Number of Vacancies: 1

Area of Consideration: Open To The Public 

Position Status: Full-Time, Regular

Pay Plan, Series & Grade: DS0058/5

Salary Range: Up to $93,954

Closing Date: Open Until Filled

Location: 4200 Connecticut Ave NW, Washington, DC 20008

Brief Description of Duties

The Salesforce CRM and Operations Manager is responsible for leading the day-to-day management, configuration, and support of the Salesforce platform, specifically focused on Enrollment operations. This role will collaborate closely with stakeholders across the student life cycle to ensure Salesforce's effective use and adoption. The position will be pivotal in guiding the university's CRM strategy as it expands to other departments, working closely with implementation partners to ensure successful roll outs.

The manager will respond to service requests, resolve technical issues, and play a key role in shaping the future of CRM usage within the university by gathering user requirements, creating documentation, and driving user adoption and training efforts. Additionally, the role will involve strategic planning, data analysis, and the creation of a long-term CRM road map that aligns with the university's enrollment and retention goals.

This position will lead our Customer Relationship Management (CRM) initiatives within our Enrollment Management department. This pivotal role will be responsible for architecting, implementing, and managing our Salesforce platform, with a focus on Marketing Cloud and Education Cloud. The ideal candidate will combine technical expertise with a strategic mindset to drive user adoption, streamline processes, and support our university's enrollment and retention goals.

Essential Duties and Responsibilities

• Serve as the primary Salesforce administrator, managing day-to-day configuration, support, and maintenance of the platform
• Collaborate with the Enrollment department to understand their needs and translate them into scalable Salesforce solutions.
• Coordinate with the implementation partner to ensure that Salesforce is deployed effectively across the university.
• Develop and maintain documentation, including Standard Operating Procedures (SOPs) and user guides, to ensure consistent usage and knowledge sharing.
• Lead user adoption and training initiatives, ensuring that staff, faculty, and administration are proficient in using Salesforce and Marketing Cloud.
• Manage data quality initiatives and implement automation to improve system reliability.
• Develop a CRM roadmap that aligns with the university’s strategic goals, with an emphasis on Enrollment and future expansion into other departments.
• Proactively identify opportunities for process improvement and user satisfaction enhancements.

Minimum Job Requirements

• Bachelor’s degree in education, business, computer science, information technology, or closely related fields.  Master’s degree preferred.  
• Minimum 3-5 years of experience as a Salesforce Administrator or similar role (Salesforce Business Analyst, Salesforce Consultant).
• Proven track record of managing CRM projects, including requirement gathering, user training, configuration, and documentation.
• Strong data analysis, data management, and reporting skills.
• Experience working in higher education or with education projects.
• Ability to prioritize, problem-solve, and organize tasks to meet deadlines and follow through on assignments with minimal direction.
• Certification: At least two – Salesforce Administrator and Salesforce Advanced Administrator or Platform App Builder.
• Must be able to work effectively at all levels of an organization with the ability to influence others to move toward consensus.

Information to Applicant

Collective Bargaining Unit (Union): This position is not part of the collective bargaining unit.  

Employment Benefits: Selectee will be eligible for health and life insurance, annual (vacation) and sick leave and will be covered under the University of the District of Columbia' s retirement plan (TIAA).

Equal Opportunity Employer: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.

Notice of Non-Discrimination: In accordance with the D.C. Human Rights Act of 1977, as amended, D.C. Official Code, Section 2-1401.01 et. seq., (Act) the University of the District of Columbia does not discriminate on the basis of actual or perceived actual race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, marital status, personal appearance, genetic information, familial status, source of income, status as a victim of an intrafamily offense, place of residence or business,  or status as a covered veteran, as provided for and to the extent required by District and Federal statutes and regulations. Sexual harassment is a form of sex discrimination which is also prohibited by the Act.  In addition, harassment based on any of the above protected categories is prohibited by the Act.  Discrimination in violation of the Act will not be tolerated.  Violators will be subject to disciplinary action.

Veterans Preference:  Applicants claiming veterans preference must submit official proof at the time of application.

Visa Sponsorship: At this time, the University of the District of Columbia does not provide sponsorship for visas (e.g. H-1B). This position is also ineligible for Optional Practical Training (OPT).

Residency Preference: A person applying for a position who is a bona fide District resident at the time of application for the position, may be awarded a 10-point residency preference over non-District applicants, unless the person declines the preference points. If selected, the person shall be required to present no less than 8 proofs of bona fide District residency on or before the effective date of the appointment and maintain such residency for 7 consecutive years from the effective date of the appointment. Failure to maintain bona fide District residency for the 7-year period will result in forfeiture of employment.

Drug-Free Workplace: Pursuant to the requirements of the Drug-Free Workplace Act of 1988, the individual selected to fill this position will, as a condition of employment, be required to notify his/her immediate supervisor, in writing, not later than five (5) days after conviction of any criminal drug statute occurring in the workplace.

Background Investigation: Employment with the University of the District of Columbia is contingent upon a satisfactory background investigation.  The determination of a "satisfactory background investigation" is made at the sole discretion of the University of the District of Columbia.  The University may refuse to hire a finalist, rescind an offer of employment to a finalist or review and may terminate the employment of a current employee based on the results of a background investigation.

Disposition of Resume: Resumes received outside the area of consideration and/or after the closing date will not be given consideration. You must resubmit your resume to receive consideration for any subsequent advertised position vacancies. For the purpose of employment, resumes are not considered job applications. Therefore, if selected for employment a UDC application will be required.

Job Offers: Official Job Offers are made by the University of the District of Columbia, Office of Human Resources only.

Contact Information:  All inquiries related to employment and job applications should be directed to UDC Office of Human Resources at (202) 274-5380.

The University of the District of Columbia is an Equal Opportunity/Affirmative Action institution. Minorities, women, veterans and persons with disabilities are encouraged to apply. For a full version of the University’s EO Policy Statement, please visit: https://www.udc.edu/human-resources/equal-opportunity/ .