Assistant Vice Chancellor for Educational Technologies and Customer Experience & Engagement

Primary Purpose of Organizational Unit

ITS Educational Technologies (EdTech) provides instructional technology applications and integration to support the University’s academic mission. The division includes: Classroom Support & Learning Space Design, Educational Technologies Systems & Services, and Liaison to the Center for Faculty Excellence.

Position Summary

This position may be eligible for a hybrid work arrangement that may include a partially remote work location, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station.

The Assistant Vice Chancellor for Educational Technologies and Customer Experience & Engagement (AVC, EdTech & CXE) provides visionary, data-informed leadership for the University’s digital learning ecosystem, technology-enabled teaching and learning, and the end-to-end customer experience of students, faculty, staff, and academic partners. The AVC leads two strategically integrated portfolios:

1. Educational Technologies learning management system (LMS) strategy and operations; classroom & learning space technology; digital learning tools; media services & lecture capture; assessment and academic integrity technologies; learning analytics; and instructional design partnerships.
2. Customer Experience & Engagement enterprise service desk and field services; service management, knowledge management, and self-service; user experience (UX) and accessibility; technology communications; training & digital adoption/change management; customer listening and CRM; and service analytics.

The AVC is a trusted strategic partner to the Provost’s Office, Vice Provosts, Deans, University Libraries, Teaching & Learning Centers, Student Affairs, Enrollment, Communications, and central IT leaders translating academic priorities into scalable, secure, and accessible solutions that measurably improve teaching, learning, and campus experience.

Minimum Education and Experience Requirements

Relevant post-baccalaureate degree: relevant undergraduate degree with 5 -7 years of related professional experience may be substituted for the advanced degree.

Required Qualifications, Competencies, and Experience

• Undergraduate degree in related field. Amount and type of experience may be a viable substitute for specific degree field listed.
• Minimum of 7 years progressively responsible leadership in higher education IT, academic technology, or enterprise service management; minimum 5 years managing managers and multi-disciplinary teams.
• Demonstrated success overseeing LMS ecosystems, classroom technology operations, and/or instructional technology portfolios at scale.
• Proven leadership of service management, service desk operations, customer experience programs, and organizational change management.
• Strong track record collaborating with academic leadership (Provost, Deans, Faculty Governance), and cross-functional partners (Teaching & Learning, Student Success, Libraries).
• Experience with accessibility standards (e.g., WCAG/Section 508), privacy/security frameworks (FERPA, data classification), and vendor governance.
• Excellent communication, negotiation, and relationship-building skills across technical and non-technical communities.

Preferred Qualifications, Competencies, and Experience

• Advanced degree in a related field preferred.
• Experience with AI-enhanced learning tools, learning analytics ethics, and responsible AI governance in academic contexts.
• Expertise with service analytics, CRM for engagement, and digital adoption strategies at enterprise scale.
• Experience in capital planning for learning spaces, AV standards, and lifecycle refresh programs.