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University of Maryland Global Campus · 6 hours ago

Senior CRM Operations Analyst

(North America) Adelphi, MD

Full-time

Hybrid

Mid, Senior Level

$105K/yr - $120K/yr

3+ years exp

The University of Maryland Global Campus (UMGC) is seeking a Senior CRM Operations Analyst to enhance the performance of its enterprise CRM ecosystem. This role involves transforming operational data into actionable insights, improving processes, and collaborating with various stakeholders to drive continuous improvement in CRM operations.

EdTechEducationHigher EducationUniversities

H1B Sponsor Likely

Responsibilities

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

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

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

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

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

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

Qualification

SalesforceCRM AnalyticsData AnalysisTableauPower BIAgile DeliveryCoachingCommunication SkillsTeamworkProblem SolvingCollaboration

Required

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

Bachelor's Degree

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)

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

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

Benefits

Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.

Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.

Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.

Flexible Spending Accounts: Available for medical and dependent care expenses.

Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).

Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.

Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Company

University of Maryland Global Campus

Glassdoor3.5

The University of Maryland Global Campus is a public university focused on online education and headquartered in Adelphi, Maryland.

Founded in 1947

Hyattsville, Maryland, USA

1001-5000 employees

https://www.umgc.edu/index.cfm

H1B Sponsorship

University of Maryland Global Campus has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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2025 (1)