Student Success Manager- Student Success Advising (Hybrid)

Walden

Walden University is a member of Adtalem Global Education (NYSE: ATGE). More than 50 years ago, Walden University was founded to support adult learners in achieving their academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries are pursuing a certificate, bachelor’s, master’s, or doctoral degree online at Walden. The university offers more than 100 online degree and certificate programs. Walden University is accredited by The Higher Learning Commission, hlcommission.org. For more information, please visit WaldenU.edu and WaldenFacts.com.

• 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.

Opportunity at a Glance
This position will be responsible for managing daily operations and workflow of an assigned advising team; interviewing and hiring of new Advisors; ensuring that there is clear understanding of and compliance with University and federal policies and procedures; and, assisting with assigned tasks and projects. Depending on the needs of the University, a Manager may be required to assist with daily Academic Advisor activities.

Responsibilities

• Manage daily functions of assigned advising team.
• Assist Advisors with problem resolution.
• Work collaboratively with Academic Leadership to address and resolve student concerns.
• Work collaboratively with Academic Leadership, as necessary, to implement programmatic changes and ensure a positive student experience.
• Assist with interviewing and hiring of new staff.
• Assist with coaching, mentoring and training of Advisors.
• Assist in meeting and exceeding student satisfaction and service level agreements.
• Ensure that Advisors are on track with outreach to help students understand and complete degree requirements, select appropriate course registrations, and achieve satisfactory academic progress.
• Ensure that Advisors are identifying at-risk scenarios and opportunities to develop, implement, measure and improve academic success strategies.
• 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. Assist with development, documentation, and promotion of new policies and procedures.
• Responsible for data collection and analysis leading to improved efficiencies in workflow distribution, streamlined operational processes, and more effective student support. Conduct regular qualitative assessments, i.e., call reviews and provide consistent coaching and feedback. 
• Maintain quality staff engagement through consistent team meetings and staff 1:1s. 
• Drive performance through regular quantitative assessment of KPIs. 
• Work on assigned committees and teams within the organization.
• Ensure adoption and drive support of department and University-wide initiatives.          
• Performs other duties as assigned
• Complies with all policies and standards
   

• Master's Degree required.
• 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.
• Familiarity with online learning and Internet technology a plus.
• Effectively work with multiple databases and student platforms.
• Skilled at connecting and building rapport with other service-oriented, technical, and operational teams.
• Working knowledge of Microsoft Office Suite.
• Strong problem-solving and time-management skills.
• Strong project management skills.
• Ability to multi-task.
• Excellent verbal and written communication skills are required.
• Creative, innovative, able to work independently and in a team environment.
• Ability to adapt to new and rapidly changing situations.
• Self-starter.

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/us/en/benefits.

We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.