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Success Coach Lead

Arizona State University
Scottsdale, Arizona
April 7, 2022
Job Type
Experience Level
Organization Type University  
Pay Range
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Job Description

EdPlus of ASU is seeking a dynamic Success Coach Lead to join our high-performing team in transforming student support. The Success Coach Lead leads team of Success Coaches (ASU Staff) who engage with students to ensure they realize their academic potential and achieve their academic goals. Serves as a key contributor in the implementation of wide-ranging initiatives to increase student retention and graduation rates. Creates and directs administrative processes, procedures, and practices to ensure proactive, consistent communication with students and colleagues. Partners and collaborates with university staff in academic units, academic advising, colleges, enrollment services units and others.

EdPlus is a unit of the ASU Enterprise focused on the design and scalable delivery of digital teaching and learning models to increase student success and reduce barriers to achievement in higher education. We advance the economic, social, cultural and overall health of the local, national and international communities served by ASU.

EdPlus at ASU

ASU offers a total compensation package that includes valuable employee benefits. Click here to explore options.

Working Environment

EdPlus at ASU is located at SkySong, the ASU Scottsdale Innovation Center. The center houses a diverse business community that links technology, research, education and entrepreneurship to position ASU and Greater Phoenix as global leaders in the knowledge economy.

Activities are primarily performed in a regular, climate-controlled office setting subject to extended periods of sitting or standing. Daily use of desktop or laptop computer is required. Ability to clearly communicate verbally in English, read, write, see, and hear to perform essential duties. Regular review of completed tasks.

EdPlus at ASU supports flexible work options, ranging from alternate work schedules to hybrid remote work schedules, subject to approvals per ASU policy.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Minimum Qualifications

Bachelor’s degree in closely related field AND three (3) years previous experience in one or more of the following areas: Advising, Recruitment, Retention, Enrollment, or related academic area, including two (2) years supervisory experience, OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Department Statement

EdPlus defines itself through a culture of curiosity, risk-taking and refusing to accept the status quo. As a central enterprise unit for ASU focused on the design and scalable delivery of digital teaching and learning models to increase student success and reduce barriers to achievement in higher education, our commitments support the university charter. ASU is a national service university and aspires to accelerate positive social outcomes through the seamless integration of cutting-edge technological innovation and scalability.

Applicant must be eligible to work in the United States; EdPlus at ASU will not be a sponsor for this position.

EdPlus at ASU

Desired Qualifications

  • Evidence of a Bachelor’s degree or higher in a related field.
  • Supervisory/leadership experience in a customer service/support environment.
  • Experience in career counseling, academic advising, teaching or related types of coaching and counseling.
  • Experience with online programs and students in a higher education environment.
  • Evidence of effective verbal and written communication.
  • Experience in using presentation skills.
  • Ability to develop, facilitate and maintain strong, collaborative relationships with diverse populations.
  • Experience using Salesforce applications.
  • Ability to perform effectively in a fast-paced environment subject to quickly changing priorities.
  • Experience in using problem-solving skills and attention to detail.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation’s fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Essential Duties

  • Cultivates an environment that empowers staff to be proactive as they deliver attentive customer service and build supportive relationships vital to student success.
  • Builds rapport and relationships with individuals and groups utilizing an outgoing, poised, and persuasive communication style.
  • Uses a leadership style that is firm and goal oriented that motivates, trains, and engages others in an enthusiastic way.
  • Learns quickly and thoroughly while continually recognizing and adapting to changing conditions is critical.
  • Handles a variety of challenges.
  • Addresses all aspects of staffing and professional development in a highly consistent manner.
  • Collaborates with key stakeholders to provide a comprehensive service approach, address opportunities to improve services for the student experience and to bolster student success.
  • Establishes goals, executes progression plans, effectively delegates, and resolves general issues and concerns of students.
  • Provides resources and direction to facilitate student understanding of communications and processes across university departments and academic units.
  • Proactively assists students to resolve issues.
  • Provides, and supervises coaches who provide, exceptional communications to students engaging them by way of phone, email, text or chat.
  • Monitors production and quality of student/coach interactions evaluating opportunities to benchmark, enhance and improve the student experience.
  • Maximizes the student experience by providing engaging, constructive feedback; resolving issues; and disseminating information.
  • Oversees and resolves product or service problems by clarifying the complaint; determines the cause; selects and explains the best solution; expedites corrections or adjustments; follows up to ensure satisfactory resolution.
  • Administers a quality assurance program designed to optimize the student experience and support students as they achieve their academic goals.
  • Understands and accurately leverages resources provided by internal systems, departments, policies, and procedures.
  • Provides direction to staff including assignments, activities, and schedules to ensure the delivery of excellent service required to meet/exceed departmental goals.
  • Connects students with academic and career resources including tutoring, counseling, faculty, financial aid, scholarships, career services, etc.
  • Handles highly sensitive and/or complex issues with students and/or parents.
  • Follows up with students to ensure due diligence is completed for all areas.
  • Fully documents all cases in case management application.
  • Coordinates or assumes other duties or projects as assigned or directed.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume and cover letter should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Applicant must be eligible to work in the United States; EdPlus at ASU will not be a sponsor for this position.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.