Job Description

Preference will be given to qualified employees, as defined in the Full-Time Support Staff Collective Agreement. Should a suitable candidate not be found, external candidates will be considered.

Reporting to the Director, Digital Student Experience, the incumbent establishes, implements, and maintains SEEM\'s roadmap and strategy for Sheridan\'s omnichannel customer care platform, including the chatbot, email ticketing, internal workflow/task management, and live agent user experience a number of unique audience types (prospects, applicants, current students, alumni, employees and other stakeholders). The incumbent is a leading resource for the development and effective adoption of customer care technologies, frameworks, and processes in support of Sheridan\'s institutional Homeroom initiative and the enablement of Service Excellence across the Student Experience and Enrolment Management Division. They are responsible for the continual improvement of the omnichannel customer care platform, helping stakeholders leverage the technology to its fullest capabilities. As the Site Administrator, the incumbent oversees the work of 30+ content owners across the College, providing technical training, mentorship and coaching while acting as first point-of-contact for technical troubleshooting, helping stakeholders set work priorities and identify objectives that align with organizational goals. The incumbent also provides content management expertise, content strategy leadership, and guidance to a broad range of stakeholders and ensures that Omnichannel pages accurately reflect Sheridan\'s priorities, including those to support Sheridan 2024, Strategic Initiatives Framework (SIF), Employee Engagement and Student Experience and Enrollment Management (SEEM) objectives. The incumbent leads the development of all omnichannel project collaborations, including identifying content strategy project goals and communicating on deliverables and deadlines.

What You\'ll Be Doing

• Consulting with Senior Leaders from across the College to establish optimized omnichannel customer care strategy, reviewing internal communication initiatives, service-level agreement analytics, analyzing platform architecture and creating content migration mappings;
• Working in partnership with leaders to architect and develop the omnichannel service excellence strategy;
• Curating the knowledge base experience and providing editorial oversight to ensure the platform supports high-volume service-related questions from our student audiences;
• Supporting the AI-logic in Sheridan\'s chatbot and enables front-line employees to answer questions in a more timely manner due to its integration with the omnichannel customer care solution;
• Overseeing provision of timely, complete and accurate omnichannel communications to inform and educate Sheridan\'s four primary student audiences (Prospects, Applicants, Current Students and Alumni) including curating the knowledge base and canned messages for high-volume inquiries;
• Writing, editing, reviewing and approving communications within the omnichannel platform;
• Leading regular needs analysis sessions, evaluating usability, recommending/implementing improvements;
• Developing and providing recommendations on service excellence strategy;
• Overseeing navigation and process flows for routing and escalation logic to relevant service teams;
• Conducting security assessments, monitoring omnichannel integrations, booking, and queuing platforms, for security/privacy risks and technical bugs, flagging/resolving issues with appropriate business groups;
• Conducting omnichannel platform testing and assessing feature upgrades and platform changes;
• Developing and tracking metrics and KPIs around the adoption of service excellence technologies;
• Leading omnichannel platform onboarding for a broad range of stakeholders across College service areas;
• Implementing digital content projects to drive student engagement and optimize self-service;
• Planning, briefing and overseeing projects with all internal service providers and/or third-party vendors for editorial direction, platform development and digital campaigns;
• Leading and mentoring team of content owners (COs) across the College
• Developing synchronous and asynchronous learning modules, critical training documents, user manuals and instructional videos to support 30+ content owners across the College;
• Leading triaging support for internal teams for email ticketing, chatbot, live agent support, canned messages, and the knowledge base through regular support with stakeholders;
• Tracking progress on activity indicators that measure the quantifiable outputs of our efforts, leveraging data from Comm100, Google Analytics and SiteImprove;
• Performing other related duties, as assigned.

About You

You have the skills and knowledge to work with an increasingly diverse student and staff population as well as a proven commitment to anti-oppression, equity, and inclusion.

You have exceptional interpersonal skills and integrity to built, nurture and maintain effective, positive relationships and professional partnerships and can gain credibility with stakeholders.

You have a keen ability to exercise discretion and diplomacy with highly confidential information while executing decisions to engage employees and students.

You have experience researching and analyzing complex information, fact-checking and interviewing while managing multi-dimensional projects.

You possess exceptional project management and communication skills, including people leadership skills to oversee and guide the work of others.

The successful candidate will also meet the following qualifications:

• 4-year degree in Communications, English (with emphasis on Writing), Journalism, Marketing Management, or a related field
• 5 years focused experience managing omnichannel customer care platforms or internal communications, with an emphasis on product management and communications (equivalencies will be considered)
• Experience translating technical language into business language as needed to bridge the gap between business and technical professionals
• Experience in architecting, developing, and operating mission-critical IT/Communications infrastructure and services
• High degree of technical competency and proficiency using a CMS, MS Word, Excel, PowerPoint, email, databases
• Training obtained through conferences, seminars, experience, professional development, in-class or online learning, in a combination of some of the following:

• Technical Writing Fundamentals
• CMS Training
• Internal Communications Best Practices and Principles
• Business Analysis Body of Knowledge (BABOK)
• Change Management principles and techniques (e.g. ADKAR)
• User Experience Design, Design Thinking, Inclusive Design
• Project Management Body of Knowledge (PMBOK)
• Accreditation by CPRS or IABC will be considered an asset

Who We Are

Every member of the Sheridan community is passionate about the transformational role we play in people\'s lives. Our strategic plan, Sheridan 2024: Galvanizing Education for a Complex World ( ), charts a path towards a new ground-breaking model of higher education that reshapes post-secondary education and better prepares students for the future. We are committed to demonstrably advancing equity, diversity and inclusivity. Diversity is our strength and fuels our commitment to excellence. Across our campuses, we\'re making meaningful strides towards developing an equitable and inclusive community.

• For more information, visit:

Other Details

Department: Office the Vice President, Student Experience and Enrolment Management
Primary Work/Campus Location: Trafalgar (may be assigned activities at any Sheridan campus)
Work Categorization: Hybrid | Combination of on-site (at least 3 days/week) and remote work
Reference #: J0123-1694
Employee Group: Support Staff - Initiatives/Opportunities
Payband: K
Hourly Range: $44.52 - $51.62
Hours: 37.5
Hours/Week: 8:30 am - 5:00 pm
Application Details: This is a temporary 1-year contract position
Application Deadline: September 19, 2023

Sheridan is deeply committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Mississaugas of the Credit First Nations, Anishinaabe Nation, Huron-Wendat and the Haudenosaunee Confederacy. Sheridan is situated on these lands, and it is our collective responsibility to honour and respect those who have gone before us, those who are here, and those who have yet to come. We are grateful for the opportunity to be working on this land.

Sheridan values the diverse and intersectional identities of its students, faculty, and staff. Sheridan regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. Sheridan seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from qualified candidates who have been historically disadvantaged and marginalized, including those who identify as First Nations, M\xc3\xa9tis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.

Sheridan is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact .

You may be asked to provide copies of your educational credentials at the time of interview. Upon hire, we require official confirmation of educational credentials and Canadian equivalency assessments, if applicable.

Sheridan College