Vice President of Enrollment Services

Job Summary:

Merrimack College seeks an innovative, data-driven, and student-focused Vice President of Enrollment Services to lead the College's integrated student service operations and enrollment technology infrastructure. This role is responsible for overseeing Warrior One Stop Student Services, Student Accounts/Bursar, Financial Aid, Parking, College ID Services, the Registrar's Office, and Enrollment Systems, ensuring a seamless, efficient, and high-quality student experience across all touchpoints.

Reporting to the Senior Vice President/CFO, the Vice President will play a critical role in driving student satisfaction, retention, and operational excellence through data analytics, service innovation, technology integration, and effective student communications. A key focus of this position will be to improve student engagement through in-person, phone, email, and web-based services, leveraging AI and automation tools to enhance efficiency and responsiveness.

Additionally, this individual will oversee and ensure clarity, consistency, and effectiveness in all current student communications across enrollment services, ensuring that students receive timely, accurate, and accessible information related to financial aid, student accounts, registration, and other critical areas.

This individual will collaborate with campus partners to create a student-first service model that supports students from enrollment through graduation, ensuring that all service functions work in concert to deliver a cohesive and supportive experience.

Key Responsibilities

Strategic Leadership & Student Experience

• Lead the transformation of enrollment services into a high-functioning, student-centered operation that improves student satisfaction and retention.
• Oversee and enhance the One Stop Student Services model, integrating financial aid, student accounts, and registration services to provide a seamless, high-touch student experience.
• Establish key performance indicators (KPIs) and service metrics to measure and continuously improve service delivery.
• Implement AI-driven solutions to enhance student interactions, automate routine service requests, and improve response times across multiple communication channels.

Student Communications & Engagement

• Oversee and ensure clarity, consistency, and effectiveness in all current student communications related to enrollment services, including financial aid, billing, registration, student accounts, parking, and college ID services.
• Develop and implement communication strategies to proactively inform students about important deadlines, processes, and available support services.
• Leverage AI-powered chatbots, automated messaging, and self-service portals to enhance student engagement and streamline communication.
• Ensure that student communication across all platforms-email, web, text messaging, and print materials-is accessible, student-friendly, and aligned with institutional goals.
• Collaborate with communications, marketing, advising teams, and other student service teams to ensure a cohesive and student-friendly messaging strategy.

Technology, Systems, and Data Analytics

• Lead the management and strategic development of Slate CRM, Student Information Systems (SIS), and related integrations, ensuring efficiency and ease of access for students.
• Utilize data analytics and predictive modeling to drive student success initiatives, inform retention strategies, and optimize financial aid packaging.
• Oversee the implementation of AI-powered chatbots, self-service portals, and automation tools to streamline student service operations.
• Ensure that phone, email, in-person, and web-based services are seamlessly integrated and optimized for efficiency, accessibility, and student engagement.

Student Retention & Success Strategies

• Collaborate with institutional leadership, retention/student success leads, academic administration, faculty, and student affairs to implement initiatives that foster student persistence and success.
• Utilize service analytics to identify barriers to retention and implement data-informed interventions to improve student outcomes.

Operational Excellence & Collaboration

• Provide executive oversight for Financial Aid, Student Accounts, and Registrar functions, ensuring compliance, efficiency, and student-friendly policies.
• Oversee Parking and College ID services, ensuring a smooth, student-centered experience.
• Partner with Admissions, Academic Affairs, Student Affairs, and IT to align enrollment services with institutional goals and student success initiatives.
• Lead and develop a high-performing team dedicated to service excellence, professional growth, and continuous process improvement.

Qualifications & Experience:

• Master's degree in Higher Education Administration, Business, Data Analytics, or a related field required; Doctorate preferred.
• Minimum of 10 years of progressive leadership experience in enrollment management, student services, or related areas.
• Demonstrated expertise in student retention strategies, service metrics, and operational efficiencies within higher education.
• Experience overseeing multi-channel student service operations, including in-person, phone, email, and web-based platforms.
• Strong proficiency in data analytics, predictive modeling, and AI-driven service enhancements.
• Knowledge of Slate CRM, Student Information Systems (SIS) (Jenzabar 1 in particular), phone systems and related technologies.
• Proven track record of leveraging AI and automation to enhance student engagement and streamline operations.
• Experience developing effective student communication strategies and ensuring clarity, consistency, and accessibility across all service areas.
• Exceptional leadership, communication, and change management skills, with a commitment to a student-first approach.

Application Materials Should Include:

• Resume
• Cover letter stating motivation and interest in the position, citing experience relevant to the qualifications and including experience with, and commitment to, our Catholic Augustinian mission and our values.

This position is subject to the successful completion of a criminal background check.

Vaccinations and Work Location

This is an on-campus position as employees are essential in order to provide a fully on-campus, residential college experience for our students and the community.

The COVID-19 vaccine and booster for which an individual may be eligible are highly recommended for students, faculty and staff. Merrimack College does not require proof of COVID vaccination for enrollment, employment or to be a guest on our campus.

Statement on Our Mission

Merrimack College seeks candidates who understand, respect and can contribute to Merrimack's Catholic and Augustinian mission and values.

About Merrimack College

The only Catholic, Augustinian institution of higher education in New England, Merrimack College is a private, independent, coeducational institution with more than 4,000 undergraduate and 1,400 graduate students from 43 states and 42 countries. The College features more than 100 career-focused undergraduate, professional and graduate programs, all taught by exceptional faculty who are passionate about their subject and student success. The College has five schools: arts and sciences, engineering and computational sciences, nursing and health sciences, education and social policy and the Girard school of business. The College's suburban 220-acre campus is just north of Boston in North Andover, Massachusetts. Merrimack is a Master's Colleges and Universities/Larger Programs (M1) institution in the Carnegie Classification of Institutions of Higher Education. Merrimack is one of the fastest growing educational institutions in the country and has steadily climbed up in the U.S. News & World Report's ranking of Best Colleges, ranking 33rd in the Regional Universities North category in 2024. Merrimack is a NCAA Division I athletic institution.

Merrimack College is an Equal Opportunity Employer.