CRM Business Operations Manager

Franklin University, a private, independent, accredited, nonprofit university located in Columbus, Ohio, invites applications for the position of CRM Business Operations Manager.

Founded in 1902, Franklin University has built its reputation on removing barriers to higher education for ambitious adults balancing educational goals with work, family, and other commitments. Accredited and nonprofit, Franklin is recognized as an innovator in online education and serves students through applied undergraduate, master's, and doctoral programs designed to support career advancement and lifelong learning. More than 50,000 Franklin alumni live and work around the world, making meaningful contributions to their professions and communities.  

Position Summary

Franklin University is seeking a detail-oriented and execution-focused CRM Business Operations Manager to support the day-to-day administration of Franklin’s CRM environment, with an emphasis on HubSpot configuration, operational support, lead management, campaign execution, and data quality.

This role supports CRM processes that enable enrollment, partnership development, and learner engagement across key business areas, including Allied Health, Teacher Education, Nursing, and Franklin Works. The manager will help ensure leads are accurately captured, routed, and progressed through defined workflows and lifecycle stages.

This is a hands-on, operational role focused on maintaining CRM functionality, supporting users, improving data accuracy, and helping teams use the CRM consistently and effectively. The position will contribute to ongoing system improvements, process documentation, and reliable reporting for business decision-making.

Job Responsibilities

Operational CRM administration, HubSpot support, lead workflow execution, user support, data quality, reporting support, and process governance.

• CRM Operations and Administration
  • Support daily administration of the CRM platform, including contact records, company records, lists, workflows, lifecycle stages, and related CRM configuration needs.
  • Maintain data accuracy, consistency, system usability, and adherence to CRM standards across teams.
  • Support user setup, seat/access coordination, roles, and permissions in alignment with internal governance standards.
  • Assist with troubleshooting user issues and coordinating resolution with internal technical or vendor support resources as needed.
  • Maintain CRM documentation, naming conventions, lifecycle-stage definitions, and basic governance practices to support consistent usage across teams. 
• Lead Management & Workflow Execution
  • Monitor inbound lead flow and ensure accurate routing based on approved business rules, lead sources, program areas, and partner needs.
  • Maintain and update workflows, lists, routing rules, lead statuses, and pipeline-related data fields to support lead progression through the funnel.
  • Identify and flag process gaps, data inconsistencies, or workflow issues that affect lead handling, follow-up, or reporting clarity.
• Campaign & Communication Support
  • Assist with execution of CRM-enabled campaigns, including emails, forms, landing pages, lists, workflow triggers, and basic campaign tracking.
  • Perform quality checks on forms, workflows, routing rules, lists, reports, and campaign assets before launch or major updates.
  • Support campaign setup and alignment to reporting needs so teams can understand source, engagement, lead movement, and follow-up activity.
• Data Quality, Reporting, & Governance Support
  • Maintain high standards of CRM data quality, completeness, consistency, and usability.
  • Support development and maintenance of reports, dashboards, views, and lists used by business development, enrollment, marketing, and partnership teams.
  • Assist with recurring and ad hoc reporting requests by ensuring data definitions, fields, and lifecycle stages are used consistently.
  • Support light data stewardship activities, including duplicate review, field cleanup, list hygiene, and documentation of approved data practices.
• Integration & Process Support
  • Support CRM data flows, imports, exports, and coordination with technical teams on integrations and system enhancements.
  • Assist in identifying opportunities to improve workflows, data processes, system usage, user adoption, and operational efficiency.
  • Participate in CRM updates, enhancements, testing, and