"Director, UAGC CRM and Digital Experience"

Director, UAGC CRM and Digital Experience

Company: The University of Arizona

Job Location: Tucson, Arizona

Category: Admissions and Enrollment

Type: Full-Time

Posting Number: req22622

Department: Campus IT Services

Location: To Be Determined

Address: USA

Position Highlights

Reporting to the Executive Director for UAGC IT, the Director for UAGC CRM and Digital Experience partners with key leaders in Enrollment Management and Student Services to define and implement CRM and digital experience IT strategies and projects that enable the goals of the University of Arizona Global Campus - a fully digital academic unit within the University of Arizona. The Director oversees a team of 12 staff who develop strategic solutions on and around the Salesforce CRM suite, with strong focus on enabling enrollment management and student life-cycle goals. This team collaborates with IT, Digital Marketing, Analytics and UAGC leaders to execute a strategy that deeply impacts UAGC's student recruitment, admissions and graduation.

Additionally, this position provides expertise in technology strategy, policies, plans, architecture, deployment, and maintenance of the UAGC's digital solutions for usability, end-user ease, security and ongoing end user services.

Candidates working anywhere in the U.S. may be considered for a remote assignment.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Duties & Responsibilities

• Mentor and develop team members, nurturing a culture of innovation and continuous learning, to build talent and team capacity. Manage talent and performance to develop a high-functioning team.
• Manage team capacity, focusing on balancing resources to address strategic roadmap, product enhancement and maintenance requirements. As part of this broad activity, oversee the team's capacity planning activities, including project plan development, backlog grooming, and sprint definition.
• Participate in regular forecasting and budget development activities to inform personnel and IT resource requirements and ensure resource requirements needed to delivery on strategic and operational priorities are understood and accounted for.
• Facilitate the team's collaboration with the Portfolio Management Office to ensure appropriate visibility into the team's talent allocation, delivery of new enhancements, and progress toward major project timelines.
• Collaborate with the Vice President for Online Initiatives Enrollment Management, and other leaders, to align the CRM strategy to key enrollment goals.
• Foster strong relationships with IT, marketing, admissions, and student support teams to ensure alignment in strategy and execution.
• Develop and implement a robust CRM and digital experience strategy in alignment with the university's technological roadmap and enrollment goals.
• Oversee the selection, implementation, and ongoing optimization of CRM software and technologies, ensuring they meet the technical needs of UAGC and Online Initiatives.
• Cultivate and maintain partnerships with internal stakeholders, technology vendors, and industry experts to stay updated on emerging technologies and trends.
• Gather feedback from students and staff to drive continuous improvements in CRM tools and digital initiatives aimed at enhancing the user experience.
• In partnership with the analytics team, define and implement metrics and KPIs to measure the effectiveness of CRM and digital engagement strategies to inform continuous improvement to student engagement processes and interactions, in support of UAGC student enrollment and lifecycle goals.
• Partner with data and analytics teams to analyze enrollment trends, student behavior, and engagement metrics to inform recruitment strategies.
• Utilize data-driven insights to refine and optimize the recruitment funnel, employing targeted CRM campaigns that resonate with prospective students.
• Manage strategic vendor relationships, service providers and external partners. Review and negotiate contracts.
• Participate in UAGC IT departmental activities focused on identifying dependencies, negotiating timelines, and managing inter-team collaboration and partnerships

Knowledge, Skills, Abilities

• Demonstrated ability to negotiate with and influence senior leaders within a fast-paced fully-digital university culture, adapting IT priorities as needed to support changing enrollment and student outcome goals.
• Applied skill balancing delivery of new products, continuous product enhancements, and required maintenance and support.
• Demonstrated skill in developing high performance teams and cultures of continuous learning and improvement. Knowledge of appropriate approaches to performance management.

Minimum Qualifications

Bachelor's Degree AND Minimum of 9 years of related work experience, including 5 years of managerial experience OR equivalent combination of education and work experience.

Preferred Qualifications

• Experience managing financial and personnel resourcing, balancing demand and supply.
• Experience in a higher education setting.
• Experience managing executive relationships.
• Experience influencing process change, communication approaches, and technology decisions up to leadership, across to peers and functional leaders, and down through teams and individuals.

FLSA: Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: Information Technology

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $139,102 - $180,833

Compensation Type: salary at 1.0 full-time equivalency (FTE)

Grade: 14

Career Stream and Level: M4

Job Family: Applications Development

Job Function: Information Technology

Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)

Number of Vacancies: 1

Contact Information for Candidates: uits-jobs@arizona.edu

Open Until Filled: Yes

Documents Needed to Apply: Resume and Cover Letter

Special Instructions to Applicant: The application window is anticipated to close July 12, 2025.