AI Manager

Enrollment United States Scottsdale, Arizona San Diego, California San Francisco, CA Salt Lake City, UT Dallas, TX New York, New York Chicago, Illinois Philadelphia, Pennsylvania Charlotte, United States Seattle, Washington Boston, Massachusetts


Description

 

What We Are Looking For

 

NEP is currently seeking a dynamic individual to become part of our Enrollment team as the AI Manager.

 

This position is responsible for designing the AI “bot” processes, flows, and overall strategies of the integrated systems related to automating the UI/UX for entire student lifecycle.  This role will primarily be focused on optimizing student experience by applying best practice self-service protocols for student engagement points to defined milestones.  This position is also responsible for analyzing and monitoring the performance of the automated intelligence process and strategy used to provide a best in class student experience.  By consistently testing, analyzing, and reviewing automated “bot” strategy outcomes, conversion KPI’s, and prospective student lifecycle metrics, this role will be leading the bot process design, integration needs, and engagement strategy optimizations to deliver the best possible student driven experiential outcomes.

 

Essential Functions

Process Design:

  • Lead designer of enhancing consumer-facing Chat bots and Virtual Assistants that are channel-customized across Chat, Messaging, SMS, IVR, etc., in a contextual, optimized and personalized AI process to enrich the student experience.
  • Partner cross-functionally across Teams and Affiliated schools to guide process of designing, deploying and maintaining the bot conversational experience, while setting the standards and principles for effective conversational processes.
  • Translates customer needs into UX/UI that the bot’s ability to deliver personalized and contextual information in real-time.
  • Partners closely with I.T. and AI vendors(s) to enhance intents within bot experience including any needed integrations to facilitate the self-service experience.
  • Collaborates with Director of CX, Marketing Leaders and AI conversational managers to design and optimize conversations and bot training according to affiliate playbook guidelines.
  • Uses focused curiosity to develop strategic design plans for execution.
  • Designs, administers, and configures bot processes with a “student first” mindset and designs affiliate school-centric experiences to solve inquiries via multiple channels & touchpoints. Starts with student empathy and always focuses the CX down to the smallest details.

Process Management:

  • Leads the documentation of process flows, policies, procedures, project plans, and other documentation within the automated service projects and in collaboration with all constituents.
  • Work collaboratively with departmental leaders on projects and affiliate school initiatives while contributing subject matter expertise when appropriate.
  • Develops team and departmental benchmarks to share outcomes on bot enhancements.
  • Consistent validation experiences are operating as intended and uses A/B Split testing methods, NPS, and other qualitative feedback for optimizing the bot and self-service CX.
  • Owns change management tracking and related outcomes from those changes.

Reporting/Performance Management:

Through collaboration with the Finance, Analytics, and Data Ops Teams, leads the initiatives for visualization and dissemination of bot KPI’s and performance outcomes as outlined but not limited to the following:

  • Schedules weekly, monthly, quarterly and yearly meetings to communicate and disseminate enhancement results using visualization tools and publication-quality reports.
  • Develop tracking systems on the key performance indicators of bot’s, bot processes/ flows, A/B split testing results, milestones, and all other related metrics by affiliate.
  • Collaborate with Data Ops to integrate data from any Software/systems in use into any reporting tools implemented by NEP or its Affiliate’s.
  • Work to develop processes to aggregate bot channel data into dashboards or on-demand reporting interfaces by affiliate.
  • Assist Leadership in the evaluation and forecasting of bot generated inquiries, appointments, applications, enrolls, and starts.

Reasonable and consistent attendance to fulfill requirements of the position

 

Knowledge, Skills, and Abilities

  • Attention to detail, highly organized, and ability to execute multiple initiatives against arduous time constraints.
  • Ability to work in a team-oriented environment.  Culture is what drives us.
  • Can you think outside the box?
  • Ability to communicate clearly to a variety of constituents in both oral and written communication.
  • Proficient with Microsoft Word and other applications in the Microsoft Office suite

 

Education and Experience

  • Bachelor’s degree from an accredited university required.
  • 5 years’ experience designing and enhancing bots or other customer facing automated intelligence/machine learning and self-service experiences required.
  • Experience with admissions, enrollment and online delivery strongly preferred.
  • Experience creating User Interface / User Experience designs for web and mobile preferred
  • Strong analytical skills: Perform detailed analysis of performance and trends to provide insight and recommendations
  • Demonstrated experience in stakeholder management, building partnerships and managing and interacting with clients and internal stakeholders of different levels
  • Proficiency with reporting and analysis tools (e.g., MS Excel, etc.) required.
  • Experience in higher education preferred
  • Experience working in a technology-driven enterprise preferred

All skills, abilities and education will be considered for minimum qualifications


 

 

NEP will not sponsor applicants for work visas.

The National University System is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. As a network of nonprofit educational institutions, the System employs more than 3,300 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows for students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, the National University System is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

The National University System offers a comprehensive benefits package, competitive salaries, and an opportunity to work in an innovative environment that supports diversity. It is our policy to provide equal employment opportunities for all applicants and employees. The System does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, family care status, veteran status, marital status, sexual orientation or any other basis protected by state of federal laws.