ACIO for Customer Experience & Artificial Intelligence

Department: Information Services
Appointment Type and Duration: Regular, Ongoing
Salary: $136,400 - $181,000 per year
Compensation Band: OS-OA13-Fiscal Year 2023-2024
FTE: 1.0

Hybrid eligible

Application Review Begins

July 9, 2024; position open until filled

Special Instructions to Applicants

To ensure consideration, please include the following with your online application:
1) A current resume or CV;
2) A cover letter that demonstrates your relevant skills and experience, what is meaningful to you about the role, and any transferable skills, accomplishments, and other qualities you would bring.

Department Summary

Information Services (IS) is the central information technology organization at the University of Oregon, delivering a broad range of technology and services to the University. IS consists of four major functional areas, each led by a direct report to the VP-CIO: Customer Experience and Artificial Intelligence, which serves as the key contact point for interactions with campus clients and customers; Enterprise Solutions, which manages and supports applications, integration services, identity management and data management; Information Security, which helps protect virtual or physical information; and Technology Infrastructure, which provides engineering and support for research IT services and high-performance computing, networking, compute, storage, voice, data centers, audio-visual and classroom technologies, and UO staff supporting Link Oregon, Oregon’s state-wide research and education network.

Established in 1876, the University of Oregon offers a breadth and depth of curricula with more than 270 academic programs and provides the opportunity to work at a respected research university with a strong holistic, liberal arts foundation. The UO also has a history of political and social involvement that embraces diverse beliefs, cultures, and values, and it is committed to environmental responsibility.

The university is also proud of the Phil and Penny Knight Campus for Accelerating Scientific Impact, an initiative specifically designed to fast-track scientific discoveries and the process of turning those discoveries into innovations that improve the quality of life for people in Oregon, the nation and beyond. Information Services collaborates with Research and Innovation and our schools and colleges to support the research, teaching, and learning mission of the university.

Eugene is the home of the University of Oregon. Located in the lush Willamette Valley, Eugene is well-known for outdoor pursuits like running, cycling, rafting, and fishing, as well as arts, music, crafts, brewing, wine-making, and community-supported agriculture. With branches in Portland and on the Oregon coast, the UO is deeply connected to Oregon's natural and cultural treasures.

Position Summary

Reporting to the Vice President and Chief Information Officer, the Associate Chief Information Officer (ACIO) for Customer Experience (CX) and Artificial Intelligence (AI) will play a pivotal role in shaping the future of our IT organization, driving transformative initiatives, and ensuring alignment with broader university objectives. The ACIO for CX and AI provides leadership and direction to teams responsible for User Support Services, IT Service Management, the IT Project and Program Management Office, and IT Communications and Marketing, and serves as the central point of leadership in Information Services for Artificial Intelligence at the University of Oregon.

The ACIO for CX and AI will collaborate closely with senior leaders, and champion initiatives to enhance operational effectiveness, service delivery excellence, strategic communications efforts, and cultivate customer relationships and engagement. They will play a key role in fostering collaboration and optimizing performance across Information Services for a seamless, consistent, and high-quality delivery of customer service; streamlining project and program management processes for IT governance; developing IT communications and marketing campaigns; and enhancing IS’ reputation for excellence in customer experience.

The ACIO for CX and AI will also serve as the central point of leadership in Information Services for Artificial Intelligence at the University of Oregon. The ACIO for CX and AI will work in partnership with the university’s executive/senior leaders (SVPs, VPs, Provost, VPRI, Deans) and Information Services’ executive leadership team to develop and execute a comprehensive AI strategy and roadmap in alignment with the university’s strategic plan to meet academic, research and administrative priorities. Essential to the role is collaborating with cross-functional teams across the university to identify AI opportunities, promote data-driven decision-making, and drive innovation.

Essential Personnel
This position may provide essential services during times of emergencies and inclement weather. This position may be required to fulfill essential services and functions during these times.

Minimum Requirements

• Master’s degree and 8+ years of relevant experience, or a bachelor's degree and 10 years of relevant experience, or an equivalent combination of related education and experience.
• 8+ years in progressive leadership roles overseeing IT operations, support services, service delivery, and project management functions, including strong understanding of IT service management frameworks (e.g., ITIL), project management methodologies (e.g., PMBOK, Agile), and governance practices.
• Demonstrated experience driving organizational transformation, developing strategies and roadmaps, process optimization, and innovation within medium- or large-scale IT environments.
• Demonstrated track record of advancing equity, inclusivity, and diversity in and through the staff and activities of an information-technology organization.

Professional Competencies

• Ability to work effectively with faculty, staff, researchers, and students from a variety of diverse backgrounds.
• Demonstrated problem-solving skills.
• Ability to work independently as well as in a team-oriented, collaborative environment.
• Ability to deal efficiently and effectively with a wide range of vendors.
• Ability to lead in rapidly changing technology, policy, and legal domains.
• Ability to operate and communicate effectively while meeting deadlines and completing projects, focusing attention on strategic goals, tactical implementations, and operational excellence.
• Ability to establish and sustain the confidence of senior leadership, colleagues, and customers.
• Knowledge of management and administration principles and practices for managing direct reports, short- and long-term budget planning, human relations, and team-building skills.
• Excellent communication, interpersonal, and leadership skills, with the ability to influence and collaborate across all levels of the organization.
• Strategic thinker with a forward-looking mindset, analytical acumen, and a results-driven approach to problem-solving.

Preferred Qualifications

• Advanced degree from an accredited college or university.
• 6+ years of technology/process improvement experience.
• Experience with, or certifications in, change management, lean / six sigma.
• Knowledge or experience focusing on data quality and improvement, data literacy, data management, and data governance.
• An understanding of bias and fairness considerations in AI algorithms and models.

FLSA Exempt: Yes

All offers of employment are contingent upon successful completion of a background inquiry.

The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans and paid time off. For more information about benefits, visit http://hr.uoregon.edu/careers/about-benefits.

The University of Oregon is an equal opportunity, affirmative action institution committed to cultural diversity and compliance with the ADA. The University encourages all qualified individuals to apply, and does not discriminate on the basis of any protected status, including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process, please contact us at uocareers@uoregon.edu or 541-346-5112.

UO prohibits discrimination on the basis of race, color, sex, national or ethnic origin, age, religion, marital status, disability, veteran status, sexual orientation, gender identity, and gender expression in all programs, activities and employment practices as required by Title IX, other applicable laws, and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Title IX Coordinator, Office of Civil Rights Compliance, or to the Office for Civil Rights. Contact information, related policies, and complaint procedures are listed on the statement of non-discrimination.

In compliance with federal law, the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is available online at https://clery.uoregon.edu/annual-campus-security-and-fire-safety-report.