EdPlus Success Coach Senior

Job Profile: Student Support Specialist 2 Job Family: Student Support Services Time Type: Full time Minimum Qualifications: Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved. Job Description: This position is only open to current employees of the Arizona Board of Regents (ABOR) system, which includes Arizona State University, Northern Arizona University, and the University of Arizona. Do you excel at helping a team in a customer service/support environment? Do you have experience in coaching others in a high-performing academic setting? If so, continue reading below for this EdPlus Success Coach Senior opportunity! ASU EdPlus is a dynamic unit of Arizona State University 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. We're seeking a driven, people-oriented EdPlus Success Coach Senior to support both graduate and undergraduate students. Every day you'll make a difference in the lives of others by partnering with students in thoughtful and creative ways that guide and motivate them to reach their full potential. Through quality conversation and meaningful exploration, you will build and maintain positive and collaborative relationships with a focus on goal setting, overcoming obstacles, and achieving success, while adhering to established guidelines. As a role model and mentor, you will contribute regularly and constructively in team meetings and manage your caseload systematically. Additionally, you will prioritize not only your own needs, but those of your teammates, and step in to assist as needed. You will be consistently involved in advancing the Success Center's priorities. Essential Duties: Serve as the primary point of contact for ASU Online students, providing proactive, student-centered coaching to support persistence, retention, and degree completion. Build meaningful relationships with students through individualized outreach, academic planning, and timely support to address academic, financial, and personal barriers. Deliver high-quality support across multiple communication channels, including phone, email, text, chat, and social media, while meeting established response time expectations. Monitor student engagement and academic progress using Salesforce and other systems, implementing interventions and connecting students with appropriate university resources. Utilize critical thinking, case management, and available resources to resolve student issues and provide an exceptional student experience. Collaborate with internal and external partners to support student success and recommend process improvements that enhance the student experience. Serve as a mentor and role model by providing guidance, onboarding, and support to new and existing Success Coaches. Champion new initiatives, share best practices, identify trends, and contribute to a positive, collaborative team culture. Consistently meet or exceed established performance metrics while demonstrating adaptability, professionalism, and continuous improvement. Perform other duties and special projects as assigned or directed. Desired Qualifications: Bachelor's degree or higher in a related field. At least one year of experience as an EdPlus Success Coach. Demonstrated knowledge of EdPlus Success Coaching Center policies, procedures, and student support practices. Demonstrated expertise in Salesforce, case management, FERPA compliance, and coaching technologies. Demonstrated strong critical thinking, problem-solving, and decision-making skills. Evidence of excellent written, verbal, and interpersonal communication skills with the ability to build positive relationships. Demonstrated ability to mentor peers, lead by example, and foster a collaborative team environment. Proven ability to adapt to change, implement feedback, and champion new initiatives and process improvements. Consistent record of meeting or exceeding performance and quality assurance expectations. This position is open only to current employees of the Arizona Board of Regents (ABOR) system, including Arizona State University, Northern Arizona University, and the University of Arizona. #J-18808-Ljbffr asu