Organizational OverviewThe mission of Onward We Learn is to prepare and inspire young people in Rhode Island to become the first in their families to attend and complete college. From the time they join through their early years of college, participants experience the steady, nurturing presence of caring adults and participate in programs that focus on academic enrichment, personal development, career exploration, and college preparation.Position Purpose The Student Services Escalation Manager ensures Onward We Learn’s chatbot delivers a smooth, supportive experience for students and families. This role monitors chatbot interactions across key milestones—Admissions, Financial Aid, Enrollment, and College Success—escalating unresolved issues for timely human support. Bridging technology and student services, the Escalation Manager contributes to the chatbot’s knowledge base, leads training for users, analyzes trends to enhance both the chatbot and student experience, and helps shape the future of digital student support. Ultimately, this role ensures all students receive reliable, personalized guidance throughout their college journey.  Job Responsibilities   Escalation Management Monitor and triage chatbot interactions to identify and escalate issues, serving as the primary point of contact for student support needs related to college access and success. (application process, admissions decisions, financial aid, enrollment, etc.)Collaborate with internal teams to investigate and resolve escalated issues quickly based on predefined parameters, including factors like issue severity, frustration level, and topic complexity. Maintain tracking systems for escalated cases and monitor resolution status. Resolve issues promptly to ensure a positive student experience and uphold engagement and reputation.Data Analysis & System Enhancement  Analyze escalation trends while maintaining records of user interactions and resolutions to inform chatbot training and system improvements. Collaborate with colleagues to enhance chatbot logic, language, and functionality with a goal of improving automation and reducing the need for manual escalations.Conduct user experience testing to gather insights and continuously improve the chatbot experience. Team Collaboration and Professional DevelopmentFacilitate information sessions for staff, students, and families about how to use the chatbot for college access, preparation, and success. Engage with colleagues to gather staff insights on student and staff needs. Maintain a working knowledge of topics and trends related to college admissions and the financial aid process through professional memberships and communities of practice. Stay current on best practices in chatbot technology and AI-driven student support. Participate in departmental meetings as required. Compensation details: 54000-75000 Yearly SalaryPI75b4037639f8-30070-38111079