PMP-certified technology leader, adjunct professor, and emerging photographer with deep experience managing complex CRM, digital strategy, and project management initiatives that improve how people and organizations work.
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I’m a technology and CRM leader with many years of experience managing projects that bring business strategy, operations, and technology together. Much of my work has focused on customer relationship management, not only as a system, but as a broader business strategy for improving how organizations communicate, serve constituents, and make decisions.
I believe CRM is both the strategy and the technology that supports it. That perspective has shaped the way I approach my work: with an eye toward people, process, data, systems, operations, and emerging tools like AI working together instead of existing in separate lanes.
Over time, I’ve built a broad range of experience across project management, digital strategy, process improvement, system implementation, operations, stakeholder communication, teaching, and AI-enabled workflow improvement. My work as an adjunct faculty member has strengthened the way I explain complex ideas, support different learning styles, and make technical or strategic concepts easier to understand and apply.
I enjoy turning complex, messy work into something clearer, more useful, and more actionable.
More recently, I’ve also been developing my work as a photographer, focusing on capturing people in their element through real, unscripted moments and visual storytelling.
Director, Enterprise CRM (Platform & Strategy)
Johnson & Wales University – Providence, RI | 2021–Present
Lisa A. Caroselli
Providence, RI | lisacaroselli@gmail.com | (401) 441-3643 | linkedin.com/in/lisacaroselli
Serve as enterprise digital enablement and platform strategy leader, aligning technology capabilities, process design, and governance with organizational priorities across all areas of the organization, including recruitment, service, engagement, and learning ecosystems.
● Operate at the enterprise level with shared accountability for digital platform outcomes beyond direct functional scope.
● Lead enterprise digital enablement and innovation initiatives supporting organization-wide digital strategy and engagement outcome
● Translate strategic initiatives into cross-functional digital programs and stakeholder-aligned execution plans
● Influence cross-functional leaders and stakeholders to adopt modern digital operating practices and governed platform usage.
● Anticipate digital platform and engagement trends and incorporate emerging capabilities into roadmap planning.
● Designed and deployed an AI-enabled business analysis agent to augment CRM intake,
requirements drafting, and impact analysis, improving documentation quality, governance adherence, and delivery speed without additional staffing.
● Led enterprise AI and automation pilots within CRM and service operations, applying governance, evaluation, and adoption frameworks to assess business value and risk.
● Introduced AI-assisted case summarization and workflow intelligence capabilities to improve service efficiency and data quality.
● Established guardrails and usage standards for AI-enabled platform features aligned to data governance and compliance requirements.
● Partnered with architecture and security teams to evaluate AI feature readiness, data placement, and operational controls.
● Developed workforce enablement approaches to support responsible use of AI tools in daily operational workflows.
● Establish governance, intake, and prioritization frameworks using formal business analysis discipline to guide enterprise digital initiatives.
● Use business intelligence, reporting, and analytics frameworks to guide digital prioritization and operational decision-making.
● Apply human-centered and experience design principles to improve digital workflows and constituent experiences.
● Lead AI and automation pilots within CRM and service operations using structured governance and evaluation models.
Lisa A. Caroselli
Providence, RI | lisacaroselli@gmail.com | (401) 441-3643 | linkedin.com/in/lisacaroselli
● Lead digital enablement initiatives involving secure portals, identity verification services,
transcript and credential verification systems, and digital signature workflows.
● Lead cross-functional digital transformation initiatives that modernize processes and improve operational effectiveness across sales, service, and support functions.
● Direct enterprise expansion of Salesforce Marketing Cloud, integrating lifecycle automation,
engagement journeys, and campaign enablement across pipelines.
● Lead migration of IT service management operations from Ivanti to Salesforce Service
Cloud, improving workflow visibility and operational governance.
● Partner with executive leadership and IT architecture teams to define platform roadmap,
operating model, and cross-system data strategy.
● Manage consultants, vendors, and internal teams delivering digital configuration,
integrations, and process improvements.
● Establish enterprise data governance and usage standards supporting adoption, integrity,
and compliance.
Earlier Roles — Johnson & Wales University — Providence, RI | 2006–2021
Director, CRM — College of Professional Studies | 2016–2021
CRM Program Manager (Marketing & Admissions) | 2006–2016
● Expanded CRM from a department-focused recruitment tool to a broader lifecycle and multi-constituent platform supporting professional education, workforce programs, business development, and academic operations.
● Led full re-implementation of Salesforce and related applications within the College of
Professional Studies after correcting an initial platform strategy, migrating a large-scale environment and significantly improving adoption and outcomes.
● Led project management for the integration of an absorbed department, aligning systems,
processes, governance, and stakeholder workflows into the enterprise operating model.
● Integrated CRM with learning, case management, survey, SIS, and engagement tools to support end-to-end constituent and learner journeys across multiple organizational functions.
● Partnered with academic, instructional design and technology, business development, and operational leaders to extend CRM usage beyond student recruitment to include corporate partners, workforce learners, and program stakeholders.
● Influenced platform roadmaps and strategic direction through continuous leadership partnership, delivery results, and modernization recommendations that later supported enterprise-wide expansion.
● Advanced intelligent automation and rules-based decision workflows to improve lifecycle engagement and operational throughput.
● Budget and ledger responsibility- Oracle
● Expanded data-driven decision practices through analytics, automation, and AI-assisted insight generation.
● Earlier, implemented the university’s first CRM platform (Talisma) for marketing and admissions, leading multi-campus rollout (5 campuses), user onboarding, and field adoption across a distributed recruitment network. Included first automation of communication journeys. Responsible for vendor management.
Inside Sales Manager — Southworth Material Handling Company | 2001–2006
Led inside sales operations with responsibility for CRM usage, staff training, and workflow improvement initiatives; completed Lean practitioner training and applied continuous improvement methods to operational processes.
Corporate Training Associate— Quaker Fabric Corporation | 1997–2001
Supported enterprise employee training programs through job aid development, training coordination, and internal and external learning program support.
Adjunct Faculty – Business, Technology & CRM Technology
Johnson & Wales University (2019–Present) + California Community Colleges (2020–2022)
● Train adult learners in applied business systems, analytics, and digital tools.
● Teach undergraduate courses in technology systems, CRM, business analytics, project management, and operations.
● Design curriculum and course frameworks aligned to workforce capability needs and industry certification preparation using ADDIE/SAM frameworks.
● Deliver technology and digital strategy instruction aligned to workforce, credentialing, and business outcomes.
● Support digital capability development and technology enablement through applied instruction in enterprise systems and analytics.
● Develop and revise instructional and digital learning materials supporting technology and business capability development.
● Design inclusive, outcome-driven digital learning environments.
Doctor of Business Administration (DBA), Strategy & Innovation — Capella University
● Doctoral research examined leadership influences on CRM and digital transformation success, based on qualitative interviews and practitioner-based research.
M.S., Organizational Leadership — Western Governors University
B.S., Management (Marketing Minor) — Fisher College, Boston, MA
