Director of Admission Operations and Slate CRM

Location: Hickory, North Carolina

Position Summary

The Director of Admission Operations manages the Slate Customer Relationship Management (CRM) system and all activity related to managing student information at all stages of the enrollment lifecycle for graduate and undergraduate populations. This position plays a pivotal role in the development of the operational and technological aspects of the admission process and in ensuring the optimization and accurate management of data. The Director of Admission Operations serves as the technical expert for all admission systems, enforces standards for data collection and integrity, ensures that the division maximizes its use of the systems, and creates and ensures efficient processes. The Director also ensures the development, implementation, and documentation of processes that support strategic, accurate and efficient data flow. The Director manages and supervises the Admission Operations staff and is responsible for developing a high-performing, high-functioning admission operations process while maintaining a standard of excellence. The Director will remain current on new technology and approaches in college admissions.

Supervisory Responsibilities

  • Operations Staff
  • Graduate Assistants and Student Employees

Essential Duties and Responsibilities

  • Manage Slate, the customer relationship management system, and ensure the strategic and efficient use of all technology platforms that support applicant conversion throughout the enrollment funnel.
  • Ensure that record-keeping, access and security procedures reflect accreditation standards, privacy laws and best practices.
  • Manage, supervise, train and coordinate the work and priorities of the Operations Team. Ensure that processes and procedures are followed and that efficiency and quality standards are established, communicated and evaluated.
  • Oversee policies for tracking and coding information and work in collaboration with Enrollment Management staff on best practices for tracking and evaluating outcomes and effectiveness.
  • Ensure that information flows between systems in a logical, efficient and accurate way, working in close coordination with IT partners and other campus system managers to optimize the integration of all technology and data platforms for Undergraduate and Graduate Admissions.
  • Manage data in the Slate CRM database and SIS/ERP systems, including Power Campus and Colleague, to eliminate duplicate records and maintain healthy databases. Perform quality control audits to ensure the integrity of data in our systems across all platforms.
  • Work in close collaboration with admission staff, including the Vice President, Directors of Undergraduate and Graduate Admission, Communications Specialist, Assistant Director of Programs and Events, and Associate Director of Undergraduate Admission.
  • Manage third-party vendor relationships associated with operations and communications.
  • Maintain and revise procedural manuals, software applications and other processes related to Slate, admission processing and operations. 
  • Manage the recruitment, selection and training of Operations staff and student employees, including hiring and payroll.
  • Perform daily, weekly, monthly and yearly audits of data to ensure data integrity; work with the operations team to resolve short- and long-term issues by conducting or assigning cleanup, identifying patterns of problems and introducing new processes that improve data integrity.
  • Perform other duties as assigned.

Required Skills/Abilities

  • Possess excellent verbal and written communication skills across various platforms and in different situations.
  • Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism and diplomacy and work with individuals at all levels of the university.
  • Excellent time management and organizational skills with heightened attention to detail.
  • Strong analytical and problem-solving skills and the ability to resolve conflicts.
  • Proficient with Microsoft Office Suite, Slate, Power Campus and related software.

Education and Experience 

  • A bachelor’s degree is preferred.
  • At least three years of experience in university admissions is preferred.
  • Previous experience with Slate or other student information systems is preferred.

Physical Requirements

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.  
  • Ability to attend and preside over meetings and events, both in person and online.

Work Schedule

  • In person at the Hickory campus. 
  • Standard office hours are Monday-Friday, 8 a.m.-5 p.m.
  • Occasional evening and weekend work is required as job duties demand.

Behavioral Expectations

  • Maintain high integrity, confidentiality, and ethical standards.
  • Maintain a healthy and safe environment.
  • Maintain and contribute to a professional, respectful, courteous, diverse, equitable, and inclusive environment
  • Treat other individuals with dignity, respect, and kindness. 
  • Adhere to all university policies, procedures, standards, values, and comply with all federal, state, and local laws.

Position requirements in the role description outlined above indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Role descriptions are an overview of the duties, responsibilities, and requirements of the position and are not intended to be construed as an exhaustive list for the position. Employees may be required to perform other job-related assignments as requested and acquire new skills and responsibilities. Lenoir-Rhyne University reserves the right to modify, add, remove, or waive the responsibilities, duties, and skills required of the position.

Application Process

While completing the application, candidates will be prompted to submit: 

  1. Resume
  2. Cover letter
  3. Three professional references 

References will only be contacted for finalists, and candidates will be notified in advance.

The university’s mission, vision, and values statements may be reviewed using About LR.  

Lenoir-Rhyne University promotes a welcoming campus environment that is integral to the university's commitment to excellence in engagement and education. We are particularly interested in candidates who have demonstrated experience nurturing a welcoming community, working with faculty, staff and/or students from all walks of life and/or incorporating varied perspectives and traditions in their current or previous positions. This commitment is rooted in our Lutheran tradition of fostering wisdom, nurturing vocation and preparing students for lives of purpose while serving the common good. 

About Lenoir-Rhyne University

Lenoir-Rhyne University is a co-educational, private, comprehensive institution founded in 1891, with its traditional campus located in Hickory, North Carolina, a city of more than 40,000. The university has additional graduate centers in Asheville, N.C., and Columbia, S.C. Situated in the foothills of the Blue Ridge Mountains, Lenoir- Rhyne is less than an hour’s drive from Charlotte, and the Hickory-Lenoir-Morganton Metropolitan Statistical Area has a population of about 365,000. The university now offers more than 45 undergraduate and 20 graduate degree programs to approximately 2,400 students. Lenoir-Rhyne University seeks to liberate mind and spirit, clarify personal faith, foster physical wholeness, build community, and promote responsible leadership for service to the world. Affiliated with the Evangelical Lutheran Church in America (ELCA), Lenoir-Rhyne is open to people from all religious and non-religious backgrounds.

Non-Discrimination and Equal Opportunity Policy    

Lenoir-Rhyne University is committed to providing a workplace and educational environment, as well as other benefits, programs, and activities that are free from discrimination, harassment and retaliation.

LR is committed to creating a safe campus environment for all members of the LR community, including, but not limited to, those who identify as transgender and gender non-conforming. To that end, LR does not discriminate on the basis of race, religion, color, sex (including sex stereotypes and sex characteristics), ethnicity, national origin, physical or mental disability, age, marital status, pregnancy or related conditions, sexual orientation, gender identity, gender expression, veteran or military status or any other characteristic or status protected by applicable law.

To ensure compliance with federal and state civil rights laws and regulations and to affirm its commitment to promoting the goals of fairness and equity in all aspects of the educational program, activity and employment, LR has developed internal policies and procedures that provide a prompt, fair and impartial process for those involved in an allegation of discrimination or harassment, and for allegations of retaliation.

LR values and upholds the equal dignity of all members of its community and strives to balance the rights of the parties in the grievance process during what is often a difficult time for all those involved.

Visa sponsorship is not available for this position.

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