Western Governors University
AI Enrollment Operations Specialist
Western Governors University, Phoenix, Arizona, United States, 85003
AI Enrollment Operations Specialist
Join to apply for the AI Enrollment Operations Specialist role at Western Governors University. If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals.
The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. A reasonable estimate of the current range is:
Grade: Professional 308
Pay Range: $73,000.00 - $109,400.00
Responsibilities
Develop and refine conversation flows using NLP tools such as Hugging Face Transformers to address student inquiries (e.g., program eligibility, transcript submission, financial aid deadlines).
Create scripts tailored to WGU’s personas for multilingual and accessible interactions.
Serve as a liaison between Enrollment Operations and product/engineering teams to translate business requirements into technical specifications for the AI’s tech stack (React/Tailwind CSS, Python/FastAPI, PostgreSQL, AWS).
Participate in Agile sprints, provide feedback on API development, and ensure alignment with WGU’s enrollment workflows.
Coordinate with engineering to achieve scalability and reliability targets.
Monitor AI performance.
Conduct regular testing to validate responses against WGU’s program data.
Update AI models with new program details or policies, ensuring compliance with FERPA and NWCCU standards.
Work with Enrollment Counselors to ensure seamless handoffs for complex cases.
Collaborate with WGU’s EdTech team to maintain system integrations and compliance.
Engage with prospective students during user testing to refine usability for diverse personas.
Drive the AI Enrollment Advisor project, managing timelines for prototype and AI training.
Prioritize high-priority features in collaboration with product and engineering teams.
Document progress and report to business unit leadership on scalability, performance metrics, and enrollment impact.
Perform other job-related duties as assigned.
Qualifications Knowledge, Skills, and Abilities
Proficiency in Python, React, or similar for reviewing code and collaborating on UI/UX.
Strong understanding of NLP and recommendation algorithms for conversation flow design.
Project management skills to drive cross-functional deliverables and align with business unit goals.
Excellent communication to bridge enrollment needs with technical teams.
Knowledge of FERPA, GDPR, and NWCCU standards for compliance.
Align AI features with WGU’s enrollment goals under business unit leadership.
Ensure 99.9% uptime and accurate AI responses for 185,000+ students.
Bridge Enrollment Management Operations, product, and engineering teams to deliver a seamless AI solution.
Address technical constraints and student pain points.
Education Bachelor’s degree in Instructional Design, Computer Science, Data Science, Education Technology, or related field.
Experience
3+ years in education technology, or AI-driven customer support, preferably within higher education.
Experience with chatbot development or NLP platforms such as Hugging Face Transformers, Dialogflow.
Proven ability to collaborate with product and engineering teams on API-driven projects to translate business needs into technical solutions.
Familiarity with higher education processes such as admissions, financial aid, transfer credits, FERPA compliance.
Experience In Lieu Of Education Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is at the discretion of the hiring manager.
Preferred Qualifications
Experience in Enrollment/Admissions.
Experience with WGU’s competency-based model or similar online education platforms.
Spanish Language to support bilingual flows.
Familiarity with AWS for scalability and cloud-based hosting.
Prior experience communicating & reporting to a business unit while partnering with engineering teams.
Prior experience working in autonomous capacities with proven success.
Graduate education in a relevant field.
Working Conditions
This is a Full-Time role co-located in either the Salt Lake City or Phoenix office, Monday through Friday during regular business hours.
Position & Application Details Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position eligible for bonuses, health benefits, a range of insurances, a retirement savings plan, wellbeing program, tuition reimbursement, and flexible paid time off. How to Apply: if interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.
Additional Information Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.
Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
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The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. A reasonable estimate of the current range is:
Grade: Professional 308
Pay Range: $73,000.00 - $109,400.00
Responsibilities
Develop and refine conversation flows using NLP tools such as Hugging Face Transformers to address student inquiries (e.g., program eligibility, transcript submission, financial aid deadlines).
Create scripts tailored to WGU’s personas for multilingual and accessible interactions.
Serve as a liaison between Enrollment Operations and product/engineering teams to translate business requirements into technical specifications for the AI’s tech stack (React/Tailwind CSS, Python/FastAPI, PostgreSQL, AWS).
Participate in Agile sprints, provide feedback on API development, and ensure alignment with WGU’s enrollment workflows.
Coordinate with engineering to achieve scalability and reliability targets.
Monitor AI performance.
Conduct regular testing to validate responses against WGU’s program data.
Update AI models with new program details or policies, ensuring compliance with FERPA and NWCCU standards.
Work with Enrollment Counselors to ensure seamless handoffs for complex cases.
Collaborate with WGU’s EdTech team to maintain system integrations and compliance.
Engage with prospective students during user testing to refine usability for diverse personas.
Drive the AI Enrollment Advisor project, managing timelines for prototype and AI training.
Prioritize high-priority features in collaboration with product and engineering teams.
Document progress and report to business unit leadership on scalability, performance metrics, and enrollment impact.
Perform other job-related duties as assigned.
Qualifications Knowledge, Skills, and Abilities
Proficiency in Python, React, or similar for reviewing code and collaborating on UI/UX.
Strong understanding of NLP and recommendation algorithms for conversation flow design.
Project management skills to drive cross-functional deliverables and align with business unit goals.
Excellent communication to bridge enrollment needs with technical teams.
Knowledge of FERPA, GDPR, and NWCCU standards for compliance.
Align AI features with WGU’s enrollment goals under business unit leadership.
Ensure 99.9% uptime and accurate AI responses for 185,000+ students.
Bridge Enrollment Management Operations, product, and engineering teams to deliver a seamless AI solution.
Address technical constraints and student pain points.
Education Bachelor’s degree in Instructional Design, Computer Science, Data Science, Education Technology, or related field.
Experience
3+ years in education technology, or AI-driven customer support, preferably within higher education.
Experience with chatbot development or NLP platforms such as Hugging Face Transformers, Dialogflow.
Proven ability to collaborate with product and engineering teams on API-driven projects to translate business needs into technical solutions.
Familiarity with higher education processes such as admissions, financial aid, transfer credits, FERPA compliance.
Experience In Lieu Of Education Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is at the discretion of the hiring manager.
Preferred Qualifications
Experience in Enrollment/Admissions.
Experience with WGU’s competency-based model or similar online education platforms.
Spanish Language to support bilingual flows.
Familiarity with AWS for scalability and cloud-based hosting.
Prior experience communicating & reporting to a business unit while partnering with engineering teams.
Prior experience working in autonomous capacities with proven success.
Graduate education in a relevant field.
Working Conditions
This is a Full-Time role co-located in either the Salt Lake City or Phoenix office, Monday through Friday during regular business hours.
Position & Application Details Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position eligible for bonuses, health benefits, a range of insurances, a retirement savings plan, wellbeing program, tuition reimbursement, and flexible paid time off. How to Apply: if interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.
Additional Information Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.
Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
#J-18808-Ljbffr