Manager-Lead Management
 
STATUS: Full-time
 
DEPARTMENT: Admissions - Call Center
 
LOCATION: Grand Rapids, W.A. Lettinga Campus
 
REPORTS TO: Assistant Director - Enrollment Operations Center
 
PAY: $57,700
 
SUMMARY:
 
This position oversees the Lead Management function within the University's Enrollment Operations Center (EOC). This includes supervising a team of data-reporting and system specialists as well as working closely with functional leaders, organizational units, and subject matter experts to identify new or improved business processes/solutions utilizing the Salesforce software platform. The Manager - Lead Management will provide support to the organization through the Salesforce platform, manage its database and reporting, and provide training and support to users. This role serves as team leader, while also managing technical projects and analyzing Salesforce data. Other duties include collecting and entering data into various databases, reporting data entry metrics, and significant support of the EOC department. These responsibilities are performed in an ethical manner consistent with the University's mission, vision, and values, which include diversity, equity, and inclusion.
 
RESPONSIBILITIES:
 
• Establish and maintain department Standard Operating Procedures for the Lead Management team.
• Supervise the Lead Management team (process applications, generate acceptance/denial letters/packets, process transcripts, entry of lead cards and test scores, upload new data, manipulate existing data).
• Serve as the primary subject matter expert regarding the EOC team's use and configuration of the Salesforce environment.
• Manage all routine administrative functions including user account maintenance and permissions, reports and dashboards, workflows, groups, and other related tasks.
• Develop/deliver training materials for Lead Management and provide support to Salesforce end users.
• Maintain the database for integrity and accuracy including cleansing and duplicate record management.
• Facilitate professional development of the Lead Management team using resources like Salesforce Trailhead.
• Complete regular audits and maintenance of departmental systems.
• Support EOC leadership with the evaluation, scope, and completion of new development requests.
• Act effectively as the liaison between EOC leadership, Admissions Leadership, Marketing, and vendors to support and improve the Lead and Application experience for new students.
• Work independently with members of the Davenport community to define and document business requirements.
• Align data in Salesforce across the data in Banner. Implement and optimize processes and manage the data transfers to ensure that the information in the two systems matches.
• Utilize third-party applications (Informatica, Form Assembly, Data Loader, Demand Tools, etc.) to achieve data integrity goals.
• Participate actively in the continuous improvement efforts of the Enrollment Operations Center, provide suggestions, and support the implementation of the new solutions.
• Communicate proactively with external and internal customers and the leadership of the Enrollment Operations Center, providing timely status updates on the projects and requests in queue, on the potential barriers encountered during these projects and potential solutions for the removal of these barriers.
• Monitor the performance of our online forms to ensure minimization of errors.
• Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC, and national affiliations associated with athletics or other role-specific regulations.
• Provides GREAT customer service, anticipating and exceeding the needs of our customers.
• Demonstrate and promote the University Cultural Values.
• Perform other duties as assigned.
 
QUALIFICATIONS:
 
• Bachelor's degree required, master's degree preferred.
• 3+ years' experience in database management, ideally in a Salesforce environment.
• Demonstrated experience with CRM software applications, database management, and advanced Excel knowledge.
• Previous supervisory experience preferred.
• Negotiation skills and experience with conflict resolution are helpful.
• Demonstrated experience in managing data integrity.
• Demonstrated computer skills with an ability to manipulate and analyze large amounts of data.
• Demonstrated strong attention to detail and decision-making skills.
• Ability to work independently and manage time effectively and efficiently.
• Demonstrated basic project management skills and the ability to effectively plan, meet deadlines, and accomplish goals.
• Ability to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation, and positive reactions to change and conflict resolution.
• Demonstrated motivational and problem-solving capabilities with a high degree of integrity, ethics, and dedication to the mission of the university.
• Excellent interpersonal, communication, and presentation skills, both written and oral, which transcend diverse audiences.
• Demonstrated ability to communicate effectively and relate well to students, parents, faculty, staff, and others while maintaining appropriate confidentiality.
• Office environment requiring prolonged sitting and standing, and use of personal computer and telephone (eye strain and repetitive hand motion). Moderate travel, including overnight stays (own transportation).
• No regular lifting requirements, occasional lifting up to 20 pounds.
• Must be able to work an irregular schedule, evenings or Saturdays as needed, additional hours during peak times, or as required.
 
DAVENPORT UNIVERSITY IS AN EQUAL OPPORTUNITY EMPLOYER
 
Revision:8/19/2025
 
To apply, visit https://apptrkr.com/6511081
 
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