Job Description

Job Description

Job Description

Student Success Coach

Location:

This position is based in Norman, OK with hybrid work options. Local candidates to Norman and Oklahoma City, preferred.

Shape the Future of Online Learning with OU Education Services:

OU Education Services (OUES) is a nonprofit corporation established to manage and expand online learning for the University of Oklahoma System. As a growing education technology organization, we are dedicated to delivering innovative solutions that enhance learning outcomes, improve student experiences, and support the university's mission of providing high-quality education to learners everywhere.

At OUES, we prioritize collaboration and provide opportunities for our teams to work closely to deliver meaningful, impactful results. We are a talent focused organization and encourage applicants from all regions, we have a preference for candidates who are in or open to relocating to the Oklahoma City metro area. Being part of our vibrant community fosters richer collaboration and a stronger alignment with OU and the OUES mission.

Job Summary:

A Student Success Coach is a mentor and advocate who helps students navigate the unique challenges of online education. Their primary goal is to ensure students remain engaged, motivated, and on track to achieve their academic and personal goals. By offering tailored support and resources, they play a crucial role in enhancing retention and fostering success in a virtual learning environment. The successful candidate will have a background in customer service or student support services in any educational environment with a desire to support students through their educational journey. They will be able to build relationships over the phone, help answer questions or direct students to appropriate resources, and work with students from initial registration to graduation.

Key Responsibilities:

• Develop understanding of OU Online programs and academic colleges.
• Serve as primary contact for online students during their academic program
• Ability to establish relationships over phone, text, and email and manage student communication.
• Establish self as a subject matter expert in assigned program(s) through knowledge of course sequence, custom schedules, program specific policies, and other degree requirements.
• Understand the workings of the assigned institutions course registration and mapping process.
• Ability to monitor program progress and provide support and guidance accordingly.
• Work independently on daily task management, aligning tasks and strategies with departmental SOP.
• Coordinate with Team Lead and Student Success Manager to prioritize tasks and realign efforts when needed.
• Employ a consultative approach to guide and support students through their online programs.
• Direct students to appropriate partner and program policies, processes, and offices as needed to resolve student concerns.

Qualifications:

• Minimum 0-2 years professional work experience
• Bachelor's degree required
• Experience in Salesforce or similar CRM, preferred

Additional Skills/Requirements:

• Strong interpersonal skills, team oriented and proactive
• Excellent written and verbal communication skills.
• Ability to establish relationships with prospective students over phone, text and email
• Passion for education and helping people achieve their goals.

• Good attitude, positive mindset, and commitment to the OUES values
• Keen interest in learning new things
• Ability to work in a fast-paced, entrepreneurial environment

• Strong analytical and problem-solving skills.
• Computer literacy: MS Word, Excel, SaaS, MS Teams

Benefits Include:

• Competitive salary & benefits package
• 401K plan
• Unlimited PTO policy
• Hybrid Work Policy
• Community giving/volunteer program
• Wellness reimbursement
• Professional development and career growth opportunities

EEOC Statement:

OU Education Service provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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