PAY GRADE: 29S

CONTEXT OF THE JOB:

UD Online provides high-quality online programs to empower students from around the world to achieve their educational and professional goals. UD Online provides colleges with online programs services including market research, instructional design, digital marketing, UD Online website management, enrollment management, and regulatory compliance. The colleges create and teach online programs in a range of disciplines while also advising and providing support to online students.  UD currently offers 26 fully online programs to nearly 1000 students: 24 programs at the graduate level and 2 at the undergraduate level. UD Online seeks to grow enrollments through engaging and industry-aligned online programs, targeted marketing, responsive enrollment management, and supporting student services. 

Under the supervision of the Director of Digital Services, the UD Online Slate Manager is responsible for configuring, updating and continuously improving the Graduate College’s instance of Slate so it serves as UD Online’s customer relationship management portal (CRM). The Slate CRM is used by the UD Online enrollment management team to follow up with prospective students and grow online enrollments.    

MAJOR RESPONSIBILITIES:

• Manage the UD Online programs in the Slate CRM (in the Graduate College instance) in all areas including continued infrastructure development, implementation of new features and processes, and leveraging system capabilities to improve the efficiency and effectiveness of recruitment and admissions efforts for all UD Online programs.
• Manage integration of lead and enrollment data between Slate and other systems, such as the UD Online website, RFI forms, AI chat bot, external marketing partners’ platforms, for accurate reporting of enrollment funnel for each online program and UD Online as a whole.
• Gather business requirements from UD Online and department stakeholders to recommend Slate best practices, and design effective enrollment processes that reflect each program’s student outcomes, features, admission requirements, deadlines, and enrollment parameters.
• Collaborate with UD marketing and vendors to design and manage customer journeys in Slate, including segmentation, personalization, and automation.
• Collaborate with marketing partners and relevant colleges’ marketing and communication teams and departments to create program-specific communication campaigns and email templates in Slate.
• Build, send, and optimize email marketing automation campaigns using A/B testing, while monitoring, analyzing, and reporting on performance and conversion to drive continuous improvement and engagement.
• Manage a Quality Assurance (QA) process and develop reporting and analytics to ensure the quality and effectiveness of all Slate marketing activities.
• Build and maintain an enrollment management dashboard in Slate that integrates data from external marketing partners and evaluates lead quality for the enrollment management team to effectively follow-up with prospective students.
• Map and improve processes for capturing and storing online student data in Slate, while investigating and resolving data quality issues and escalating as needed.
• Coordinate Slate management with the Manager of the Graduate College Service Operations, who manages the Slate instance.  Also coordinate with the Manager of the Undergraduate Admissions Slate manager to allow for greater insight into students that transition from undergraduate to online graduate programs at UD.
• Develop and maintain Slate documentation, training, and guidance for UD Online staff and end-users.
• Collaborate with UD Slate groups to review updates, enhancements, and maintenance, and to share projects and best practices.
• Perform other job-related tasks as assigned.

QUALIFICATIONS:

• Bachelor’s degree and three years of professional experience in information system management in higher education or equivalent combination of education and experience. Master’s degree preferred.
• Slate CRM experience required and well-versed in configurable joins and all Slate modules.  Tableau experience highly desired.  
• Experience leveraging a CRM to build automated, email messaging campaigns. Experience with digital marketing and chatbots preferred.
• Ability to deploy, manage and integrate data systems and business processes to meet an organizational goal.
• Familiarity with university online learning programs and delivery platforms.
• Familiarity with student recruitment, retention issues and admissions standards.
• Familiarity with using case analysis to determine the needs of Slate users.
• Experience mapping and improving business processes that use technology.
• Proven success managing projects involving multiple stakeholders, technology, business processes and coordination of internal and external resources.
• Effective interpersonal and communication skills and ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to multi-task and work independently as a team member to achieve common goals.
• Proficient with Microsoft Office and Google applications and analytics.