Sponsor Funded Professional - Digital Communications Specialist

Sponsor-Funded Position, Digital Communications Specialist, Chatbot Team

National Institute for Student Success

The Division of Student Success is seeking a Digital Communications Specialist to join Georgia State University’s Chatbot Team. This role supports "Pounce," the university’s AI-enhanced chatbot, and leverages its persona to engage with current students, facilitating positive and effective interactions. The Digital Communications Specialist ensures students receive prompt, accurate communications regarding Georgia State University and enrollment services.



WHAT MAKES Georgia State University A GREAT PLACE?

• A flexible work environment
• Generous benefits, including health, dental, vision, tuition assistance, retirement, etc.
• A knowledge-sharing organization that works collaboratively with a variety of partners.
• Professional development opportunity and mentorship
• A rapidly growing center within an academic setting

HERE IS WHAT YOU WILL DO

Key Responsibilities:

• Chatbot Management: Serve on the chatbot team to collaboratively implement university communications through an AI-enhanced texting platform and provide administrative oversight for Pounce.
• Strategic Communication: Generate content for a comprehensive communication schedule of targeted text campaigns, nudges, and surveys that point students toward action steps and resources. Craft coherent language that is consistent with the persona of Pounce.
• University Knowledge: Maintain an understanding of Georgia State University and its programs and resources so students receive appropriate information.
• Brand Representation: Represent Georgia State University and Pounce’s persona in all chatbot communications, creating brand affinity and guiding students to appropriate resources.
• Student Interaction: Monitor student interactions with Pounce and review for accuracy, relevance, and user satisfaction and intervening as necessary.
• Knowledge Base Maintenance: Update and expand the chatbot’s knowledge base ensuring it is accurate, comprehensive and up to date.
• Campus Collaboration: Collaborate with administrative offices to build student-focused communications in alignment with Division of Student Success initiatives.
• Teamwork: Collaborate with chatbot team and work with a team of graduate students to respond to inquiries and continually update chatbot content.
• Chatbot Optimization: Implement campus chatbot communications in ways that refine chatbot functionality and optimize and advance the platform. Collaborate to develop new use cases to improve engagement and performance, sharing chatbot advancements with partners when appropriate.

Examples of Duties:

• Deploy university communications using the AI-enhanced texting platform.
• Collaborate with administrative offices and departments to craft student-focused messaging.
• Develop targeted messaging for campaigns that nudge students toward resources and improves engagement.
• Generate content for interactive campaigns, surveys, and proactive communications.
• Use metrics to monitor user interactions, analyze campaign performance, and suggest improvements.
• Serve as a subject matter expert on best practices in chatbot implementation and operations.

Qualifications:

• Experience in digital communications, AI chatbot management, or related field.
• Strong writing and editing skills with the ability to craft clear and engaging content.
• Familiarity with higher education and student success initiatives.
• Excellent organizational and project management skills.
• Ability to work collaboratively with diverse stakeholders.
• Knowledge of SMS texting platforms and AI-enhanced communication tools is a plus.

Qualifications :

Minimum Hiring Qualifications:

Bachelor's degree in related field and three years of related experience; or a combination of education and related experience. Experience with HTML, CSS, image editing software, and CMS preferred.

Preferred Hiring Qualifications:

A highly qualified candidate should possess:

· Marketing and communications experience

· Strong written and oral communication skills

· Strict attention to detail with the ability to coordinate multiple initiatives concurrently

· Experience in client engagement with a strong focus on customer service

· Effective time management and organizational skills

· Knowledge of AI-enhanced communications platforms, specifically two-way texting and SMS messaging