Student Success Manager

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.

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

Adtalem believes in a culture of collaboration, creativity, and innovation, which thrives when we can work flexibly. Depending on your location, this role may be hybrid or remote.

• HYBRID – If you reside within 50 miles of Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL this role is hybrid, requiring office presence three days a week (Tue, Wed, Thu), with the rest of the workweek spent working from home.
• REMOTE – If you live over 50 miles from Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL, this role is remote. However, occasional office visits may be required based on business needs, with advance communication for such requests.

The Manager, Academic Coaches will lead a team of Academic Coaches through direct supervision in the Competency Based Education (CBE) programs at Walden University. The Manager will work with assigned group of Academic Coaches to provide guidance, feedback, and supervision to ensure coaches are providing quality support and guidance to best support their students in making satisfactory progress toward earning their degree. The Manager will support the team in achieving its goals through supervisory administration functions, monitoring activity, metrics, retention, and data and provided coaching and development as needed for the success of the team.  The Manager will also participate/lead initiatives internal and cross-functional to help improve the student experience.

Responsibilities

• Manage daily functions of assigned coaching team. 
• Assist coaches in problem resolution and student escalations. 
• Collaborate with leadership to monitor processes and programs to ensure student needs are being met and coaches are guiding students towards successful progress and program completion.  
• Conduct quality monitoring for assigned coach team. 
• Assist with coaching, mentoring and ongoing training and development of coaching staff.
• Monitor daily metrics, productivity reports and teams progress reports in connecting with their new and continuing students and setting them up for success.  
• Review data, reports, metrics, and Key Performance Indicators (KPI’s) for accuracy to ensure a high standard of student support, quality, engagement, and retention metrics are achieved.
• Assist in meeting and exceeding student satisfaction and service level agreements.
• Act as liaison between Enrollment and other key departments such as Admissions and Financial Aid to communicate changes, program updates, etc.
• Assist with the interviewing and hiring of new Academic Coach staff.
• Collaborate directly with Tempo Operations to present and improve process, policy, and training opportunities.
• Track student cohorts for accuracy and timely resolution.
• Work in conjunction with Management to conduct metrics analysis and prepare reports to preset to leadership.
• Work with Leadership to develop, implement and enhance coaching policies, procedures, and ongoing management for optimal student support.
• Work collaboratively with other departments to ensure that escalated matters are strategically coordinated and addressed in a timely manner, while supporting academic integrity and University policies.
• Ensure compliance with existing University and federal policies and procedures.
• May perform other duties and responsibilities that management deems necessary from time to time, such as travel.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Incumbents will be evaluated, in part, based on the performance of each essential function.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Master’s Degree required.
• Minimum 3-5 years of supervisory experience in a university setting or service-oriented environment.
• Experience in data analysis leading to improved business processes and efficiencies.
• Strong problem solving and time management skills.
• Ability to multi-task.
• Excellent verbal and written communication skills required.
• Working knowledge of Microsoft Office Suite.
• Effectively work with multiple databases and student platforms.
• Skilled at connecting and building rapport with other service-oriented, technical, and operational teams.
• Creative, innovative, able to work independently and in a team environment.
• Self-starter.
• Ability to adapt to new and rapidly changing situations.
• Must thrive in a fast-paced, constantly changing environment with tight deadlines and multiple priorities.
• Familiarity with online learning and Internet technology a plus.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $59923.09 and $108334.92. 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