Customer Engagement Manager Jobs in Decatur, GA (NOW HIRING)

Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the excellence of our academic community.

The Division of Advancement and Alumni Engagement utilizes resources, technology, and business for the purpose of constituent engagement, donor research and solicitation, and stewardship throughout Emory University and Health Systems. Our mission is to inspire and steward meaningful, lasting relationships that elevate engagement and giving to fulfill Emory’s mission to serve humanity. We are currently seeking a Divisional Manager, Information Technology.

The Data Operations function within the Data & Analytics team supports Advancement and Alumni Engagement through the maintenance, stewardship, and utilization of the division's constituent data and CRM ecosystem. This position is responsible for leading operational processes that support constituent data management, CRM administration, enterprise integrations, complex data imports and conversions, data quality initiatives, and reporting enablement in support of fundraising, donor engagement, and alumni relations. The role oversees data stewardship, validation, reconciliation, and integration activities to ensure the integrity, accuracy, and usability of constituent information across the Salesforce-based CRM environment. In addition, the position provides leadership for service delivery, process improvement, knowledge management, and staff development while partnering with stakeholders across Advancement and central IT. This position will report to the Director of IT Operations – Data and Analytics.

KEY RESPONSIBILITIES:

• Reviews and advises management staff on information technology issues to ensure coordination of administrative procedures and systems throughout a division.
• Designs information systems and procedures to support division operations.
• Manages computer software development.
• Coordinates computer operations with other information technology support staff.
• May hire, supervise and evaluate staff.
• Performs related responsibilities as required.

ADDITIONAL JOB DETAILS: In addition to the duties outlined above, the Divisional Manager of Information Technology may be required to:

• Create reports with application/technical tools.
• Assess, create, and implement new or improved processes for department functions/initiatives.
• Lead constituent data management, data quality, data governance, and stewardship activities supporting the division's CRM environment.
• Support enterprise integrations, complex data imports, data validation, and reconciliation processes.
• Develop documentation and knowledge-sharing resources to support operational continuity and staff development.
• This position requires coming in person two days a week.

MINIMUM QUALIFICATIONS:

• A bachelor's degree in computer sciences, management information systems or a related field and five years of information technology or systems support experience, OR an equivalent combination of education, training, and experience.

PREFERRED QUALIFICATIONS:

• Successful candidates will have experience with Salesforce CRM, Affinaquest (VERAS), or similar constituent relationship management platforms.
• Knowledge of data quality, data governance, system integrations, and constituent data stewardship.
• Experience with SQL, Snowflake, ServiceNow, and reporting or analytics tools preferred.
• Demonstrated experience leading, mentoring, and developing teams while managing operational priorities and service delivery.
• Possess strong organizational, written, and verbal communication skills and the ability to manage multiple projects simultaneously.
• Strong interpersonal skills, adept at problem-solving with attention to detail, and the ability to navigate a complex work environment, and manage multiple projects simultaneously.
• Commitment to delivering exceptional customer service, the ability to work collaboratively, and comfort working with ambiguity.
• Possess a high level of professionalism and commitment to confidentiality with sound judgment and discretion.
• Prior experience in advancement, fundraising, alumni engagement, non-profit, or a university setting.
• Flexibility to accommodate changing priorities and deadlines. 

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs. Schedule is based on agreed upon guidelines of department. This role requires residency in the state of GA. Emory reserves the right to change remote work status with notice to employee.

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity, and affirmative action (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).

Emory University is committed to ensuring equal access and providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to seek a reasonable accommodation, please contact the Department of Accessibility Services at accessibility@emory.edu or call 404-727-9877 (Voice) | 404-712-2049 (TDD). We kindly ask that requests be made at least seven business days in advance to allow adequate time for coordination.