EdPlus Re-Entry Lead

Arizona State University•Scottsdale, AZ

2d•Hybrid

About The Position

The EdPlus Re-Entry Lead manages a team in the Success Coaching Center that supports undergraduate and graduate students who have paused their academic journey. The role oversees proactive outreach and administrative processes to provide tailored guidance to students navigating financial, academic, and personal barriers to returning to ASU. It collaborates with university staff in academic units, advising, financial aid, and student business services to facilitate students’ return and help them succeed. The lead guides staff performance and development, monitors the quality and production of student interactions, resolves complex or sensitive service issues, and directs team assignments and schedules. The role also supports recruitment and onboarding, maintains training resources, and adapts to changing university policies and program options. This position is open only to current employees of the Arizona Board of Regents system, including Arizona State University, Northern Arizona University, and the University of Arizona. It is based at ASU EdPlus at SkySong in Scottsdale, with flexible work options ranging from alternate to hybrid schedules subject to approval under ASU policy. Driving is not required.

Requirements

Bachelor’s degree and five years of experience appropriate to the area of assignment or field, including two years of managerial experience; or an equivalent combination of experience and/or training demonstrating comparable knowledge, skills, and abilities.
Eligibility to work in the United States; ASU EdPlus will not sponsor this position.
Current employment within the Arizona Board of Regents system, which includes Arizona State University, Northern Arizona University, and the University of Arizona.

Nice To Haves

Bachelor’s degree or higher in a related field.
Supervisory or leadership experience in a customer service or support environment.
Strong customer service orientation and commitment to helping others; coaching, advising, or education experience preferred.
Experience supporting online programs and students returning to higher education after stopping out.
Understanding of ASU quick re-entry policies, financial aid, and academic policies.
Ability to develop, facilitate, and maintain strong collaborative relationships with diverse populations.
Experience with CRM systems such as Salesforce; proficiency in multi-channel communication, including text and chat platforms, and MS Office or Google Workspace.
Excellent verbal, written, and presentation skills, including the ability to communicate persuasively and empathetically.
Strong problem-solving skills, attention to detail, and ability to perform effectively in a fast-paced environment with quickly changing priorities.
Experience with ASU EdPlus Success Coaching Center policies and procedures.

Responsibilities

Lead and empower staff conducting outreach to resolve obstacles preventing stopped-out students from returning to an ASU program.
Motivate, train, and engage staff; manage staffing and professional development consistently.
Monitor the production and quality of specialist/student interactions and identify ways to improve student experience and re-enrollment success.
Oversee and resolve sensitive or complex service problems and student escalations by clarifying issues, determining causes, and explaining solutions.
Collaborate with financial aid services, student business services, academic units, and other stakeholders to support student re-entry and success.
Direct staff assignments, activities, and schedules to meet departmental service goals.
Support recruitment, interviewing, onboarding, and ongoing development of team members.
Create and maintain training resources, facilitate coaching opportunities, and ensure staff have the knowledge and tools to support returning students.
Stay current on university policies, alternative program options, and training, adapting to changing conditions.
Assume or coordinate other duties and projects as assigned or directed.