Director of Digital Lifecycle Experience

At Unity Environmental University, we value different perspectives, champion innovation, and create an environment where both employees and learners can excel. We are committed to fostering a workplace where talent and dedication drive success.

JOB OVERVIEW

The Director of Digital Lifecycle Experience will leverage expertise in CRM/SIS, data analytics, and business analysis to operate and maintain the digital experiences that carry Unity Environmental University's learners from first contact through enrollment and into graduation. The position is the steward of the digital systems that serve students and staff, responsible for keeping them accurate, current, and aligned to how the institution actually recruits and enrolls.

This position is funded through Research and Development to create bandwidth for the institution. It begins with a structured learning period of at least three months, typically no longer than six, shadowing, working alongside and learning from the Digital Experience Analyst, with specific tasks and projects assigned throughout. Following that period, the successful candidate is assigned a portfolio, either at the Enterprise level or dedicated to a subsidiary or SEBU, based on institutional need and within the scope of this role. Portfolio ownership carries responsibility for the sequencing, delivery, and reporting of the work within it.

POSITION SPECIFIC RESPONSIBILITIES AND EXPECTATIONS

• Maintain the University's AI infrastructure, from conversational AI agents to non-conversational tools, including topic and action configuration, conversation state, and deployment across multiple channels.
• Own the learner-facing digital tools, including the student and applicant portals and the components within them: determine what content, resources, and functionality appear, how they are organized and presented, and how they change as programs, policies, and learner needs evolve. Other units are expected to contribute requests, subject-matter input, and feedback; final decisions on content, structure, and presentation rest with this position. Partner with Information Technology, who retains responsibility for access, authentication, and technical support.
• Test and iterate on agent actions, prompt templates, and knowledge base, keeping content current as policy, programs, and processes change, and establishing review practices that surface and correct inaccurate agent output before it reaches users.
• Document current-state process and business requirements for assigned systems, working with interested and affected parties to define what a change should accomplish and how it will be verified before it is built.
• Own intake and triage for assigned Digital Experience work: assess incoming requests, distinguish defects from enhancements, scope the change, and escalate work that requires net-new development.
• Manage assigned enhancement and maintenance projects through the full delivery cycle including testing and implementation, maintaining project plans, coordinating cross-functional contributors, tracking risks and blockers, and reporting status to IAPs and leadership on a consistent cadence.
• Monitor system health and respond to issues, including errors, failed automations, and degraded agent performance, with triage, resolution or escalation, and root-cause follow-up.
• Conduct data analysis and reporting to track recruitment and system performance, identify where processes or platforms are underperforming, and build reports and dashboards that help colleagues understand how the systems are working.
• Ensure the integrity and accuracy of Enterprise Education data.
• Maintain documentation of system configuration, integrations, and the reasoning behind past decisions, so that systems remain supportable by someone other than the person who built them.
• Lead assigned institutional initiatives and projects, including work that may extend beyond the position’s primary portfolio as organizational needs evolve.

UNITY ENVIRONMENTAL UNIVERSITY INSTITUTIONAL RESPONSIBLITIES:

• Stay open to counterintuitive ideas and direct feedback. Unity employees are expected to think creatively and remain open to approaches that challenge initial instincts or traditional methods. Taking direction, seeking clarity, and executing with precision are critical to moving innovative work forward.
• Work confidently with AI, digital tools, and emerging systems. As a technology-enabled institution, Unity expects all employees to adopt a growth mindset around digital tools. This includes using AI systems to enhance productivity and decision-making, as well as learning new platforms and processes with curiosity and accountability.
• Deliver results in a fast-paced, evolving environment. Agility, resilience, and follow-through are essential. Employees must remain focused on outcomes even as priorities shift, iterating quickly and adjusting to change without losing momentum.
• Communicate with clarity and consistency. Strong written and verbal communication, including the ability and willingness to engage professionally by phone, video, and digital channels is essential. Employees must document decisions, convey key information clearly, and support alignment across teams.
• Model integrity and professionalism in all aspects of work. Every employee is responsible for upholding high ethical standards, demonstrating sound judgment, and maintaining an ownership mindset when it comes to their role and results.
• Own the accuracy of your work. While Unity equips employees with advanced systems and AI-enhanced tools, the responsibility for quality, precision, and correctness rests with the individual. Attention to detail and proactive error-checking are non-negotiable.
• Demonstrate a commitment to sustainability in all aspects of work. This includes responsible stewardship of resources, strategic decision-making, and ensuring long-term institutional impact.
• At Unity, we encourage input, feedback, and collaboration from all employees, your perspective matters. However, once a decision has been made, employees are expected to act as an extension of their supervisor’s bandwidth, carrying out directives with clarity, consistency, and precision. We do not operate in independent silos; instead, we emphasize cross-functional collaboration and shared accountability.
• Perform other duties as assigned.

To be successful in this position you must be able to execute each of the position specific responsibilities while meeting the position expectations.

Additionally, the position specific education, skills and competencies listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodations may be made upon approval by the supervisor and Human Resources, to enable individuals with disabilities to perform the essential functions.

POSITION SPECIFIC EDUCATION, SKILLS AND COMPENTCIES:

Required:

• Bachelor's degree, or an equivalent combination of education and demonstrated experience.
• Business analysis experience, including eliciting requirements from interested and affected parties, documenting current-state process, identifying gaps between how a process is described and how it actually runs, and translating business needs into clear system requirements a technical partner can implement.
• Salesforce experience, including working familiarity with the platform's core objects, record structure, and navigation, and the ability to build and maintain reports and dashboards independently.
• Experience supervising employees.
• Ability to analyze a system on their own initiative: use data to determine which parts of a process or platform are underperforming, form a view about why, and justify recommended changes with evidence rather than impression.
• Ability to build reports and dashboards on request for colleagues who need to understand how a system is performing, including translating a loosely defined question into the measure that actually answers it.
• Project management experience, including scoping and sequencing work, managing timelines and dependencies across contributors who do not report to this position, and reporting status to stakeholders and leadership.
• Demonstrated judgment about user experience, including deciding what information belongs in front of a user, how to organize and present it, and what to remove, and the ability to hold and explain those decisions when units disagree.
• Demonstrated care for the systems in their charge, evidenced by a pattern of investigating anomalies rather than working around them and of noticing degradation before users report it.
• Practical experience using AI tools in a work setting, with the ability to explain why a given output was right or wrong and what would change it.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Detail-oriented with a commitment to data accuracy and integrity.
• Ability to adapt to changing priorities and work in a fast-paced environment.

Preferred:

• Experience in higher education enrollment, admissions, or student services, with working knowledge of the recruitment and enrollment funnel, academic term and start structures, and the points at which learners commonly stall.
• Hands-on Salesforce automation experience using Flow.
• Experience designing and iterating prompts or AI-driven workflows, with the ability to explain the design decisions behind them.
• Salesforce or Agentforce certifications.
• Proficiency in recruitment-related tools and features, such as lead management, campaign tracking, and reporting.
• Experience with maintaining the integrity of a CRM or SIS.
• Experience in a direct service or client-facing role, with the ability to identify what a user actually needs from what they initially ask for, and to maintain the relationship while doing it.

WORK SCHEDULE / AVAILABILITY REQUIREMENTS

Work hours are specific to the requirements of this position and can include days, evenings, and weekends as scheduled by their supervisor to best support students. Working extended hours required as needed. Must be flexible and cooperative in fulfilling responsibilities and meeting the Institution’s needs. Although Unity Environmental University employees are generally scheduled to work at their specifically assigned locations, there are times when travel is necessary, and employees are required from time to time to attend events, meetings, or work temporary assignments at any Unity Environmental University location.

PHYSICAL DEMANDS

While performing the duties of this job, it is regularly required to sit and talk or hear. The employee is occasionally required to stand or walk. The employee must occasionally lift and/or move up to 40 lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The use of either hand for repetitive movements such as grasping, grasping and turning, and fine manipulation is required as is the ability to use the telephone for internal and external communications.

ENVIRONMENTAL CONDITIONS

Work is performed mostly in an office setting. The noise level in the work environment is normally moderate. Exposure to changes of temperature or humidity 1-33% of the time.