Position Description We are seeking a warm and student-centered Online Student Success Coordinator. The Student Success Coordinator builds relationships with online students, monitors academic progress, and provides just-in-time and persistent outreach to help connect students to the resources and strategies that set them up for success. Under the supervision of the Assistant Director of Online Student Success, they will help monitor key performance indicators in student services, continuing student events, retention, and alumni job placement and engage in a continuous improvement cycle to provide an excellent experience for a diverse student population from admission through alumni status. Essential Functions Provides responsive and student-centered communication with assigned student caseload during working hours through chat, email, phone, and video conferencing (8 am-4:30 pm PST 4 days a week and one flex evening a week) Monitors new student online orientation to ensure student engagement and responsiveness to any student questions regarding the onboarding process. Conducts Academic Success video conferencing or phone meetings with new students to build an academic plan of study. Monitors continuing students’ adherence to academic plans of study and follow-ups when students have deviated. Help new students navigate the onboarding process from admission through matriculation. Provides quarterly outreach to all unregistered students. Conducts weekly check-in on student learning management activity (LMS), intervening quickly to connect with students who are disengaged or struggling in class and escalate complex situations to the Assistant Director of Online Student Success. Connects students to student services and academic support when needed.

Guides students through policy/paperwork steps when needed and monitor completion of paperwork with university stakeholders (example: hardship withdrawal, student leaves of absence, financial hardship applications, graduate application). Work with the Assistant Director of Online Student Success and program director to develop online student-related, community building events and activities (Ex. alumni or employer meet-and-greets; program-related lectures, etc.). Responsible for setting up and running online community-building events and monitoring event KPIs. Works with program directors and Career Services to connect students to career placement resources and research in relevant fields. Follows communication and data governance protocols when communicating with students, faculty, university administrators, and other university stakeholders. Other duties as assigned.

Qualifications

Bachelor’s degree and two years of experience in higher education advising or related area or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job A commitment to outstanding customer service and lifelong education. Ability to work collaboratively and with multiple stakeholders across campus. Demonstrated skill in supporting diverse student populations and commitment to intercultural communication. Ability to flex with changing technologies, processes, and procedures. Excellent active listening skills, conflict management and problem resolution, oral and written communication Ability to manage time and hit deadlines. Comfort and experience with learning and using multiple technology applications, including but not limited to chat features, texting, learning management systems, CRMs, student information systems, and event management systems. Facility with MS Office 365 suite, including Excel. Preferred Qualifications Master’s degree in student development, Higher Ed Administration, Counseling, or related field. Experience advising online students. Experience with Slate (CRM) and PowerBI (data reporting), Canvas (LMS), and Colleague (SIS).