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Virtual Success Advisor


Bottom Line’s 2030 ambition calls on us to expand our reach to serve 20,000 students while maintaining high-quality programming and outcomes. In order to achieve this vision, our programs need to evolve to improve outcomes, increase efficiency, and drive scale. One of the ways we will do this is by investing in an AI powered chat bot technology that will facilitate personalized, targeted, and automated communication with students via SMS. This addition to our program model will support students navigating college with a customized virtual assistant who will help them stay on track to graduate.

The chat bot will communicate with students about routine reminders, frequently asked questions, and additional resources; as well as send out nudges that support key milestones across our Access and Success Program. The vision of this technology is that it will significantly increase the amount of time advisors are able to devote to higher yield activities, reducing their administrative workload and in turn contributing to an improved advisor experience and positively impacting student satisfaction and outcomes.  In addition to helping serve our current students better, this tool will support us in reaching a population of students we have yet to be able to serve beyond college acceptance, students who are part of our Access program but are not eligible for our Success program because they are not enrolled at one of our target colleges.

This pilot position will be responsible for supporting a caseload of 300-400 former College Access Program students to support the pilot of a fully virtual, scaled-down version of Bottom Line’s Success Program model. As a member of the National Program Team, and reporting to the Director of Program Design, the Virtual Success Advisor will spearhead Bottom Line’s first ever hybrid approach to caseload management to serve students via customized content delivered through SMS and supplemented via live, virtual sessions with the advisor as needed for significant issues or that require escalation or more nuanced guidance. Success of this pilot program will propel Bottom Line to both broaden and deepen our service to first-generation college-bound students.

While the organization is headquartered in Boston, MA, this position is remote and applicants in one of our 3 regions will be preferred.

Funding for this position is guaranteed for the pilot year (end date of 6/3/22) through a partnership with AT&T. Upon completion of the year, success of the pilot will be determined by student engagement and satisfaction rates and progress towards key student milestones. Continuation of funding is a priority for the organization to ensure continued support for this cohort of students.


 Required Qualifications:

  • Bachelor’s degree and work authorization
  • Demonstrated commitment to Bottom Line’s mission, vision, and core values
  • Experience developing trusting relationships with students, and coaching them toward goals
  • Demonstrated ability to craft and customize messages that inspire action among first-generation college students
  • Demonstrated ability to effectively prioritize and respond to student questions and needs
  • Comfort with ambiguity and an entrepreneurial mindset as we work to design the road map for the pilot and future iterations of this program model
  • Demonstrated proficiency and/or growth potential in Bottom Line's seven core competencies: Relationships, Results, Communication, Inclusiveness, Talent Development, Agility, and Planning

Competencies:

All employees are expected to demonstrate continued growth within our seven core competencies.

Relationships: Identifies opportunities and takes action to build and maintain meaningful and collaborative connections with various stakeholders

Results: Produces quality outcomes; compiles and analyzes data to drive future plans; uses creative solutions

Communication: Effectively articulates information in a clear, concise, and timely manner to a wide range of stakeholders

Inclusiveness: Helps to create an environment that respects and values the identities and cultures of all colleagues and students we serve

Talent Development: Effectively assesses one’s own, and others’, strengths and areas for improvement

Agility: Demonstrates adaptability and openness to shifting priorities, needs of stakeholders, and organizational changes

Planning: Effectively and efficiently uses resources (time, materials, technology) in order to create, meet, and assess goals

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