CRM Business Operations Manager

CRM Business Operations Manager

Franklin University, a private, independent, accredited, nonprofit university located in Columbus, Ohio, invites applications for the position of CRM Business Operations Manager.

Founded in 1902, Franklin University has built its reputation on removing barriers to higher education for ambitious adults balancing educational goals with work, family, and other commitments. Accredited and nonprofit, Franklin is recognized as an innovator in online education and serves students through applied undergraduate, master's, and doctoral programs designed to support career advancement and lifelong learning. More than 50,000 Franklin alumni live and work around the world, making meaningful contributions to their professions and communities.

Position Summary

Franklin University is seeking a detail-oriented and execution-focused CRM Business Operations Manager to support the day-to-day administration of Franklin's CRM environment, with an emphasis on HubSpot configuration, operational support, lead management, campaign execution, and data quality.

This role supports CRM processes that enable enrollment, partnership development, and learner engagement across key business areas, including Allied Health, Teacher Education, Nursing, and Franklin Works. The manager will help ensure leads are accurately captured, routed, and progressed through defined workflows and lifecycle stages.

This is a hands-on, operational role focused on maintaining CRM functionality, supporting users, improving data accuracy, and helping teams use the CRM consistently and effectively. The position will contribute to ongoing system improvements, process documentation, and reliable reporting for business decision-making.

This role can be fully remote with the expectation to travel to campus as needed for meetings and bigger events as needed.

Job Responsibilities

• CRM Operations and Administration
  • Support daily administration of the CRM platform, including contact records, company records, lists, workflows, lifecycle stages, and related CRM configuration needs.
  • Maintain data accuracy, consistency, system usability, and adherence to CRM standards across teams.
  • Support user setup, seat/access coordination, roles, and permissions in alignment with internal governance standards.
  • Assist with troubleshooting user issues and coordinating resolution with internal technical or vendor support resources as needed.
  • Maintain CRM documentation, naming conventions, lifecycle-stage definitions, and basic governance practices to support consistent usage across teams.
• Lead Management & Workflow Execution
  • Monitor inbound lead flow and ensure accurate routing based on approved business rules, lead sources, program areas, and partner needs.
  • Maintain and update workflows, lists, routing rules, lead statuses, and pipeline-related data fields to support lead progression through the funnel.
  • Identify and flag process gaps, data inconsistencies, or workflow issues that affect lead handling, follow-up, or reporting clarity.
• Campaign & Communication Support
  • Assist with execution of CRM-enabled campaigns, including emails, forms, landing pages, lists, workflow triggers, and basic campaign tracking.
  • Perform quality checks on forms, workflows, routing rules, lists, reports, and campaign assets before launch or major updates.
  • Support campaign setup and alignment to reporting needs so teams can understand source, engagement, lead movement, and follow-up activity.
• Data Quality, Reporting, & Governance Support
  • Maintain high standards of CRM data quality, completeness, consistency, and usability.
  • Support development and maintenance of reports, dashboards, views, and lists used by business development, enrollment, marketing, and partnership teams.
  • Assist with recurring and ad hoc reporting requests by ensuring data definitions, fields, and lifecycle stages are used consistently.
  • Support light data stewardship activities, including duplicate review, field cleanup, list hygiene, and documentation of approved data practices.
• Integration & Process Support
  • Support CRM data flows, imports, exports, and coordination with technical teams on integrations and system enhancements.
  • Assist in identifying opportunities to improve workflows, data processes, system usage, user adoption, and operational efficiency.
  • Participate in CRM updates, enhancements, testing, and process improvements as the HubSpot environment matures.
• Cross-Functional Support & Adoption
  • Partner with business development, marketing, enrollment, academic, and operational teams to support CRM-related needs.
  • Provide guidance and support to CRM users to promote adoption, consistent usage, and reliable business processes.
  • Collaborate with internal stakeholders to ensure alignment across systems, teams, data definitions, and reporting expectations.

Qualifications

• Bachelor's degree or equivalent combination of education and experience
• 13 years of experience in CRM administration, marketing operations, business operations, enrollment operations, or a related field
• Experience working within a CRM platform; hands-on HubSpot experience strongly preferred
• Strong attention to detail and commitment to data accuracy
• Effective communication, organization, documentation, and follow-through skills
• Ability to support users, troubleshoot process issues, and work collaboratively across teams

Preferred Qualifications

• Experience supporting lead management, campaign execution, or enrollment-related workflows
• Familiarity with CRM workflows, lifecycle stages, reporting, dashboards, lists, and data management practices
• Exposure to system integrations, data imports/exports, user permissions, or CRM governance practices
• Experience in higher education, enrollment, workforce partnerships, business development, or partnership-driven environments
• HubSpot certifications or demonstrated experience administering HubSpot tools

Key Characteristics

• Execution-focused with strong attention to detail
• Collaborative and service-oriented approach to supporting internal teams
• Organized, process-driven, and comfortable documenting standards
• Comfort working in a data-driven environment
• Curiosity and interest in learning and growing within CRM operations

Position Characteristics

• Hands-on, operational CRM administration role
• High collaboration across business, enrollment, marketing, and technical teams
• Emphasis on accurate data, reliable workflows, responsive user support, and consistent CRM usage
• Growth opportunity into broader CRM operations, governance, and optimization work

Why this role matters?

The CRM Business Operations Manager plays a key role in ensuring Franklin University's CRM ecosystem operates effectively and reliably. By supporting HubSpot administration, lead workflow execution, user adoption, data quality, and reporting readiness, this role directly contributes to stronger enrollment operations, clearer partner engagement, and more consistent business decision-making.

About Franklin University

Founded in 1902, Franklin University has built its reputation on removing barriers to higher education for ambitious adults who must balance their educational goals with other commitments. Accredited and nonprofit, Franklin has earned its long-standing reputation as an innovator in online education. The University offers applied, in-demand undergraduate, master's and doctorate programs that enable adult learners to achieve their educational and professional goals. From entrepreneurs to CEOs, more than 50,000 Franklin alumni can be found around the world contributing to the communities in which they live and work.

Franklin offers a competitive benefits package, incentive program and free parking. In addition, Franklin provides free undergraduate tuition for employees and immediate family members, graduate tuition assistance for full-time employees and immediate family members, and a discount on doctoral tuition for employees.

Franklin University is committed to creating a respectful and inclusive educational and workplace environment. Franklin does not discriminate on the basis of age, religion, race, ethnicity, color, national origin, ancestry, immigration status, sex, sexual orientation, gender identity or expression, marital or familial status, disability, or veteran or military status.

We embrace diversity and strive to create an environment where students, faculty and staff feel a sense of belonging. We recognize that our collective potential can only be realized when difference is valued, equal access to opportunity is sought, and inclusion is practiced.