"Senior CRM Operations Analyst (Salesforce)"

Senior CRM Operations Analyst (Salesforce)

Platform Engineering

Exempt Regular 2.4

Location: Adelphi, MD (Hybrid)

The Senior CRM Operations Reporting Analyst is a key contributor to how UMGC understands, measures, and improves the performance of its enterprise CRM ecosystem, which includes Salesforce, Marketing Cloud, and Contact Center platforms.

This role transforms operational, delivery, and engagement data into insights that help leadership make informed decisions, strengthen service performance, improve staff efficiency, and enhance the overall learner experience.

You will design and continuously improve the processes, standards, and metrics that guide Salesforce intake, triage, build, test, and release. You will leverage data and process analysis to identify bottlenecks, reduce manual effort, and improve system stability and time-to-value. You will develop and maintain dashboards, KPIs, capacity models, and executive-ready reporting that support portfolio planning, operational transparency, and continuous improvement across the CRM landscape. This role partners closely with CRM leadership, technical teams, the PMO, and business stakeholders across Enrollment Management, Student Affairs, Institutional Advancement, Marketing, and IT, etc.

Duties and Responsibilities:

Strategic Engagement and Continuous Improvement

• Serve as a Thought Leader and key point of contact for Salesforce delivery operations, ensuring alignment with UMGC's strategic outcomes.
• Communicate clearly about scope, process, and status using concise reporting and visuals, establishing yourself as a trusted advisor to IT and business stakeholders.
• Facilitate working sessions to review metrics, identify root causes, and agree on improvement actions that focus on delivering high levels of Customer Success/Satisfaction.
• Coach team members on delivery standards and practices, fostering a culture of Teamwork, co-ownership, and continuous improvement.

Operational & Performance Analytics

• Build and maintain dashboards that measure performance across CRM operations, including delivery velocity, cycle time, backlog health, throughput, and operational stability.
• Produce analytics on intake patterns, prioritization trends, defect volumes, unplanned work, service demand, and resource allocation.
• Develop and evolve KPIs, SLAs, and performance metrics that reflect institutional priorities and service expectations.
• Conduct root-cause and trend analysis to identify operational inefficiencies and improvement opportunities.

Insights, Reporting & Decision Support

• Translate complex operational data into clear, actionable insights for technical teams, business partners, and executive leadership.
• Produce regular reporting packages for leadership, governance bodies, and business partners that highlight performance trends, risk areas, and opportunities for improvement.
• Support portfolio planning, investment decisions, and roadmap discussions by supplying data-driven recommendations.
• Deliver value-oriented reporting that connects CRM performance to institutional outcomes.

Capacity Modeling & Forecasting

• Build and maintain forecasting models that assess delivery capacity based on historical performance, demand trends, and operational constraints.
• Identify resource bottlenecks and provide recommendations to support realistic planning and prioritization.
• Partner with the AVP, CRM to incorporate insights into planning cycles and governance discussions.

Institutional Collaboration & Business Partnership

• Work with Enrollment Management, Student Affairs, Institutional Advancement, Marketing, and IT to align on KPIs, reporting expectations, and service-level measures.
• Support cross-functional partners in interpreting CRM data and understanding the operational implications of system performance.
• Promote a culture of transparency, accountability, and continuous improvement by enabling teams to use data effectively.
• Represent CRM analytics in governance discussions and strategic working groups.

Data Quality, Stewardship & Tooling

• Ensure accuracy, consistency, and trustworthiness of operational and reporting data across tools such as Salesforce, Marketing Cloud, Azure DevOps.
• Maintain documentation and standards for dashboards, metrics definitions, and reporting methodologies.
• Provide recommendations for improvements to reporting tools, data pipelines, and operational data sources.
• Collaborate with technical teams to ensure data structures support meaningful reporting and analytics.

Education & Experience Requirements

Education:

• Bachelor's Degree

Experience:

• Demonstrated experience with Salesforce reporting, CRM Analytics, Tableau, Power BI, or comparable BI tools.
• Strong analytical skills with the ability to synthesize complex data sets into actionable insights.
• Ability to present findings clearly to both technical and non-technical stakeholders.
• Familiarity with Agile delivery concepts, sprint metrics, and operational performance analytics.
• Experience working with work-management tools (Azure DevOps, Jira, Smartsheet).

QUALIFICATIONS

Required

• 3-5 years experience in CRM analytics, Salesforce reporting, data analysis, business operations, or similar analytical roles.

Certifications

• Salesforce Certified Administrator OR Salesforce Business Analyst

Preferred

• Experience in higher education, student lifecycle operations, or learner support environments.
• Understanding of Salesforce Education Cloud, Service Cloud, Marketing Cloud.
• Experience with cross-platform analytics involving CRM, marketing, or contact center systems.
• Exposure to enterprise operational reporting practices or portfolio management analytics.

Certifications

• CRM Analytics, Platform App Builder, Service Cloud Consultant, Education Cloud Consultant certification, Salesforce Data Cloud Consultant or Specialist Certification.

All submissions should include a cover letter and resume.