Digital Content and Chatbot Manager

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Salary Range

$92,000.00 - $146,750.00

Overview

The Digital Content and Chatbot Manager is the strategic owner for the Financial Resources section of Yale's website and the university's Finance Chatbot. The position's primary goal is to enhance the user experience by making financial information and guidance accurate, accessible, and intuitive. In close partnership with subject matter experts, the manager oversees the content lifecycle for the web section, ensuring it is a clear and reliable resource. This individual also leads efforts to improve the Chatbot by applying AI technologies and analyzing performance data to optimize the user journey. Reporting dually to the Director of University Policy and the Director of Continuous Improvement and Transformation, this role is central to enhancing how the community interacts with financial resources.

Required Skills and Abilities

1. Stakeholder Partnership & Influence — Demonstrated ability to build trust and align stakeholders, setting clear expectations and independently advancing activities.

2. Communicating Complex Topics & Enablement — Demonstrated ability to clearly explain complex topics to non-experts, promoting awareness, encouraging adoption, and building user confidence in new tools and resources.

3. Strategic Problem-Solving & Analytical Thinking — Demonstrated ability to use data and user feedback to diagnose root causes, prioritize opportunities, and evaluate results, exercising sound judgment to deliver strong outcomes.

4. Organization & Attention to Detail — Exceptionally organized, with the demonstrated ability to plan, track, and follow through to meet ambitious deadlines; meticulous and thorough.

5. Intellectual Curiosity & Learning Agility — Demonstrated ability to quickly learn and apply new technologies, tools, and concepts; adaptive as priorities evolve.

Principal Responsibilities

Principal Responsibilities

1. Administer Governance: Develop, maintain, and implement governance for website content to ensure a standardized and strategic approach to the Finance web presence. Ensure periodic reviews occur at an agreed-upon cadence; track ownership and last-reviewed dates.
2. Manage Stakeholders: Proactively influence content owners and cross-functional partners and drive alignment.
3. Ensure a Single Source of Truth: Maintain a single, authoritative source of information optimized for both human users and the Chatbot. Ensure alignment with various resources across the organization.
4. Manage the Content Lifecycle: Partner with various process owners to facilitate the creation, updating, and archiving of webpages and documents. Use AI and other tools for Quality Assurance (e.g., accuracy, clarity, consistency, broken links). Reinforce adoption of standards and templates.

5. Curate Chatbot Knowledge: Improve Chatbot performance through careful curation of Chatbot content and enrichment with metadata.
6. Drive Continuous Improvement through Evaluation: Own the continuous improvement cycle by establishing performance benchmarks and evaluation sets. Run A/B tests to validate enhancements and ensure a measurable impact on answer quality and user experience.
7. Optimize User Journeys: Perform regular testing and synthesize data from multiple sources (e.g., traffic and usage, user feedback, service tickets) to diagnose friction points, identify content gaps, and determine root causes.

8. Drive Data-Informed Self-Service: Translate root cause findings into tangible enhancements to self-service resources (e.g., FAQ and how-to guides) and Chatbot responses to improve user experience and improve efficiency.
9. Educate and Enable: Teach users how to efficiently find information via the website and Chatbot; upskill staff on AI fundamentals (e.g., prompting best practices, Chatbot benefits and limitations).
10. May perform other duties as assigned.

Required Education and Experience

Bachelor’s degree and six years of relevant experience, or an equivalent combination of education and experience.

Preferred Education and Experience

Master’s degree preferred. Experience with Generative AI, chatbots, or digital content management a plus.

Job Posting Date

10/15/2025

Job Category

Professional

Bargaining Unit

NON

Compensation Grade

Administration & Operations

Compensation Grade Profile

Manager; Program Leader (26)

Time Type

Full time

Duration Type

Staff

Work Model

Location

150 Munson Street, New Haven, Connecticut

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

Salary offers are determined by a candidate’s qualifications, experience, skills, and education in relation to the position requirements, along with the role’s grade profile and current internal and external market conditions.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.