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NEOGOV · 1 day ago

Coordinator, Success Operations Analyst (Internal only)

Taylorsville Campus, UT

Full-time

Onsite

Entry, Mid Level

$51K/yr - $55K/yr

1+ years exp

Salt Lake Community College is Utah’s largest open-access college, and they are seeking a Success Operations Analyst. The Analyst is responsible for operational quality, analytics, budget tracking, chatbot management, and process improvement across the Contact Center and Online Success Coaching teams.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

Responsibilities

Collect, validate, and analyze operational, QA, and coaching data; create dashboards and reports to inform leadership decisions

Define and monitor QA standards across service channels; analyze trends and provide coaching to improve quality

Support operations and coaching by handling escalations, ensuring SOP compliance, and conducting proactive student outreach

Manage Mainstay chatbot content, escalation logic, and performance to enhance engagement and efficiency

Identify workflow inefficiencies, recommend process improvements, and maintain SOPs and best practices

Oversee budget tracking and provide cost optimization recommendations

Participate in committees, professional development, and departmental meetings and trainings

Qualification

Data analysisChatbot managementBudget trackingData visualizationProcess improvementProfessional communicationOrganizational skillsProblem-solvingInterpersonal skills

Required

Bachelor's degree in related field

One (1) to four (4) years of experience in operational support, data analysis, or student services

Applicants must be authorized to work in the United States

All employees are expected to maintain a permanent residence within the State of Utah as a condition of employment. New employees must provide a valid Utah residential address within 30 days of their start date

Advanced data analysis and visualization (Excel, Power BI, Tableau, etc.)

Experience with chatbot platforms (e.g., Mainstay), including content strategy and performance optimization

Familiarity with student success coaching models and outcomes tracking

Ability to define quality standards and monitor performance across multiple service channels

Independently synthesize operational, QA, coaching, and budget data into actionable insights

Strong organizational, problem-solving, and process improvement skills

Proficiency with CRM systems, dashboards, SOP documentation, and budget tracking

Ability to maintain confidentiality and work with others

Professional communication and interpersonal skills

Ability to communicate effectively with a broad range of people with a variety of abilities and backgrounds, to maintain good working relationships across the College

Ability to work with all groups from a variety of academic, socioeconomic, cultural, and ethnic backgrounds, and with community college students, faculty, and staff, including those with disabilities