Boston University Virtual (BUV) is a unit at Boston University focused on the creation of high-quality online degree and certificate programs. The Director Digital Experiences, Online Programs will play a pivotal role by working across BUV and Boston University to design and develop the requirements and use cases required for the full online student journey, leveraging various enterprise systems including the CRM to enhance and enable a world-class, global online student experience.

The Director, Digital Experiences, Online Programs is a senior professional role that will evaluate current and future state capabilities, priorities, and requirements, and identify opportunities for enhancing and creating a more holistic online student experience. This role is expected to have working knowledge of the CRM applications, and in particular the Salesforce product offerings which include Sales and Service Cloud, Experience Cloud, Student Success Hub/Salesforce Advisor Link, EDA / Education Cloud and Marketing Cloud. Working across a broad matrixed environment and in close collaboration with faculty and academic leaders as well as BUs IT organization, the Director Digital Experiences, Online Programs will be responsible for capturing requirements and proposing new and features that drive value for our various online student populations, and allow for scale and efficiency. This role will work closely with stakeholders to ensure appropriate design and configuration of systems to align with user needs and will manage daily operations and troubleshoot issues, as well as, participate in the roadmap prioritization of the features that will be required as we continue to sustain and advance the capabilities of the CRM. Duties will include routine functions such as user account maintenance, monitoring reports and dashboards, and creation of training materials, and toolkit to ensure successful use and adoption for faculty, students, and academic leaders. All of this work will be done in close alignment with BU-IT and our broader enterprise strategy to ensure that we are considering and leveraging core systems and integrations.

Primary Responsibilities

• Collaborate across BUV and Boston University as well as vendor partners to prioritize and create the full online student journey in ways that will successfully scale to support the growing BUV portfolio of online programs and learning experiences.
• Leverage & extend the requirements and priority setting needed for CRM and other enterprise platforms and tools to support new online programs, and deliver the greatest value to online students, as well as the faculty and staff who support these programs.
• Assess current capabilities and emerging technology offerings to design and propose future state use cases and services that continue to enhance the Students, Faculty, and Administrative Staff user experience.
• Review and understand the market needs and dynamics related to online student journeys to optimize success, and analyze technology solutions and approaches for consideration.
• Play a key role in the solution design, prioritization, delivery timeline, and execution. Translate business/user requirements into technical delivery design documentation.
• Work closely with IT and stakeholders across BU to identify and align on project(s) scope and priorities
• Participate in Quality Assurance testing to ensure the stakeholders needs are met and optimize rollouts and release cycles to promote success for Students, Faculty and Administrative Staff.
• Lead update and rollout efforts to the broader BUV online community through the delivery of release notes, training materials, webinars, and knowledge articles for successful adoption.

Required Skills

• 10+ years of experience in digital product design and development, with experience supporting and implementing online student journeys in a higher education environment.
• 5+ years of Salesforce experience, with a strong understanding of Sales Cloud, Service Cloud and basic configuration tasks. Knowledge of Student Success Hub is a plus.
• Experience with Form Assembly and/or Blackthorn events is a plus.
• Proven experience working with faculty, staff and IT organizations in a large university environment or relevant corporate structure to create a vision and direction for the overall online user experience that can be leveraged by common CRM tools.
• Additional technical experience relative to understanding the broad enterprise technology stack and interdependencies is also a benefit.
• Strong technical acumen with hands-on experience in Salesforce administration and configuration. Certifications in Salesforce Administration, Business Analysis, and User Experience are a plus.
• Effective communication and interpersonal skills with the ability to work collaboratively in a team environment and influence across a matrixed and large institution.
• Strong analytical skills with the ability to translate business needs into technical requirements.
• Attention to detail, problem solver and out-of-box thinker.
• Proficiency in Microsoft Office Suite, particularly Visio and/or Lucid charts.

_We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor. _

Required Experience

• 10+ years of experience in digital product design and development, with experience supporting and implementing online student journeys in a higher education environment.
• 5+ years of Salesforce experience, with a strong understanding of Sales Cloud, Service Cloud and basic configuration tasks. Knowledge of Student Success Hub is a plus.
• Experience with Form Assembly and/or Blackthorn events is a plus.
• Proven experience working with faculty, staff and IT organizations in a large university environment or relevant corporate structure to create a vision and direction for the overall online user experience that can be leveraged by common CRM tools.
• Additional technical experience relative to understanding the broad enterprise technology stack and interdependencies is also a benefit.
• Strong technical acumen with hands-on experience in Salesforce administration and configuration. Certifications in Salesforce Administration, Business Analysis, and User Experience are a plus.
• Effective communication and interpersonal skills with the ability to work collaboratively in a team environment and influence across a matrixed and large institution.
• Strong analytical skills with the ability to translate business needs into technical requirements.
• Attention to detail, problem solver and out-of-box thinker.
• Proficiency in Microsoft Office Suite, particularly Visio and/or Lucid charts.

_We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor. _