Director Of Enrollment Management Systems And User Experience (New Requirements!) - Onondaga Community College

Job Description:

BROAD FUNCTION

The Director of Enrollment Management Systems and User Experience, reporting to the Vice President of Enrollment Management, will serve as an integral member of the enrollment leadership team. This position is responsible for shaping the overall user experience (UX) strategy, design direction, strategic direction, and communication methodologies of our products and services relating to the recruitment and retention of students - guiding them through admission, acceptance, enrollment, and beyond. This position is responsible for the design, maintenance, support, and strategic direction in the utilization of the enterprise Customer Relationship Management (CRM) system, and of the College website Content Management System (CMS). This position is responsible for managing the day-to-day operations of the department, supervising the team, leading the documentation of business processes, data collection and analysis, and project management. Continuously exploring opportunities to gain efficiency, automate, and improve upon current processes, this position will provide strategy, implementation, and development of enrollment systems which will assist the institution in meeting its enrollment goals and customer satisfaction.

MAJOR RESPONSIBILITIES

• Develops, and continuously updates and monitors a Web and CRM strategy that will maximize enrollment and student engagement in the enrollment process. This includes maximizing lead generation, application nurturing, and yield and retention efforts to support overall enrollment goals.

• Leads and mentors a team. Fosters a culture of creativity, a high level of internal and external customer service, innovation, and continuous learning within the department, and with third-party vendors.

• Collaborates with the enrollment team to evaluate and develop improvements for automating processes including assessing and coordinating testing, implementation, documentation and outcomes to ensure all admissions, recruitment, enrollment, and retention functions are fully supported.

• Works closely with Enrollment, Marketing, ITS departments, and other stakeholders to gather insights, prioritize features, and ensure seamless integration of the design solutions implemented.

• Coordinates user research to understand user behaviors, needs, and user difficulties. Uses data-driven insights to inform design decisions and iterates on user experiences to include users of all abilities.

• Performs cross-departmental functional analysis by mapping and creating workflows and testing and troubleshooting current and new business processes.

• Plays an active role in the establishment of key performance indicators (KPIs) and metrics, custom reports, and dashboards to pull data to measure the effectiveness of UX efforts to support the Enrollment teams.

• Manages web projects, requests, creation of new pages, design elements, usability testing, quality control, and analysis of data analytics. Utilizes data to evaluate the website and propose design changes and updates that are in line with what the analysis supports.

• Serves as the lead for web design and front-end developer projects, creating and building new designs, solutions, and improvements as new problems and projects arise. Responsible for creating a cohesive look & feel across the entire family of College's websites, keeping them aligned with the mission of the College and the established branding standards and style guidelines. Champions accessibility standards, ensuring OCC's products are usable by individuals of all abilities.

• Directs and manages all necessary website testing and debugging (code validation, browser compatibility, platform compatibility, screen size optimization, accessibility compliance) and provides leadership in the development of the College's strategic web architecture. Guides and informs coding strategy to ensure stability, longevity, efficiency, ease of maintenance, and flexibility.

• Serves as the functional-user expert for the CRM and CMS platforms. Provides functional support and training for various teams regarding any new functionalities and features in partnership with ITS and third-party vendors. Provides recommendations and implementation plans for process improvements and continuous innovation of the ways we use the systems.

• Identifies user needs and requirements concerning the CRM and Website, defines project scopes, completes detailed user requirements, prepares communication plans and completes project risk assessments and contingency plans.

• Responsible for day-to-day maintenance, optimization and support of the CRM and College website/CMS

Requirements:

MINIMUM QUALIFICATIONS:

• Bachelor's degree from an accredited college or university or a foreign equivalency.

• At least five (5) years of relevant professional experience.

• At least two (2) years of direct supervisory experience (can be part of the five years of relevant professional experience).

• Experience leading cross-functional, process design teams.

• Project Management experience.

• Experience with web accessibility, WCAG 2.0 compliance, Section 508, and SiteImprove.

• Familiarity with Drupal content management system, HTML, and CSS.

• Familiarity with Slate, or other enrollment and/or CRM systems.

• Ability to perform data analysis combining data elements from multiple systems.

• Experience working with marketing and/or recruitment.

PREFERRED QUALIFICATIONS:

• Master's degree from an accredited college or university or a foreign equivalency.

• Experience developing user experience testing and implementing process improvements based on data.

• Experience working in marketing and/or recruitment.

• Experience working within a college environment.

• Knowledge of information technology and computing applications, preferably as implemented in higher education.

• Experience with Colleague, or other higher education technology systems.

• High proficiency with Drupal content management system, HTML, and CSS.

• Proficiency in industry-standard design tools (e.g., Sketch, Figma, Adobe XD).

• Proficiency with Slate, or other enrollment and/or CRM systems.

• Bilingual in English and Spanish. English and another language will be considered.

KNOWLEDGE, SKILLS & ABILITIES

• Must possess excellent interpersonal, writing, and verbal communication skills, with the ability to influence stakeholders at all levels.

• Must possess a thorough knowledge of Microsoft Office 365 software applications.

• Must be able to independently analyze and resolve complex problems.

• Ability to work effectively in a team environment.

• Able to drive a project from concept to completion, assigning project team members as appropriate.

• Knowledge of web industry trends, technologies, and standards, and experience in recommending and applying new technologies.

• Must be able to manage multiple priorities and meet accelerated timelines.

• Strong understanding of user-centered design principles, usability best practices, and interaction design.

Additional Information:

Onondaga Community College offers an excellent benefit package including health, dental, vision and participation in the NYS Retirement System. Domestic partners may be included in the health, vision and dental benefit package.

Salary range is $70,862-88,578 depending on relevant experience.

Please contact hr@sunyocc.edu if you have questions.

Application Instructions:

Please attach cover letter and resume to application. Official transcripts and a background screening are required at time of hire.