OneMain Financial Jobs

CRM Operations Associate

The CRM Operations Associate within Growth & Strategy supports the enterprise’s implementation and enhancement of CRM. This position supports architecting, designing, developing, deploying, and administering CRM from a functional perspective. The Operations Associate will work with department leadership and Information Technology to deploy changes and system enhancements. On an ongoing basis, the Operations Associate will work with department leadership and end-users across the enterprise to define requirement specifications for enhancements/long-term solutions which leverage the features, functions, and best practices of the platform. This role will contribute to front-line support and troubleshooting, writing process documentation, test scripts, drafting reports/dashboards, perform data loads and other operational functions of the CRM system. The Operations Associate will contribute in the reporting and analyzing of marketing performance, supporting student acquisition, student lifecycle and operational processes to help drive business decisions and strategic development. The Operations Associate will report into the Manager, CRM Operations, Growth & Strategy Analytics.

Essential Functions

• Provide front-line support and troubleshooting for CRM end-users, including issue triage and escalation when needed

• Help create, maintain, and update reports and dashboards within the CRM system to support Operations, Recruitment, Admissions, and Marketing.

• Assist leadership in documenting business requirements for CRM enhancements, process improvements, and larger scale projects

• Participate in user acceptance testing (UAT) for new features, enhancements, and system releases.

• Assist with maintaining system continuity and functionality included but not limited to picklist change control, page layout change-recommendations, and user profiles and permission sets

• Assist with updating or inserting bulk records in the CRM via Data Loader

• Provide support with periodic CRM and event system upgrades while communicating changes to end users.

• Support data quality efforts by identifying data issues, validating records, and assisting with clean-up activities.

• Help develop and maintain CRM process documentation, training materials, and user guides.

• Assist with onboarding and training new CRM users.

• Collaborate with IT and vendors to support system integrations, data feeds, and routine system maintenance.

• Support basic analysis of the student/customer lifecycle and key milestones (e.g., lead, application, enrollment, completion).

• Assist with maintaining system continuity and functionality included but not limited to picklist change control, page layout change-recommendations, and user profiles and permission sets

• Perform other duties as assigned.

Essential Knowledge, Skills & Abilities

• Strong interest in CRM platforms, business systems, and process improvement.

• Basic understanding of CRM concepts such as objects, fields, workflows, reports, and dashboards.

• Strong analytical thinking and attention to detail.

• Ability to learn quickly and apply new technical concepts.

• Strong organizational skills and ability to manage multiple tasks with supervision.

• Effective written and verbal communication skills.

• Ability to work collaboratively with technical teams and business users with varying levels of system expertise.

• Proficiency with Microsoft Office (Excel, Word, PowerPoint); comfort working with data in spreadsheets.

• Positive, team-oriented mindset with a willingness to ask questions and seek feedback.

Qualifications

• Bachelor’s degree required; concentration in Business, Information Systems, Analytics, Marketing, or Technology preferred.

• 0–2 years of experience in CRM administration, business systems support, data analysis, or related roles (internships included).

• Experience with Salesforce or another enterprise CRM system preferred.

• Interest in pursuing CRM Administrator certification (e.g., Platform Foundations); certification a plus but not required.

• Exposure to higher education environments, marketing operations, or admissions/recruitment processes is a plus.

Work Environment/Physical Demands

This role is performed in a collaborative, professional office environment with standard computer-based work.

Hours and Travel

A typical work week consists of 37.5 hours, Monday through Friday, 9am to 5pm.

We Are

· Student Centric: We approach every task with a focus on supporting our students to achieve their lifelong learning goals in a safe, vibrant and welcoming environment.

· A Global Community: We are one team with an international outlook welcoming the strength in our diversity and the value each of us brings to what we do.

· Accountable: We take responsibility for our actions by being responsive, resourceful and respectful in delivering on our commitments with integrity and the highest ethical standards.

· Collaborative: We support and empower one another through open communications, cooperation, sharing knowledge and taking time to always listen and show we care.

· Committed to Excellence: We take pride in our ongoing pursuit for continuous improvement through creativity, rigor and best practices to produce meaningful outcomes.