Lead- Academic Support

About Walden University

Walden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.

 

Shape the Future of Student Success at Walden University!

We’re seeking a strategic and innovative leader to drive scalable student support services through our Office of Academic Support and Instructional Services (OASIS). In this role, you’ll design and optimize digital response systems, implement cutting-edge instructional technology, and create seamless workflows that connect students to the right resources—at the right time.

What You’ll Do:

• Lead the development of a comprehensive support strategy
• Manage digital response operations and improve touchpoints
• Analyze usage trends to inform decisions and enhance service delivery
• Build pathways between self-service tools and personalized support

What We’re Looking For:

A collaborative, proactive, and growth-minded professional who brings heart to their work. You’ll need strong organizational skills, flexibility, and a passion for innovation to balance efficiency with personalized student care.

About OASIS

Walden’s Office of Academic Support and Instructional Services (OASIS) helps students develop academic and professional skills for success in areas like scholarly research, writing, study strategies, and more. OASIS includes teams for Content Management, Instructional Services, and Academic Support across all degree levels. Guided by Walden’s Success by Degree framework, we deliver flexible, seamless instructional support when and where students need it.

Responsibilities & Expectations

Operational Leadership

• Oversee daily operations of assigned OASIS services/products, including staffing and training needs.
• Manage the OASIS Help Desk, covering self-help content, email support, faculty referrals, and 1:1 reference appointments.
• Maintain scheduling platforms and related systems for assigned services.

Strategy & Process Improvement

• Develop and maintain a tiered support model guiding students from self-service to personalized options.
• Create standardized response frameworks and knowledge bases for common inquiries.
• Evaluate and recommend technology solutions to automate routine inquiries and boost self-resolution rates.
• Align Help Desk strategy and workflows with OASIS instructional goals, launching new touchpoints as needed.
• Track usage data and patterns to inform decisions and improve services.

Collaboration & Alignment

• Work with degree teams to tailor instructional services by degree level.
• Ensure all services align with OASIS instructional strategy, quality standards, and Skills Framework.
• Contribute to the Instructional Service Team’s vision and implementation of OASIS instruction and support.

Leadership Responsibilities

• Provide quality assurance and professional development for staff supporting assigned services.
• Stay current on trends and best practices in online higher education to drive innovation and efficiency.

Student-Facing Responsibilities

• Deliver synchronous and asynchronous instructional support.
• Address student concerns related to assigned services; escalate when necessary.

Project-Based Responsibilities

• Participate in instructional design, content creation, working groups, and specialized academic support projects.
• Engage in thought-leadership initiatives aligned with OASIS strategic priorities.

OASIS Service Responsibilities

• Attend cross-OASIS and all-staff meetings; stay active in MS Teams communication.
• Serve on committees, working groups, and ad-hoc teams within and beyond OASIS.
• Participate in the OASIS Strategy Check-In group and professional development opportunities.
• Foster a positive team culture and healthy workplace environment.
• Perform other duties as assigned.

• Education:

  • Master’s degree in instructional design, educational technology, online learning, or related field (required).
  • ALA-accredited Master of Library Science/Master of Library Information Science (preferred).

• Experience:

  • Leading or collaborating with teams to provide instructional support in online university programs (required).
  • Managing a help desk (preferred).
  • Data collection and reporting using tools such as Tableau, Power BI, Qualtrics, and/or Microsoft Excel (required).
  • Familiarity with Springshare products or similar tools (required).

• Skills & Attributes:

  • Strong problem-solving, collaboration, organizational, and communication skills.
  • Ability to adapt in a fast-paced, student-focused environment.
  • Commitment to working with individuals from diverse cultural and professional backgrounds.

• Other Requirements:

  • Flexible availability, including nights and weekends as needed to meet student needs.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $61,720.78 and $108,334.92. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/benefits.

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation