Director

Director

The Director, CRM and Constituent Engagement Platforms provides enterprise leadership for UT Dallas' CRM ecosystem, including the Salesforce Education Cloud platform and associated engagement technologies. This role leads strategy, governance, operations, and adoption of CRM capabilities in support of academic and administrative priorities. The CRM program is currently in a transition and stabilization phase. The Director is responsible for stabilizing platform operations, advancing governance, improving service delivery, and establishing a sustainable enterprise CRM operating model. Success in this role requires strong product leadership, technical credibility, and the ability to lead change through collaboration in a complex, federated university environment.
Key capabilities, including data engineering, integration services, and identity and access management, are delivered in partnership with OIT shared services.
Minimum Education and Experience - Bachelor's degree and 5 years of related progressive experience.
Essential Duties and Responsibilities - Enterprise CRM Strategy and Product Leadership Develop and maintain a multi-year CRM roadmap aligned with institutional priorities Lead enterprise intake, prioritization, and backlog management processes Define and track success metrics (e.g., adoption, performance, data quality, value delivery) Translate institutional priorities into actionable product and platform capabilities and align delivery around a product-based operating model across CRM functional domains Prioritize and advance high-value analytics and AI-enabled CRM use cases aligned with student success and institutional outcomes Governance and Operating Model Establish and lead enterprise CRM governance structures and advisory bodies Define decision-making frameworks, service models, and prioritization processes Facilitate cross-functional stakeholder engagement and prioritization Represent CRM in institutional architecture, data governance, and digital transformation forums Platform Operations and Service Management Oversee platform performance, stability, and release management Direct day-to-day CRM operations, including incident response and service levels Lead CRM administration, development, and support teams Ensure Dev Ops practices, environment strategy, and release processes are disciplined and aligned with enterprise standards Balance platform health, new feature delivery, and operational support Data, Integration, and Analytics Oversee CRM integrations with enterprise systems (e.g., SIS, ECM, data warehouse) Partner with data governance to ensure data quality, stewardship, and lifecycle management Coordinate data consumption for analytics, reporting, and downstream systems Evaluate and govern new integrations and platform extensions Security, Identity, and Compliance Partner with security and IAM teams to define access controls and role architecture Ensure compliance with institutional policies and regulatory requirements (e.g., FERPA and related standards) Support audit readiness and risk management practices Vendor and Stakeholder Management Manage relationships with CRM vendors and implementation partners Lead evaluation and selection of new tools, integrations, and platform capabilities Support budget planning, licensing, and contract management Partner with academic and administrative units across the University to advance CRM capabilities Change Leadership and Talent Development Drive adoption strategies and change management across functional areas Lead, mentor, and develop CRM team members Build organizational capability across platform, data, integration, security, and business domains Recruit and retain CRM talent in a competitive market Knowledge, Skills, and Abilities Ability to lead through influence in a matrixed, federated environment Strong product management and roadmap ownership mindset Ability to translate technical concepts into business value and executive decision-making Excellent communication and stakeholder engagement skills Ability to balance enterprise standardization with diverse functional needs Bias toward measurement, outcomes, and continuous improvement