Associate Director, CRM Data Management and Operations

Job Description

Job Description

Associate Director, CRM Data Management and Operations

D26: $90,000 – $95,000

Office of the President

315 West State Street Trenton, NJ 08618

Thomas Edison State University was founded in 1972 to break down barriers to degree completion. Fifty years later, it proudly serves a diverse body of adult students with innovative and professionally relevant academic programming in a predominantly online delivery. Our team of high-energy student-focused professionals is welcoming new members who are making their mark in education and are ready to help change the lives of thousands of adult students across New Jersey and around the world.

Candidates who are excited by changing lives, committed to the success of all and want to be challenged by new and innovative opportunities, should submit an application.

Summary:

As an operational leader, this position manages CRM data workflows, integrates identity verification and fraud prevention systems, and coordinates with technical teams to ensure seamless data flow across ERP and LMS platforms. This position operates as a collaborative member of the CRM Strategy team and works under the direct supervision of the Senior Director, CRM Strategy. Additionally, this role provides direct supervisory oversight, leadership, and professional development to the operational staff responsible for day-to-day data entry, system administration, and operational execution.

Key Responsibilities:

CRM Administration & System Optimization

- Data Quality & Workflow Leadership: Lead the operational configuration, maintenance, and optimization of CRM workflows, ensuring strict data integrity, quality control, and clean data standard enforcement across the entire student lifecycle.

- Operational Alignment: Partner with technology staff to align current data management practices with overarching strategic goals, supporting operational planning for a new enterprise CRM platform implementation.

- Cross-Functional Operations: Act as the operational subject matter expert, translating complex data structures and CRM functionalities into clear, practical solutions for non-technical stakeholders and applicants.

Fraud Prevention & Identity Verification

- Operational Implementation: Lead the operational setup, standard operating procedures, and business-process testing of identity verification products to ensure flawless data integration with existing and future CRM platforms.

- Escalated Support: Serve as the final point of escalation for high-level troubleshooting regarding identity verification disputes, ensuring complex applicant issues are resolved securely, confidentially, and in compliance with data policies.

Supervisory & Operational Leadership

- Team Leadership & Development: Supervise, mentor, and evaluate operational staff, managing workload distribution and providing ongoing training to ensure the team effectively supports evolving CRM workflows and data entry standards.

- Process Oversight: Ensure the operational team adheres to data governance policies, institutional standards, and best practices for student record management.

Knowledge, Skills, & Abilities:

- Strong understanding of higher education technical ecosystems, including how CRMs integrate with student information systems (ERP) and learning management systems (LMS).

- Excellent communication skills with a proven ability to translate complex technical functionalities into actionable insights for non-technical institutional partners.

- Strong analytical and problem-solving skills, with a high degree of discretion in handling sensitive applicant data and escalated identity disputes.

Requirements:

- Higher Education CRM Expertise: Demonstrated experience managing data operations, processing workflows, and data integrity within enterprise CRM platforms in a higher education environment.

- Managerial Experience: Proven track record of direct supervisory or managerial experience, with a demonstrated ability to lead teams, foster collaboration, and manage staff performance.

- Fraud & Identity Verification Experience: Direct experience developing, implementing, or managing fraud prevention and identity verification processes specifically within higher education admissions or enrollment operations.

Education: A bachelor’s degree (or equivalent commensurate professional experience) is required, while a Master’s degree in Higher Education Administration, Information Systems, Organizational Leadership, or a related field is preferred.

*TESU strives to offer a flexible work environment while balancing the operational needs of the University. As such, we have several options for hybrid-work schedules. Positions determine what type of hybrid-work schedule is available and, if necessary, adjustments are made to support University operations.

Thomas Edison State University is an Equal Opportunity/Affirmative Action Employer