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Coordinator for Strategic Communication & Student Success Chatbot

Apply now Job no: 507085
Work type: Staff
Location: Channel Islands
Categories: Unit 9 - CSUEU - Technical Support Services, Administrative, Temporary, Full Time

Division of Academic Affairs

Administrative Analyst/Specialist - Exempt I

RESPONSIBILITIES & DUTIES: 

The Chabot Coordinator for Strategic Communications and Student Success (Chatbot Coordinator) provides day-to-day oversight and implementation of Ekhobot, CSUCI’s artificial intelligence chatbot.  The Chatbot Coordinator is responsible for supporting partnership development and strategic communication planning, design, implementation, and evaluation of student success campaigns.

Facilitates the development of a strategy for the chatbot that leads to improved student success. Collaborates with multiple stakeholders to align the strategic direction of Ekhobot with advancing division and unit level goals for student success. Working with student success partners, manages interactive communication and nudge campaigns. Manages the knowledge base for the chatbot. Provides lead work direction to student assistants related to chatbot operations.

Partnership Development: Regularly convenes cross-functional and project team meetings with stakeholders to develop university-wide collaborations focused on improving student success; troubleshoots issues and takes measures to mitigate future issues; makes data-driven recommendations for project continuous improvement efforts; understands the university’s mission and vision and how the chatbot activities and goals support the mission; ensures cross-divisional support and participation; designs chatbot goals in alignment with and support of the overall mission of the university, Channel Your Success, and Project PROMESAS ; and evaluates strategic goals for the chatbot.

Knowledge Base Development: Manages and maintains knowledge base that is used to run the artificial intelligence of the bot; researches, composes, edits and manages a knowledge base of answers that are sent in response to student questions regarding multiple aspects of admissions, advising, enrollment, financial aid, student life, and basic needs; provides feedback to assess and align student-facing communications; identifies current and future communication challenges for achieving student success and proposes data-driven recommendations for continuous improvement; creates and implements communication standards for student outreach; and oversees quality control/ assurance for the chatbot and its use by maintaining a consistent “voice” of the bot—communicating with friendliness, empathy, institutional knowledge and sense of humor.

Maintenance of Ekhobot: Primary administrator of the chatbot; monitors the chatbot system questions, autonomous responses and performance; prepares and analyzes chatbot performance reports by collecting and summarizing data extracts, and summarizing data and usage by developing technical reports for chatbot outreach and campaign effectiveness; manages interactive campaigns and nudges to align with university goals and Channel Your Success and Project PROMESAS’ deliverables and objectives; provides insight and promotes awareness to campus partners regarding the student journey to ensure available information is appropriate, current and timely; manages, develops and maintains list of contacts in key campus departments and areas in order to provide timely responses to inquiries that cannot be answered autonomously by the chatbot system; develops and implements best practices for reaching students via chatbot campaigns; conducts training and workshops for campus stakeholders; coordinates with the vendor for all troubleshooting, maintenance and testing of new software releases of the chatbot platform for  functionality; practices sound judgement for sensitive escalation of issues that require a “sense of urgency” and handles accordingly; ensures confidentiality around sensitive issues; maintains professional and technical knowledge by tracking emerging trends in chatbot operations management, including attending educational workshops and meetings and reviewing professional publications; and provides technical support leadership in order to maintain and update chatbot functionality.

REQUIREMENTS OF POSITION: 

Bachelor's degree and/or equivalent training and administrative work experience required. Excellent organizational, multitasking, and prioritizing skills. Must be detail oriented. Must be dependable, punctual, and able to communicate effectively with a variety of people, including, but not limited to; students, faculty, staff, guests, and administrators. Strong interpersonal and communication skills including written and verbal, and ability to prepare reports and display analytical data to communicate and quantify project outcomes. Administrative experience and functional knowledge of standard office procedures and practices. Ability to prioritize multiple assignments and see a project through from planning to implementation. Ability to follow timelines and meet deadlines. Ability to work independently in the day-to-day coordination of work assignments and work as part of a larger team. Ability to provide lead work direction and training to staff, faculty, and/ or student employees

 

Occasional travel, flexible hours including evenings and weekends. Demonstrated ability to work with a team on collaborative projects, practice flexibility, effectively communicate to resolve problems, and manage conflict productively exercising the highest degree of collegiality. Ability to advance and complete work assignments in the absence of formal structures and develop structures as needed to formalize processes as standard operating procedures. 

Must have advanced technical knowledge with minimum proficiency in Microsoft Office Suite and other software skills (including Word, Excel, Outlook, PowerPoint, Publisher, Adobe Suite, iOS and social media).

The candidate must maintain the confidentiality of student information at all times (as per FERPA).

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU.  Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.

The person holding this position is considered a ‘mandated reporter’ under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 Revised July 21, 2017 as a condition of employment.

Hiring Salary:  $3,897 per month

Advertised: Pacific Standard Time
Applications close: Pacific Standard Time

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California State University Channel Islands is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status.

Should you require a reasonable accommodation in the application and/or interview process, please contact Human Resources Programs (805) 437-8490.

Contact Us

For assistance regarding the employment application or website, please contact:

Faculty Employment: Academic Personnel at (805) 437-8455 (8-5 M-F PST) or email.
Staff Employment: Human Resources (805) 437-8490 (8-5 M-F PST) or visit the HR Service Desk

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