Manager of Retention Systems

ANNOUNCEMENT OF POSITION VACANCY

Title (Function): Manager of Retention Systems
Department: IRIS
Reporting To: Associate Director of Retention Systems
FLSA Status: Exempt
Compensation: $51,000.00-53,000.00. Commensurate with education and experience. Excellent health and retirement benefits package: Click here for more information!
Open Date: 07/16/2025
Close Date: 08/24/2025 11:59 PM MST

SECTION
I - OUR VALUES CULTIVATE OUR VISION AND CULTURE

At CMU, we believe
in acting from a foundation of goodwill. This belief gives us the courage to
form meaningful relationships, embark on joint endeavors and take risks in the
pursuit of new possibilities. It's this courage that enables the Mavily to explore
new ways of thinking and doing, knowing that there is no perfect solution, no
perfect idea.

From this place of humility and courage, we've built a culture of resilience.
We invest in the future by continuously adapting to change, overcoming
challenges, and seizing new opportunities. We recognize that change is
constant, and our resilience allows us to embrace it with confidence. Endless
curiosity drives us to approach the unexpected as if it were expected, seeing
opportunities for discovery and renewal in every challenge. In this community
rooted in love and dignity, curiosity thrives, leading to endless opportunities
for growth and advancement.

Inspired by the soul of the West-the spirit that our region embodies-we emerge
as a force for positive change, harnessing our collective power to build a
Human Scale University that reflects our values and brings to life our shared
vision of the world we aspire to create.

Colorado Mesa University Core Values
Love - Extending oneself for nurturing the growth of self and
others
Dignity - Respecting the intrinsic value of each person and
believing that others act from a foundation of goodwill
Courage - Taking risks in the pursuit of new possibilities
Humility - Suspending one's ego and pride to recognize that no idea
is perfect and being open to the input of others
Resiliency - Investing in the future by adapting to changes,
overcoming challenges and pursuing Opportunity
Curiosity - Cultivating awe and exploring the unknown
Power - The strength to act collaboratively with individual agency to
achieve our goals

SECTION
II - THE SEAT

At CMU, we look at
every position as a seat. Every seat is vital and the individual in the seat
contributes significantly to our mission of providing an affordable and
accessible education and forming meaningful and mutually enriching partnerships
that support the well-being and vibrancy of our community. As a human centric
organization, a priority is to ensure we have the "right seats" in our
organization, and that the expectations, ownership and accountabilities are
defined and communicated clearly for the success of the individuals holding the
seats.

OVERVIEW AND ROLE SCOPE OF TEAM AND/OR TASKS
IRIS is CMU's first year advising center and one-stop that supports students' needs relating to academic advising, registration, financial aid, financial counseling, and navigating college systems. IRIS Advisors provide these services in four ways: 1) front line customer service offered at the front desk, phone and email, 2) in-person or phone extended advising and financial counseling appointments, 3) targeted proactive advising services for students in need of additional support, and 4) events and groups sessions.

IRIS's CRM platform, Slate, is a robust tool used for caseload management, communication and outreach, appointment scheduling, and reporting. The Manager of Retention Systems supports IRIS's use and development of Slate and supports departmental retention efforts using Slate. Responsibilities include management and development of IRIS's CRM platform, IRIS departmental reporting and tracking, initial and continuous training of staff in CRM tools, and development of caseload management tools for academic advisors.

CRM Maintenance and Utilization

• Deliver queries related to IRIS success metrics and customer service interactions, such as student retention, pass/fail rates, probation and suspension rates, etc.
  
• Create and build reports for caseload management, enrollment management, retention, and student finances.
  
• Design an IRIS data calendar to track data collection and reporting schedules.
  
• Design queries and reports to support IRIS Advisor caseload management and audits caseload assignments.
  
• Supports Associate Director of Retention Systems in CRM database development and data efforts.
  
• Create and build reports for caseload management, enrollment management, retention, and student finances.
  
• Assists with training professional staff on new processes in IRIS's CRM software.
  
• Assists in the creation and management of campus wide knowledge repository regarding the CRM platform and tools.

  
  Departmental Operations



• Uses the CRM database to assess department operations and communication effectiveness: i.e., tracking phone, email, desk, and appointment traffic.
  
• Manages and audits IRIS Advisor caseload assignments and completion of program requirements for IRIS advisees.
  
• Assists with maintaining and updating the IRIS website and chatbot to ensure content is accurate, meets accessibility requirements, and information is delivered using department voice.
  
• Assists with coordinating schedule building operations for new student onboarding and registration.
  
• Participate in regular training in advising, registration, records, financial aid, and student accounts, as well as training from other campus resources.
  
• May present at and participate in various events and workshops.
  
• Supports IRIS customer service operations during high volume times.

  
  Communication and Outreach



• Collaborates with the Manager of IRIS Communications to design and deliver effective communication plans to promote student retention.
  
• Develops queries in IRIS's CRM for department communication plans ensuring students are receiving accurate and relevant communications.

  
  Individuals in this seat support the following teams:



• IRIS Advising Team (Team Black, Team Gold, Team MAVroon, and Montrose Team) - IRIS Advisors are assigned to a team of 5-7 IRIS Advisors led by an IRIS Lead Advisor. IRIS Advising Teams are divided based on academic department.
  
• IRIS Department - Advisors support the Director of IRIS, Associate Director of IRIS, and IRIS department operations.
  
• Enrollment Management - This seat supports the overall efforts of the Enrollment Management team regarding student success, enrollment, and retention.
  
• Regularly collaborate with university partner offices, such as Admissions, Financial Aid, Educational Access Services, Student Wellness Center, Student Services, Registrar, and Student Accounts.

  
  Leadership, Management, and Accountability (LMA) Responsibilities



• The Manager of Retention Systems does not directly supervise other professional staff.
  
• Serve as back-up for CRM development and inquiries when Associate Director of Retention Systems is unavailable.
  
• Supervision of student employees may be required.
  
• Seeks out professional development networks to keep the institution current on innovations in the CRM development. Travels when needed for conferences and/or site visits.

  
  Individuals in this seat are required to:



• Demonstrate a high level of discretion and professional judgment in actively assessing and advising students from all backgrounds on key aspects of student success, such as academic advising and registration, student finances, personal wellness, and student success skills.
  
• Interpret and apply institutional policies, procedures, and regulations related to academic, financial, and student support programs.
  
• Utilize a variety of computer systems, software, and technologies in daily operations including Microsoft Office, Slate, Banner, Outlook, among several others. Uses critical thinking to identify ways to use technology to improve operations and service.

  
  Other duties may be assigned as needed by our business. Some evenings and weekends may be required.

  
  SECTION
  III - OUR DESIRES FOR RIGHT FIT

  For the success of
  our mission and our teams, we desire to have individuals who are a "Right Fit"
  in our seats. We define "Right Fit" as those who embrace our culture,
  demonstrate our values, understand the seat and what is required. We seek
  individuals who want this seat, desire to be a part of a bigger vision and have
  the capacity to be a successful member of our CMU team.

  CAPACITY REQUIREMENTS

  
  Capacity for this seat includes knowledge, skills and emotional intelligence and ability to commit to this seat.



• Ability to learn and adapt to new software and technology quickly.
  
• Ability to interpret data and present complex information in an understandable manner.
  
• Must demonstrate strong critical thinking and problem-solving skills.
  
• Self-motivated and flexible, with the ability to self-manage multiple projects in a fast-paced environment.
  
• Must embrace an Appreciative Advising approach.
  
• Ability to learn quickly and stay up to date on current academic and financial policies.
  
• Ability to manage stress in demanding customer and student-service areas.
  
• Ability to prepare and present programming to various audiences.
  
• Desire and willingness to work collaboratively with multiple teams and departments.
  
• Ability to listen, synthesize information and write clearly and concisely.
  
• Strong time management, organization and start-to-finish project management skills.
  
• An ability to work on projects, take initiative and confidently advocate for a strategic vision.
  
• Strong interpersonal communication and customer service skills.
  
• Ability to maintain student confidentiality and educational privacy rights (FERPA).
  
• Ability to communicate strategically, facilitate decision making and work through difficult conversations with people at all levels in the organization.
  
• Ability to embrace change and innovation.
  
  ESSENTIAL EXPERIENCE FOR RIGHT FIT
  
• Bachelor's degree from an accredited four-year college or university.
  
• Strong computer skills and technical literacy. Proficient with MS Office. Experience with Banner, Power BI, SQL, and/or Slate software preferred.
  
• Experience with data management and statistical analysis.
  
• Experience working with diverse student populations, especially first-generation, low-income, academically underprepared and/or groups that are underrepresented in higher education.
  
• Must possess strong interpersonal skills, sound judgment, and the ability to work independently as well as be a team player.
  
  Reasonable
  accommodations may be made to enable individuals with disabilities to perform
  the essential functions.
  
  DISCLAIMER - This position description is only a summary of the typical
  functions of this seat, and not an exhaustive list of all responsibilities and
  areas of accountability.
  
  DIRECT INQUIRIES
  CONTACT: Justin Little, [email protected]
  
  HOW TO APPLY: Applicants will be
  asked to complete an online application by creating a profile and then
  providing personal and demographic information. In addition, please be prepared
  to upload a:
  
• Cover letter
  
• Resume
  
• Include the name,
  phone number, email address and relationship of at least three professional
  references who can attest to your ability to perform the job you are applying
  for. Professional references should include at least one current or former
  supervisor. Professional reference may also include current or former
  employers, colleagues or other professionals who have first-hand knowledge and
  can recommend you for employment.
  
• Copy of
  transcripts for all degrees completed (if your transcripts include a social
  security number or birthdate, please redact that information before uploading
  the document. Official transcripts will be required upon hire)

  ABOUT
  COLORADO MESA UNIVERSITY

  A comprehensive
  university in Grand Junction, Colorado Mesa University provides exceptional
  educational opportunities on a state-of-the-art campus. As western Colorado's
  largest university, CMU serves students on its main campus in Grand Junction,
  its satellite campus in Montrose, its technical college, CMU Tech, and via
  online offerings.

  Colorado Mesa
  University serves as the primary intellectual and cultural center of western
  Colorado and promotes the exchange of ideas that are of regional, national, and
  international importance. Founded in 1925, it is a dynamic university enrolling
  10,000 students at the associate, baccalaureate, and graduate levels.
  
  At the heart of
  the CMU experience is an integrative and experiential approach to higher
  education that encourages students to think differently and empowers them to
  challenge assumptions. CMU brings students together with expert scholars and
  thinkers from different disciplines to make connections between ideas and gain
  the skills to solve the unstructured, complex problems they will encounter in
  life. Our focus is on providing quality academic programs, built on a strong
  liberal arts core that supports students' interests and regional employment
  needs, as well as technical programs that respond to vocational workforce
  demands.
  
  The Grand Valley is
  home to some of the best outdoor recreation in the state of Colorado and you
  will not have to fight traffic and crowds to enjoy it. CMU is surrounded by the
  Grand Mesa, Book Cliffs, and the Colorado National Monument. We have world-class
  mountain biking, rock climbing, hiking, rafting, and a mountain resort that's
  less than 45 minutes from campus for skiing, snowboarding, and cross-country
  skiing. Living and working in Grand Junction, you will be able to explore one
  of Colorado's best kept secrets.
  
  Colorado Mesa
  University is particularly interested in candidates who have experience working
  with students from diverse backgrounds and who have a demonstrated commitment
  to improving the levels of access and success for underrepresented students
  within higher education.
  
  Colorado Mesa
  University is committed to providing a safe and productive learning and living
  community. To achieve that goal, we conduct background investigations for all
  final applicants being considered for employment. Background investigations
  include reference checks, a criminal history record check, and when
  appropriate, a financial and/or motor vehicle history. Applicant must be able
  to verify U.S. employment eligibility. Colorado Mesa University is an Equal
  Opportunity Employer, committed to a culturally diverse faculty, staff and
  student body. Women and minorities are encouraged to apply. Any person with a
  disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided
  reasonable accommodation upon request to enable the person to complete an
  employment assessment. To request an accommodation, please contact the CMU
  Human Resources Office by phone or email. You may be asked to provide
  additional information, including medical documentation, regarding functional
  limitations and the type of accommodation needed.

  
  Colorado Mesa University
  
  Attn: Human Resources Office
  
  1100 North Avenue
  
  Grand Junction, CO 81501

  
  970.248.1820