Head of Operations & Business Management

Position Overview 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 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.

Enrollment Operations & Continuous Improvement 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.

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.

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.

enhancements that improve efficiency, scalability, data quality, or the student

Customer Service & Matriculation 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.

Manage the operational infrastructure for new student onboarding in Slate, including tasks, checklists, forms, communications, and completion tracking.

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.

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.

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.

Manage onboarding tasks, checklists, forms, communications, and completion tracking in Slate; 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. 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.

Coordinate with vendors and internal partners to ensure effective implementation, integration, data exchange, troubleshooting, and use of these platforms. Qualifications and Skills Bachelor’s Degree required, Masters preferred

Knowledge, Skills, Abilities Strong understanding of operational processes, workflow design, automation, and continuous improvement.

Strong working knowledge of CRM and related technology; 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.

Strong commitment to high‑quality customer service and the student experience.

Experience 7-10 years of progressively responsible experience in operations, process improvement, systems/CRM administration, customer service operations, or a related area.

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

Application Materials Should Include: Cover letter stating motivation and interest in the position, citing experience relevant to the qualifications and including experience with, and commitment to, our Catholic Augustinian mission and our values.

Work Location This is an on‑campus position as employees are essential in order to provide a fully on‑campus, residential college experience for our students and the community.

Statement on Our Mission Merrimack College is a Catholic Augustinian institution of higher education committed to building an accepting and respectful community. Our mission is to enlighten minds, engage hearts and empower lives and is inspired by our Catholic faith and the Augustinian tradition of seeking truth through inquiry and dialogue.

Merrimack College seeks candidates who understand, respect, and can contribute to Merrimack’s Catholic and Augustinian mission. All candidates should describe in their application how they will foster a culture that supports our mission.

About Merrimack College The only Catholic, Augustinian institution of higher education in New England, Merrimack College is a private, independent, coeducational institution with more than 4,100 undergraduate, 2,500 graduate students and 50 doctoral students from 48 states and 63 countries. 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. News & World Report’s ranking of Best Colleges, ranking 38th in the Regional Universities North category in 2026. Merrimack College is an Equal Opportunity Employer.

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