Montgomery County Community College (MCCC) invites applications for the Digital Services Manager position.
The Digital Service Manager is responsible for ensuring that the use of AI and other digital service systems is maximized to improve student service. The position oversees all institutional AI support systems, ensuring high accuracy and relevance in AI-generated support and managing AI training.
This role involves maintaining and updating institutional knowledge, articles, and support documentation, reviewing CRM case management analytics, and developing reports to assist college leaders in understanding service trends and gaps. The manager will also work on process improvements, assess CRM communications journeys, and partner with the Assistant Director of Digital Experience to gain student feedback and confirm recommended improvements.
Essential Education, Training, Skills, and Work Experience:
- Bachelor’s degree required.
- Minimum of two years’ experience with knowledge management platforms, self-service systems, AI chatbots, or other customer enablement systems.
- Demonstrated experience working with modern processes in a higher education environment is preferred.
- Demonstrated experience developing and improving processes that improve customer service.
- Ability to develop and interpret reports.
- High technical aptitude with the ability to learn new technology easily.
- Excellent written, communication, and problem-solving skills.
- Ability to build professional relationships with leaders across functional areas of the College.
- Strong understanding of modern customer service practices.
- Must have strong organizational skills.
Apply online: For the complete job description and to apply for this position, please visit MCCC. This position will close on Jul. 20.
Learn more at Montgomery County Community College.
