ensure timely and accurate exchange of student information; monitor completion of required activities; and coordinate proactive follow-up with students who have outstanding requirements.
• Oversee customer service to students and families across telephone, email, text, and other service channels.
• Establish expectations for timely, accurate, consistent, and student-centered service, and use inquiry trends and operational data to identify opportunities to improve processes, communications, resources, and the overall student experience.
• Develop and maintain highly collaborative working relationships with the Senior Director of Undergraduate Admission and Director of Transfer Admission.
• Work closely with both leaders to understand recruitment and admission priorities, anticipate operational needs, and translate priorities into effective processes, workflows, systems, and service strategies.
• Collaboratively identify and address operational challenges and opportunities affecting first-year and transfer admission.
• Supervise two Enrollment Operations Specialists, establishing clear responsibilities, priorities, performance expectations, and service standards.
• Provide coaching, training, professional development, and cross-training while fostering a culture of accountability, collaboration, continuous improvement, and exceptional service.
• Oversee the operational use of CollegeVine, Edvisorly, enrollML, Scoir, and other current or future enrollment technologies.
• Coordinate with vendors and internal partners to ensure effective implementation, integration, data exchange, troubleshooting, and use of these platforms.
• Evaluate emerging technologies and recommend solutions that improve efficiency, scalability, service, or operational effectiveness.
• Work collaboratively with campus offices involved in admission, enrollment, and new student onboarding.
• Facilitate effective communication, coordination, and problem-solving across organizational areas and ensure campus partners have timely, accurate information necessary to support incoming students.

Benefits

• The College features more than 160 career-focused undergraduate, professional and graduate programs, all taught by exceptional faculty who are passionate about their subject and student success.
• The College has six schools: arts and sciences, engineering and computational sciences, nursing and health sciences, education and social policy, the Girard school of business and the graduate school of counseling and social work.
• The College’s suburban 220-acre campus is just north of Boston in North Andover, Massachusetts.
• Merrimack is a Master’s Colleges and Universities/Larger Programs (M1) institution in the Carnegie Classification of Institutions of Higher Education.
• Merrimack is one of the fastest growing educational institutions in the country and has steadily climbed up in the U.S. News & World Report’s ranking of Best Colleges, ranking 38th in the Regional Universities North category in 2026.
• Merrimack is a NCAA Division I athletic institution.

What This Job Offers

• Job Type: Full-time
• Career Level: Director