Description

POSITION OBJECTIVE 

The Senior Director of Enrollment and Admissions Operations leads the systems, processes, analytics, and operational infrastructure that support recruitment, admissions, and enrollment activities across Weatherhead's graduate portfolio. The role serves as the operational owner of the enrollment funnel, ensuring systems, workflows, communications, and data support efficient prospect progression from inquiry through matriculation. Working closely with recruitment leadership, marketing, faculty, information technology, and university stakeholders, this position is responsible for optimizing admissions operations, CRM functionality, reporting, forecasting, and process performance. The role ensures the school has scalable systems, reliable data, effective communications, and operational accountability that improve application movement, conversion efficiency, decision-making, and service delivery. Success is measured through operational effectiveness, forecasting accuracy, funnel performance, process efficiency, data integrity, and continuous improvement.

ESSENTIAL FUNCTIONS 

Lead Enrollment and Admissions Operations Strategy. Serve as the operational owner of the enrollment funnel, ensuring efficient prospect movement from inquiry through matriculation. Develop and execute operational strategies that improve application movement, conversion efficiency, forecasting accuracy, and service delivery. Establish operational priorities, performance measures, and service standards that support enrollment objectives. Monitor funnel performance and recommend improvements that increase efficiency, scalability, and effectiveness. (30%)
Lead CRM, Systems, and Process Optimization. Own the design, optimization, governance, and ongoing enhancement of enrollment systems and workflows, including Slate and related technologies. Lead process redesign, communication workflows, segmentation strategies, workflow automation, and systems improvements that strengthen application processing, prospect engagement, reporting, and user experience. Ensure systems, workflows, and data structures support enrollment strategy and operational execution. (25%)
Lead Enrollment Analytics, Reporting, and Forecasting. Develop and maintain reporting, forecasting, and analytical capabilities that support enrollment planning and decision-making. Monitor funnel performance, conversion trends, operational metrics, and enrollment forecasts. Translate data into actionable insights and recommendations for recruitment leadership and school administration. Ensure the integrity, consistency, and accessibility of enrollment data across systems and stakeholders. (20%)
Lead Admissions Operations and Service Delivery. Oversee admissions operations, including application processing, enrollment documentation, scholarship administration, and operational compliance. Ensure timely and accurate execution of admissions processes, consistent service standards, and effective coordination across recruitment, faculty review, financial aid, and university partners. Continuously evaluate and improve operational workflows to reduce friction and improve the applicant experience. (15%)
Lead Team Performance and Cross-Functional Execution. Supervise admissions and enrollment operations staff responsible for application processing, enrollment documentation, scholarship administration, and prospect outreach support. Establish clear expectations, performance standards, and accountability measures. Partner with recruitment, marketing, faculty, information technology, financial aid, and university stakeholders to advance enrollment priorities and successfully implement operational improvements. (10%)
 

NONESSENTIAL FUNCTIONS 

Utilize CRM, reporting, business intelligence, and emerging technologies to support analysis, process improvement, and strategic decision-making. Ensure accurate documentation of enrollment processes, workflows, and operational changes. (5%)
Perform other duties as assigned. (<1%)
 

CONTACTS 

Department: Continuous contact with recruitment leadership, admissions staff, faculty, academic program leaders, marketing, and administrative staff to support enrollment operations and institutional priorities.

University: Frequent contact with information technology, financial aid, institutional research, enrollment management, registrar, student services, and other university stakeholders to support enrollment processes, systems, and reporting.

External: Occasional contact with technology vendors, consultants, and prospective students as required to support operational objectives.

Students: Frequent contact with prospective and admitted students regarding admissions, enrollment, and scholarship processes.

SUPERVISORY RESPONSIBILITIES

Direct supervision of admissions and enrollment operations staff, including admissions coordinators responsible for application processing, enrollment documentation, and scholarship administration, as well as outreach support staff responsible for prospect screening and recruiter support. Responsible for staff development, performance management, workload prioritization, operational accountability, and continuous improvement of admissions and enrollment operations.

QUALIFICATIONS

Experience: 8 years of progressively responsible experience in enrollment operations, admissions operations, CRM administration, process improvement, business intelligence, sales operations, higher education administration, or related fields. 

Education: Bachelor's degree required. Master's degree preferred.

REQUIRED SKILLS

Demonstrated success improving operational performance through systems optimization, process redesign, reporting, analytics, workflow automation, funnel management, or service delivery improvements. 
Experience supervising staff and leading cross-functional initiatives within complex organizations required.
Strong analytical, problem-solving, and decision-making skills.
Demonstrated ability to optimize systems, processes, and workflows to improve operational performance.
Experience with CRM platforms, reporting tools, workflow automation, segmentation strategies, and data management.
Ability to interpret complex data and translate insights into operational recommendations.
Strong project management, organizational, and execution skills.
Experience leading operational teams and establishing accountability for performance and service standards.
Ability to prioritize competing demands and operate effectively in a fast-paced environment.
Ability to influence stakeholders and lead initiatives across functional boundaries.
Strong written, verbal, and presentation skills.
Proficiency with Microsoft Office and the ability to leverage emerging technologies, including artificial intelligence, to improve productivity, decision-making, and operational outcomes.
Ability to work independently and collaboratively across diverse stakeholder groups.
Ability to demonstrate successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
Ability to meet consistent attendance.
Ability to interact with colleagues, supervisors, and customers face to face.
 

WORKING CONDITIONS

Limited travel may be required to support professional development, technology implementations, conferences, training, or university business needs (approximately 5-10%). Occasional evening and weekend hours may be required to support enrollment cycles, oper