Online Web and CRM Manager

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Job Title:

Online Web and CRM Manager

Department:

Ohio State Online | Professional and Continuing Education

Reporting to the Ohio State Online Web and CRM leader, the Online Web and CRM Manager will lead implementation of upgrades and changes, troubleshoot any errors or service-related issues, and ensure all APIs, plug-ins and forms are fully operational and up to date for the online.osu.edu website and online application within Buckeye 360 (Ohio State’s current CRM). 

The Online Web and CRM Manager will be responsible for actively assessing performance and ensuring optimal effectiveness of the website and CRM for Ohio State Online. This includes finding and identifying potential bugs; testing new features, automation changes and plug-ins for any direct or indirect impacts; maintaining the key systems and APIs for daily operational reliability; and thinking about how to continuously improve the user experience and interface. This person will help ensure the website has a consistent look and feel with several users having the ability to edit along with helping with technical SEO needs as required.

There will be an ongoing expectation that the CRM system and its APIs (i.e. scheduling, texting, website forms) are always functioning and fully supported which includes daily monitoring for performance and usage. There is also an expectation that the person in this role is proactive in identifying solutions, whether bringing new ideas forward or in solving identified issues. The Web and CRM Manager will understand project deadlines and be able to adhere to a structured timeline or communicate with key constituents on why a timeline may need to shift. This person will exhibit a high level of customer service as they work to help users who have run into issues with the CRM or the website.

The Online Web and CRM Manager will work closely with many people throughout Ohio State Online, both helping to identify and solve issues and testing new solutions with them. This person will collaborate with the central Buckeye 360 and BUX teams to ensure Ohio State Online is plugged into all enterprise systems and changes. Working with vendors and vendor support will also be an important collaboration point for this role. As Ohio State Online continues to grow, this person may manage junior staff or student workers.

Required Education and Experience:

Bachelor’s degree required.

4 years in information technology, information systems, front-end website development, CRM administration or related field.

Experience in CRM and website administration, UX/UI interface best practices, light coding, and customer service across a large group.

Broad knowledge and expertise in automation building, testing and rolling out upgrades to a production environment, API connection building and supporting, and supporting a diverse staff in these two areas in a collaborative way.

Desired Education and Experience:

Master’s degree in relevant discipline preferred. 5+ years of experience preferred.

Experience in online higher education, Salesforce, and Drupal in a virtual environment preferred.

Deeper knowledge and experience of the required areas.

Additional Information:

The actual salary paid to an individual will vary based on multiple factors, including but not limited to, education, years of experience, internal equity, etc.

Function: Information Technology

Subfunction: IT Multi-Discipline

Band: Specialized

Level