AI Enrollment Operations Specialist

Job Opportunity 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 university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

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. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Professional 308 Pay Range: $73,000.00 - $109,400.00

Job Description

Responsibilities:

• Develop and refine conversation flows using NLP tools (e.g., Hugging Face Transformers) to address student inquiries (e.g., program eligibility, transcript submission, financial aid deadlines, etc.)
• Create scripts tailored to WGU's personas (e.g., Maria, James, Aisha) for multilingual and accessible interactions.
• Serve as a liaison between Enrollment Operations and product/engineering teams to translate business requirements (e.g., enrollment processes, compliance needs) 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 (e.g., for Enrollment and Student Portal integration), and ensure alignment with WGU's enrollment workflows.
• Coordinate with engineering to achieve scalability (e.g., 10,000+ concurrent users, <1s response time) and reliability (99.9% uptime).
• Monitor AI performance
• Conduct regular testing to validate responses against WGU's program data (e.g., GPA requirements, enrollment deadlines, etc.).
• 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 (e.g., 4-6 weeks for prototype, 6-8 weeks for AI training) under the direction of Enrollment Operations Management.
• Prioritize high-priority features (e.g., eligibility checks, transcript guidance) in collaboration with product and engineering teams.
• Document progress and report to business unit leadership on scalability, performance metrics, and enrollment impact.
• Performs other job-related duties as assigned.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may...

Western Governors University is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.