Operations Manager

Ball State University

Muncie, IN

ID: 7110175 (Ref.No. BSU33243)
Posted: September 9, 2022
Application Deadline: Open Until Filled

Job Description

In collaboration with the Director Admissions Operations and Technology, the Operations Manager in Admissions Operations and Technology will lead the operational and technical support in order to provide improved efficiency, accuracy and superior customer service while optimizing technological solutions when appropriate. This position will support the office to best utilize the campus enterprise resource planning (ERP), Customer Relationship Management (CRM), and other available solutions. This position will also support the activities related to prospect, application, and decision processing, internal/external reporting, data analysis, and support technology software/hardware solutions resulting in optimized operations. The Operations Manager will interface with the information technology support area and other functional departments in order to define potential solutions that will support admissions functions. In coordination with the Director Admissions Operations and Technology and other senior leadership, participate in establishing policies and procedures for each area while defining and setting the direction for the office. Lead in the successful support for the Admissions Operations activities regarding all Undergraduate, Graduate, International, and Division of Online and Strategic Learning admission applications.

Ball State University welcomes applications for an Operations Manager within the department of Admissions Operations and Technology.

Job Function:

In collaboration with the Director Admissions Operations and Technology, the Operations Manager in Admissions Operations and Technology will lead the operational and technical support in order to provide improved efficiency, accuracy and superior customer service while optimizing technological solutions when appropriate. This position will support the office to best utilize the campus enterprise resource planning (ERP), Customer Relationship Management (CRM), and other available solutions. This position will also support the activities related to prospect, application, and decision processing, internal/external reporting, data analysis, and support technology software/hardware solutions resulting in optimized operations. The Operations Manager will interface with the information technology support area and other functional departments in order to define potential solutions that will support admissions functions. In coordination with the Director Admissions Operations and Technology and other senior leadership, participate in establishing policies and procedures for each area while defining and setting the direction for the office. Lead in the successful support for the Admissions Operations activities regarding all Undergraduate, Graduate, International, and Division of Online and Strategic Learning admission applications.

Minimum Education:

Bachelor’s degree from an accredited university.

Preferred Education:

Master’s degree in student personnel, higher education, or related field.

Minimum Experience:

Experience in management/operations; supervisory experience; information/project management experience; technology background.

Preferred Experience:

Additional years of admissions experience in higher education with progressive responsibilities; experience with the day to day operations of an admissions office with an understanding of student information from a “systems” approach, the college recruitment process, and staff supervision in a professional setting; broad range of experience within admissions and/or student service areas; previous experience in ERP and CRM systems; solid evidence of professional progression; evidence of exceptional written and oral communication skills; excellent judgment; ability to multitask and prioritize, flexibility and strong decision-making skills; demonstrate self-confidence, autonomy, professionalism, and commitment to diversity, student development, higher education, and professional development. Experience with the ERP SIS and CRM solutions utilized at Ball State University. Experience in a university admissions area.

Duties and Responsibilities:

  • Participate in the coordination, management, priority setting, goal establishment within the Admissions Operations and Technology area. Lead staff to ensure deadlines are met regarding prospect, application, and decision processing, inter/intra office reporting, data file generation/distribution, and mail processing functions of the office.
  • Supervise, assign and review work, coordinate the orientation and training of staff, and make recommendations for all the direct reports of this position; supervision includes but not limited to applicant pool selection, interview process, and making final selection offer, compensation planning, discipline and corrective action, performance appraisal, training and career development of direct reports.
  • Support the admissions operations solutions in order to continually improve the efficiency, accuracy and effectiveness of these systems and the admissions staff.
  • Participate in the development/delivery of end user training for the implementation of best practices regarding admissions processes/procedures.
  • Serve as a subject matter expert for all information systems utilized by Admissions.
  • In coordination with the Director Admissions Operations and Technology, collaborate with Information Technology support regarding system enhancements/maintenance, issue resolution, and any other technology related topics that impact the admission process.
  • Serve on various university-wide committees and other off campus leadership opportunities.
  • Professionally and positively represent the Office of Admissions and Ball State University to the public and articulate the Ball State experience to prospective students and their families, high school guidance counselors, and the public at large.
  • Participate in strategic long-range planning, team building, goal setting, and assessment outcome measurements for the Office of Admissions and our Division.
  • Oversee the troubleshooting of any issues encountered impacting office operations.
  • Participate in the collaboration with administrative and academic staff from across campus in order to develop/support strategies/procedures that provide seamless, high quality customer service to anyone that requires assistance.
  • Support external data integration into systems utilized by the office.
  • Perform other related duties as assigned.


At Ball State University, we recognize inclusive excellence as an integral endeavor to fulfill our University’s mission and our strategic plan. We recruit, support, and retain a diverse population of students, faculty, and staff. We encourage and reward diversity of thought. We promote a work environment that encourages and rewards innovation and creativity. We pledge to keep Inclusive Excellence at the highest level of institutional importance and as a foundation in all that we strive to do. Our over-arching goal for Inclusive Excellence is to adopt a university-wide Inclusive Excellence approach to academic, administrative support, and service functions of the university. We believe Inclusive Excellence must be infused in every step we take.