Merrimack College is a selective, private college in a beautiful,
residential setting — just minutes from Boston,
Massachusetts.
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 also collaborates
extensively with other campus partners, including Central
Analytics, Athletics, and Student Life to ensure the accurate and
timely exchange of information and a coordinated experience for
students throughout the admission and matriculation process.
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.
Key areas of oversight and responsibility
include:
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.
Develop and maintain clear documentation of operational
processes, procedures, roles, and timelines.
Anticipate operational needs throughout the enrollment cycle
and ensure the team is prepared to respond effectively to changing
volume, priorities, and deadlines.
Establish and monitor measures of operational effectiveness,
including accuracy, turnaround time, service levels, and completion
rates.
Identify operational challenges and recommend solutions that
balance student experience, staff capacity, institutional
priorities, and scalability.
Enrollment Systems, Automation & Data
- 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.
- Identify and implement opportunities to automate repetitive or
manual processes, improve workflows, and build scalable solutions
that increase operational capacity.
- 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.
- Evaluate system functionality and emerging technologies and
recommend
- enhancements that improve efficiency, scalability, data
quality, or the student
- experience.
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.
- Provide operational leadership and coordination for the
matriculation of newly enrolling first-year and transfer
students.
- Manage the operational infrastructure for new student
onboarding in Slate, including tasks, checklists, forms,
communications, and completion tracking.
- Coordinate with campus partners to ensure they receive timely
and accurate information needed to support incoming students and
that Admission receives the information necessary to monitor
student progress.
- Monitor completion of required onboarding activities and
coordinate proactive follow-up with students who have outstanding
requirements, such as health forms, student ID photos, placement
activities, and other required tasks.
- Identify gaps, bottlenecks, and points of confusion in the
matriculation process and work with campus partners to improve the
experience for students and families.
Leadership & Collaboration
- 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.
- Work collaboratively with admission leadership to develop
operational approaches that effectively support first-year and
transfer recruitment and admission strategies.
- Build strong working relationships with campus partners
involved in the admission, enrollment, and onboarding of new
students.
- 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.
Primary Responsibilities:
- 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.
- Lead the operational processes supporting the matriculation of
newly enrolling first-year and transfer students. Manage onboarding
tasks, checklists, forms, communications, and completion tracking
in Slate; coordinate with campus partners to ensure timely and
accurate exchange of student information; monitor completion of
required activities; and coordinate proactive follow-up with
students who have outstanding requirements.
- 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. Work closely with both leaders to understand
recruitment and admission priorities, anticipate operational needs,
and translate priorities into effective processes, workflows,
systems, and service strategies. Collaboratively identify and
address operational challenges and opportunities affecting
first-year and 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.
- Oversee the operational use of CollegeVine, Edvisorly,
enrollML, Scoir, and other current or future enrollment
technologies. Coordinate with vendors and internal partners to
ensure effective implementation, integration, data exchange,
troubleshooting, and use of these platforms. Evaluate emerging
technologies and recommend solutions that improve efficiency,
scalability, service, or operational effectiveness.
- Work collaboratively with campus offices involved in admission,
enrollment, and new student onboarding. Facilitate effective
communication, coordination, and problem-solving across
organizational areas and ensure campus partners have timely,
accurate information necessary to support incoming students.
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;
knowledge of Technolutions Slate strongly preferred.
- 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.
- Excellent communication and interpersonal skills with the
ability to build collaborative working relationships across
functional areas.
- 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.
- Demonstrated experience improving operational processes through
technology, workflow design, and automation.
- Supervisory or team leadership experience required.
- Experience in higher education, enrollment management,
admission, or student services preferred, but not required.
Application Materials Should Include:
- Resume or CV
- 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.
This position is subject to the successful completion of a criminal
background check.
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.
Merrimack is one of the fastest growing educational institutions in
the country and has steadily climbed up in the U.S. News &
World Report’s ranking of Best Colleges, ranking 38th in the
Regional Universities North category in 2026. Merrimack is a NCAA
Division I athletic institution.
Merrimack College is an Equal Opportunity Employer.
Salary Range: $90,000
- $100,000
