Enrollment Reporting and Operations Manager

Who We Are:

National Louis is a 135+ year old university that has been grounded in the values of innovation, access, excellence, and equity from its inception. As an institution, we believe in providing access to educational opportunity and that education is our greatest lever for social and economic mobility. We are a student-focused community that is committed to continuous improvement and superior student service. We believe that through education we are able to empower change and build healthy communities. Our hard-working community is based on collaboration and respect for all team members and students.

What You Will Do:

The Enrollment Reporting and Operations Manager will be responsible for developing, maintaining, and analyzing reports using Salesforce, Power BI, and Five9 to support data-driven decision-making. This role will generate daily reports and serve as the systems expert, collaborating with cross-functional departments to optimize enrollment operations and track enrollment trends.

Additionally, the Manager will assist with contact center coverage and oversight as needed and play a key role in streamlining reporting processes. They will also collaborate with leadership to identify opportunities for process improvements and automation in reporting. This position reports directly to the Executive Director of Call Center and Enrollment Operations.

Maintain Salesforce data quality, clean and load data into Salesforce, build and prepare reports and user-friendly dashboards that help stakeholders analyze key metrics.
• Work with cross-functional teams to troubleshoot and resolve data issues ensuring the accuracy and integrity of reporting outputs, partner with Marketing Data Analysts to ensure enrollment data for advanced analytics are accurate and formatted appropriately.
• Troubleshoot, test, and maintain Salesforce reporting configurations to ensure strong optimization and functionality.
• Assist in operational duties within the department related to Five9 and contact center maintenance, management, and deployment of call reporting and system enhancements. Serve as a proxy to contact center supervisor and assist in outbound/inbound call coverage when needed.
• Track leading indicators of contact rate, speed to lead and conversion rates, analyze them to understand what's going well and what's not and prepare reports that can be used to improve contact center efficiency.

• Bachelor's Degree in Business, Analytics or other related field, preferred. Several years of experience in data governance and experience will be considered in lieu of a Bachelor's Degree.
• At least one year of experience in data governance and data management
• Minimum of one year working with CRM data and workflows and creating KPIs for business operations
• Proven/formal experience in designing, implementing, and supporting data derived from multiple Salesforce objects
• Adept analytical skills with the ability to interpret complex data, derive actionable insights and communicate that information to stakeholders
• Ability to handle multiple assignments and priorities yet still fulfill all commitments. Readily accepts new responsibilities and adapts well to changes in procedures. Gives appropriate priorities to various work demands
• Ability to communicate effectively, particularly via written communication with both technical and non-technical team members and the ability to work with cross-functional teams
• Personally demonstrates that external and internal customers are a high priority. Identifies needs and expectations and responds to them in a timely and effective manner
• Effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback. Communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team

NLU Inclusion Statement:

National Louis University is deeply committed to serving its community, advancing access and equity, and ensuring that all individuals are welcomed and valued. We are dedicated to fostering a culture where diversity, equity, and inclusion remain at the core of who we are. These are more than just words to us: they are truly a way of life for the NLU community. We recognize that differences in abilities, age, ethnicity, gender (identity and expression), race, religion, sexual orientation, socio-economic status, and background bring richness to our work environment. We affirm diverse perspectives, innovative contributions, and authentic presentations of self from every member within the NLU community. We believe inclusion is grounded in the actions we intentionally take each day. Our goal is to inspire and empower NLU employees and community members to cultivate an environment where we collectively focus on uplifting and advancing our institutional culture.

At National Louis University, we offer our employees an innovative environment to work together and inspire the ideas that will make an impact. As our external environment changes, our employees are provided the opportunities and tools needed to grow both personally and professionally to remain successful. NLU employees and dependents are offered a wide range of benefits, including but not limited to, Health Insurance benefits, Retirement benefits, Paid Time Off and Educational Opportunities. Additional information regarding full-time staff benefits can be found here.

The salary range of the grade for this position is $50,453 to $73,157 annually. Compensation decisions are dependent upon the facts and circumstances of each position and candidate. Offers are based on multiple factors permitted by law, including but not limited to: budgetary considerations, job-related knowledge/skills, experience, market considerations, tenure and standing with the university (applicable to current employees), and internal equity.

Please Include the following along with your application:

• Resume (Required)
• Cover Letter (Optional)
• Current NLU employees please also submit an Internal Posting Form