University of Maryland Global Campus · 11 hours ago
Senior CRM Operations Analyst (Salesforce)
Maryland, United States
Full-time
Hybrid
Mid, Senior Level
3+ years expUniversity of Maryland Global Campus is seeking a Senior CRM Operations Analyst (Salesforce) to enhance the performance of its enterprise CRM ecosystem. This role involves transforming operational data into insights, improving processes, and collaborating with various stakeholders to support the overall learner experience.
EdTechEducationHigher EducationUniversities
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
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
Company
University of Maryland Global Campus
The University of Maryland Global Campus is a public university focused on online education and headquartered in Adelphi, Maryland.
1001-5000 employees
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)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Late StageLeadership Team
Joe Sergi
Chief Operating Officer & SVP
Frank J. Principe, Jr.
Senior Vice President and Chief Government Affairs and External Relations Officer
Recent News
Maryland Daily Record
2025-05-29
Arkansas Business — Business News, Real Estate, Law, Construction
2025-02-17
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