IT Operations Manager

Job Title: IT Operations ManagerCompany Description:We are looking for a highly skilled and experienced IT operations manager to lead our team in delivering exceptional technology solutions.About the JobThis role is responsible for overseeing the management and optimization of CRM, LMS, ERP, and SIS platforms to support institutional operations and student success. The ideal candidate will have strong technical expertise, data awareness, and familiarity with AI-based workflow automation tools.Main ResponsibilitiesAchieve tangible results by establishing benchmarks and learning goals, developing structures that link campaign performance to business results, CLV, and retention.Advance personalization using machine learning and artificial intelligence by developing or partnering on models (propensity, churn, next-best action, send-time/content optimization, uplift modeling) and integrating them into CRM decisioning and orchestration.Lead experimentation at scale by building and running A/B and multivariate tests, applying sound statistical methods (power analysis, capping, sequential testing, causal inference) to produce trustworthy results.Develop robust analytics by using SQL/Python for data modeling and reproducible pipelines, composing self-serve datasets and dashboards to accelerate decision-making.Optimize channel strategy by evaluating email, push, in-app, onsite, and lifecycle programs, recommending frequency, targeting, and creative strategies grounded in data.Tell the story by translating complex analysis into clear, actionable recommendations for senior collaborators, influencing roadmaps and CRM evolution.Improve the craft by guiding analysts, advocating for guidelines in documentation, code review, and experimentation hygiene, promoting an inclusive, growth-focused culture.Safeguard data use by partnering with Legal/Privacy to ensure compliance (e.g., GDPR), guardrails, and responsible AI practices.RequirementsWe are looking for candidates with hands-on experience in CRM analytics, machine learning and AI, experimentation and statistics, SQL and Python proficiency, dashboarding and data visualization skills, business sense, communication and collaborator leadership, and a Bachelor's degree in Information Systems, Computer Science, Education Technology, or a related field.Skills and AbilitiesCore Platform Proficiency: Proficiency in CRM platforms such as Salesforce, Meritto or Zoho, familiarity with Learning Management Systems (D2L Brightspace, Moodle, Canvas), working knowledge of Student Information Systems (SIS) like Digii, Banner, PowerSchool, or Jenzabar.UI/UX Tools: Basic HTML/CSS for interface tweaks, knowledge of layout builders, scripting/programming languages like JavaScript, Python, or platform-specific scripting (e.g., Apex for Salesforce).Database & Data Modelling: Understanding data structures, schemas, and relationships within the system.System Integration & Development: Experience integrating tools/platforms via APIs, webhooks, and middleware solutions, hands-on experience in system configuration, workflow automation, and process optimization.Data & Privacy: Strong grasp of data protection laws (e.g., FERPA, GDPR, HIPAA if applicable), understanding of user privacy standards and access control best practices.AI-Driven Automation & Workflow Intelligence: Familiarity with AI-based workflow automation tools (e.g., Salesforce Einstein Automate, Power Automate with AI Builder), experience integrating AI chatbots or virtual assistants for support workflows (e.g., Freshdesk or Salesforce bots).Project & Stakeholder Management: Proven ability in project management, preferably using tools like JIRA, Asana, or Monday.com, strong stakeholder engagement and cross-functional communication skills, experience translating business needs into technical solutions.