SBS Dean's Office - Lead Manager (Hybrid Opportunity)

Apply now Job no: 522875
Work type: Staff Full Time
Campus: UMass Amherst
Department: Dean - Social & Behavioral Sci
Pay Grade: 25
Categories: Administrative & Office Support

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region. 


Job Summary

The College of Social and Behavioral Sciences’ Lead Manager will be responsible for overseeing qualified leads for the College’s online and master’s programs. The position will be responsible for monitoring and analyzing Customer Relationship Management (CRM) system data, qualifying and developing leads, and recommending appropriate allocation of marketing resources to follow-up with prospective students. 


Essential Functions

  • Actively pursues qualified leads and addresses general inquiries from prospective students via one-on-one correspondence.
  • Converts qualified leads into promising applications by advising prospective students with appropriate and accurate information regarding program options and admissions, as well as connecting leads to relevant program staff and faculty.
  • Monitors and analyzes data from the university’s CRM system to track qualified leads from prospect to applicant to matriculated student. Takes part in decision-making processes pertaining to the CRM system. Continuously explores new and innovative ways to utilize the CRM system to improve prospective student services and communications. 
  • Analyzes data to identify key leads and recommends effective communication strategies, marketing resource allocations, and deployment of student support funds (fee waivers, scholarships, work-study, etc.).
  • Contributes to the overall success of the College’s online and master’s programs by providing solutions to team coordination and related workflow procedures, such as communication plans, assistance with scheduling and promotion of recruiting events, and development and maintenance of lead management resources.
  • Develops deep knowledge of masters and online programs across the College and consults with Department Chairs and Program Directors regarding each unit’s admissions goals and student profile that is most likely to succeed in each program.
  • Participates in recruitment activities performed by the department emphasizing program benefits and success outcomes to prospective students. Attends on and off-campus career fairs and virtual information sessions for prospective students. Answers questions from the audience via chat and assists the presenter with managing audience participants.


Other Functions

  • Performs related duties as assigned or required to meet department, executive area/division, and university goals and objectives. 
  • Understands responsibilities with respect to Title IX, Clery, and other compliance requirements. 


Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Bachelor’s degree. Experience not required.
  • High level of written and verbal communication skills. 
  • Ability to effectively influence stakeholders of various levels including potential students, faculty, and administration. 
  • Ability to quantify results within and across functions. 
  • Ability to exercise discretion and confidentiality when interacting with students and faculty to include a diverse population. 
  • Ability to work both independently and to be part of an effective team with a highly cooperative and collaborative work style.
  • Strong organizational and planning skills including project management skills. 
  • High technical aptitude including the ability to use computer-based registration and academic records technology. Ability and willingness to learn SPIRE, Microsoft Suite, Google Suite, CRM systems, appointment calendaring systems. 
  • Knowledge and understanding of the student lifecycle and lead management best practices. 


Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Demonstrated customer service experience and enthusiasm.


Physical Demands/Working Conditions

  • Typical office work environment.
  • This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee’s work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement.


Work Schedule

  • Monday – Friday, 8:30 am – 5:00 pm.
  • Occasional night or weekend hours may be required.
  • Occasional day or overnight off-campus travel may be required.


Salary Information

Level 25

PSU Hiring Ranges


Special Instructions to Applicants

Please upload a resume, and cover letter along with the completed application. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.


UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: Eastern Daylight Time
Applications close: Eastern Daylight Time

Back to search results Apply now Refer a friend

The University of Massachusetts is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.