Student Success Coach

Student Success Coach

SUMMARY

The Student Success Coach (SSC) enhances student retention by providing personalized support throughout the learner's educational journey. The SSC identifies and addresses barriers to persistence-particularly within online learning environments-while monitoring retention metrics and engaging students through proactive outreach. This position requires a high degree of technical proficiency and demonstrated competency in online student-management and learning platforms. The SSC must be able to work creatively and independently while effectively assimilating and applying policies and procedures. Clear, effective, and professional communication in both oral and written form is essential, along with the ability to maintain confidentiality in all interactions.

RESPONSIBILITIES & DUTIES

1. Student Engagement & Support

• Ensure compliance with FERPA regulations by verifying student over the phone.
• Conduct online Welcome calls with assigned individual students centers on goals/objectives.
• Partner with Admissions to prepare students for their first day and promote readiness.
• Conduct Student Success Plan calls during the assigned student's first course. This call is a touch point call to answer their questions, see if they are overcoming obstacles, and encouraging them to stay focused on their goals and objectives.
• Make proactive goodwill contacts during Week 1, Week 3, and end-of-tier milestones to encourage engagement and verify contact details for book shipments.
• Support high-risk retention students through individualized outreach.
• Maintain regular contact via phone, email, or social media for students missing two or more days of class.

2. Compliance & Verification

• Verify student identity via phone in accordance with FERPA regulations.
• Ensure first contact resolution on every call.
• Follow procedures for 'temporary out' status and coordinate with instructors and staff to facilitate communication.

3. Communication & Collaboration

• Coordinate with the Online Director of Academics, Director, Online Division and instructors regarding attendance concerns and required notifications (e.g., attendance warnings, termination letters).
• Liaise between students and staff to resolve issues and direct inquiries.
• Maintain and update the Online Facebook page with relevant student success content.
• Collaborate with faculty and support staff to implement interventions that meet academic needs

4. Reporting & Documentation

• Compile and submit reports under Senior Student Success Coach's direction, including LDA, Extra Credit, Do Not Ship Book Requests, Temporary Out, Start Day Reports, and SSC updates.

5. Other duties as assigned.

JOB SPECIFICATIONS

COMPETENCIES

1. Professional Communication.

2. Detail-Oriented and Organized.

3. Critical Thinking and Problem Solving.

4. Ethical Conduct.

5. Confidentiality and Discretion.

6. Independent and Collaborative Work.

7. Emotional Intelligence.

SUPERVISORY RESPONSIBILITY

This position does not have any direct supervisory responsibilities but collaborates with the Student Success Coach team to support student success.

WORK ENVIRONMENT and PHYSICAL REQUIREMENTS

It is expected that this position will operate within a structured remote office setting. The role also involves regular engagement with team members and/or students. Standard office equipment is used routinely, including-but not limited to-computers, real-time communication systems, phones, and printers.

The employee must be able to:

• Remain in a stationery or mobile position for extended periods to perform job duties.
• Occasionally move, position, or adjust items such as files, office supplies, or equipment.
• Maintain sufficient visual acuity to read, review, and prepare documents.

Reasonable accommodation requests will be considered in accordance with ADA guidelines.

TRAVEL

This position may require occasional travel to campus locations, or off-site work-related locations or campus events.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time, hourly position (40 hours a week). This is a remote position. Work hours align with student availability and will (may) include evenings and/or weekend hours. Standard business hours are Monday, Tuesday, Wednesday and Thursdays, 8:00 a.m. to 5 p.m. and Friday 8:00 a.m. to 3:00 p.m. Occasional evening and weekend work may be required as job duties demand.

REQUIREMENTS: EDUCATION, LICENSING, PRIOR WORK EXPERIENCE & OTHER

• Education: Associate degree or higher preferred.
• At least 2 years of appropriate work experience in customer service or related work that required student/client-facing interaction preferred.
• No licensure is required.

SUPERVISORY CONTROL

Direct Report: Senior Success Coach

Oversite: Online Director of Academic Affairs

May receive collaborative direction from Administrative or campus management to support institutional goals