What are the responsibilities and job description for the Student Success Coach Team Lead position at Louisiana State University?
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Job Posting Title:
Student Success Coach Team LeadPosition Type:
Department:
Work Location:
Pay Grade:
Job Description:
The Student Success Coach Team Lead position reports to the Retention Team Manager for Learner Experience. This leadership position is critical to the enrollment, retention, and graduation of online learners. In addition to serving as the point-of-contact for learners in fully online programs, the Team Lead coaches a team of Student Success Coaches, acting in a support role, providing guidance for the team. The Team Lead ensures caring learner support, including coordination of university logistics behind the scenes so that online learners have a seamless enrollment, registration, and learning experience.
Job Responsibilities:
Provide high-quality learner support, valuing learners as respected customers. Independently handles logistics for online learners, including coordination of admissions, registration and enrollment, financial aid and graduation concerns, all in close collaboration with those individual Colleges, the Graduate School, Admissions, Financial Aid, and other applicable departments. 50%
Owns learner issues, solves challenges, and always closes the loop with the learner. Communicates constantly with constituent departments. Coordinates closely to ensure full solutions. Takes on stretch assignments to ensure high quality learner experiences. 20%
Serves as a coach and leadership support for a team of Student Success Coaches. In coordination with the Retention Manager will set performance goals and expectations for the team. 15%
Utilizes technology systems to track the student journey, including a CRM, LMS, and other systems; provides suggestions for improvement as needed; and serves on internal technology work groups as needed. 10%
Participates in continual professional development, working to ensure high levels of customer service excellence for all team members. 5%
Minimum Qualifications:
Bachelor's degree with 3 years of professional experience in customer or student support service or related field.
Degree Substitute: LSU is dedicated to fostering an environment where our employees feel appreciated for their skills and individuality. If a candidate does not meet the minimum qualifications as listed but has substantial experience in the key job responsibilities, we encourage them to apply.
Preferred Qualifications:
Bachelor's degree with 5 years of customer service or student support experience.
Specific Experience:
Minimum of 1.5 years of experience on Student Success Coach team. Higher education or admissions experience preferred. Online learning experience preferred. Ability to connect quickly and authentically with people from a variety of different professional and cultural backgrounds.
Additional Requirements:
Operation Essential Personnel - This position may be asked to work during an official closure, but who is otherwise not required to report to the physical campus during a closure and whose absence does not present a risk to the safety, resources, and well-being of the campus per FASOP HR-01.
Additional Job Description:
Special Instructions:
Please provide cover letter, resume, (3) professional references and transcripts. Official transcripts are required prior to hire, if needed.For questions or concerns regarding the status of your application or salary ranges, please contact Courtney Kirschner at ckirschner1@lsu.edu
Posting Date:
Closing Date (Open Until Filled if No Date Specified):
Additional Position Information:
Background Check - An offer of employment is contingent on a satisfactory pre-employment background check.
Benefits - LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!
Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University’s partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.
Essential Position (Y/N):
LSU is an Equal Opportunity Employer and SAME Agency:
LSU is designated as a
State As a Model Employer (SAME)
agency and provides assistance to persons needing accommodations or with the accessibility of materials. For those seeking such accommodations or assistance related to this search, we encourage you to contact the Office of Human Resource Management (hr@lsu.edu
).HCM Contact Information:
For questions or concerns related to updating your application with attachments (e.g., resumes, RS:17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at 225-578-8200 or email
HR@lsu.edu
. For questions or concerns regarding the status of your application or salary ranges, please contact the department using the information provided in the Special Instructions section of this job posting.
