Customer Manager Jobs in Bothell, WA (NOW HIRING)

Job Description

UW Information Technology (UW-IT) has an outstanding opportunity for Academic CRM Platform Manager to join their team.

About this Opportunity

Reporting to Manager of Program Operations, the Academic CRM Platform Manager (PM) will serve as the primary platform and partner-facing lead for the university's centrally managed Slate CRM environment, supporting admissions and enrollment management (EM) operations acrossthe tri-campusundergraduate, graduate, professional schools, and continuing education partner units. The platform manager serves as theconduitbetween the enterprise governance structure for Academic CRM and the technical team that delivers platform services, translating governance decisions into actionableserviceteam direction, managing the intake and prioritization of platform work, and coordinating the evaluation and rollout of newvendorfeatures in alignment with institutional priorities.

The PM engages with a wide range of colleagues within SETS, UWIT, and across the tri-campus community, and works closely with service and project managers, integration engineers, business analysts,universityleadership, and institutional governance bodies.

While the general working hours are within Monday through Friday, 8 am - 5 pm, the position has a great deal of scheduling and location flexibility to help manage non-work commitments. The position at times must be willing to adjust hours to accommodate the needs of staff, colleagues, clients, and stakeholders. Events that will occur outside the normal work schedule include, but are not limited to, meetings with staff, clients, or stakeholders. This position has regular stringent deadlines revolving around the academic calendar that may require extended work hours.

The salary information provided below is for a full-time position.

Key Responsibilities

Partner RelationshipManagement andFacilitation(40%)

Serve as the primary point of contact forenrollment management partner units, managing ongoing relationshipswithleadership

Plan and facilitateAcademic CRM Governance Committee meetings and activities, providing resourcesandinformationto support decision-making, including technical feasibility, sequencing, and estimates

Document governance outcomes andin collaboration withteam,convert decisions into scoped service team commitments and implementation plans

Develop intake process and channels for all partnerunits; triage requestsdeterminewhich areroutine operationsandwhich requireescalationto governance

Platform Management and Service Delivery (45%)

Coordinate with SETS service managersand engineers in delivery of day-to-day service, ensuring customers receivesupport across configuration, integrations, solution design, and tier 2/3 support requests

Coordinate internallyon platform changes with SIS and enterprise data platform implications, owning stakeholder communication while engineering owns technical execution

Lead or co-lead onboarding projects for new institutional customers, managing stakeholder engagement, project communications, and go-live coordination

Serve as 3rd-tier support for escalation and resolution of platform issues, working withvendorrepresentatives as needed

Platform Standards, Compliance & Operational Excellence (15%)

Partner with theservice manager,engineers,Academicdomain architect, and data governance and managementto develop and maintain platform standards, including field naming conventions, configuration patterns,integration design,data management policies, and change control processes.

Support the Manager of Program Operations in defining and maintaining SLA frameworks, escalation paths, and service definitions for the platform.

Required Qualifications

To be considered for this opportunity your application must demonstrate you meet both the minimum qualifications and additional qualifications listed below. Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Minimum Qualifications

Bachelors degree in Informatics, Communications, Management and Organization, Information Systems, or relevant field or equivalent experience.

Four or more yearsprogressively increasing responsibilityin program or product management, higher education IT, enrollment management technology, or a related field

Experience owning a technology platform or service, including maintaining a product roadmap, managing a prioritized backlog of platform requests, coordinating release planning, and communicating platform direction to a diverse stakeholder audience.

Demonstrated ability to balance competing requests and translate governance or stakeholder priorities into actionable direction for a technical delivery team.

Experience managing a shared platform or service supporting multiple customer groups or organizational units with independent operational priorities, where no single stakeholder holds authority over platform direction.

Demonstrated ability to facilitate cross-unit prioritization equitably,maintaintransparency across a distributed stakeholder group, and sustain trust with partner leaders through competing demands and constrained delivery capacity.

Demonstrated ability to translate between technical and non-technical stakeholders, including explaining platform constraints and trade-offs to operational partners and translating business needs into direction for a technical delivery team.

Strong project coordination skills with demonstrated experience managing concurrent workstreams across multiple institutional partners.

Demonstrated excellent written and oral communication skills, technical documentation skills, user liaison skills, and interpersonal skills.

Demonstrated ability to manage multiple priorities simultaneously and to work with minimal supervision in a fluid and dynamic environment with shifting deadlines and priorities.

Applicants who do not meet these qualifications WILL NOT be forwarded to the Hiring Manager.

Preferred Qualifications

Direct experience with Technolutions Slate, including familiarity with its release cycle, configuration model, and institutional user community.

Experience in a major Higher Education institution,preferablythe University of Washington, especiallyregardingStudent Information Systems, Academic Services, and/or Student Administration.

Experience in a shared services, platform team, or multi-institution IT environment.

Experience developing and executing change management and communication plans for technology platforms or services, including coordinating adoption activities across multiple stakeholder groups with varying technical capacity.

Familiarity with admissions operations and the enrollment management lifecycle,and student success and engagement.

Background in product management, service ownership, or IT relationship management for enterprise platforms.

Experience with data governance, FERPA compliance, or higher education information security practices as applied to enrollment or student data systems.

Working knowledge or experience with servicemanagementandagile developmentmethodologies/concepts; experience managing a software-based service and understanding of the ITIL framework.

Working Conditions

Hybrid, open office environment.

This is an essential position and is required to report to work remotely when UW suspends operations.

About the Team

UW Information Technology (UWIT) is the central IT organization for the University of Washington (UW), providingcritical technology support to all three campuses, UW medical centers, and global research operations. Data & Applications (D&A) is the division in UWIT that runs the university's academic and business systems, productivity platforms, enterprise integrations, learninganalyticsand data for decision-making and is also responsible for the accessibility of UW's digital resources.Student & Educational Technology Services(SETS)supportssystems and applications thatenablethefullstudent and instructor lifecycleandevaluates, develops, integrates, and supports technologies that enable others to teach, learn, and innovate. Capabilities supportedinclude recruiting andadmissions, financial aid and student accounts, curriculum management, registration, teaching and learning, advisingand student success, and emerging technologies.

Compensation, Benefits and Position Details

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About the UW

Working at the University of Washington provides a unique opportunity to change lives - on our campuses, in our state and around the world.

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.

Our Commitment

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.