EdPlus Re-Entry Lead

Arizona State University•Scottsdale, AZ

2d•Hybrid

About The Position

This position is only open to current employees of the Arizona Board of Regents (ABOR) system, which includes Arizona State University, Northern Arizona University, and the University of Arizona. Do you excel at leading teams in a customer service and support environment? Are you passionate about empowering students to complete their degrees and helping them overcome obstacles? If so, continue reading below for this EdPlus Re-Entry Lead opportunity! ASU EdPlus is a dynamic unit of Arizona State University focused on the design and scalable delivery of digital teaching and learning models to increase student success and reduce barriers to achievement in higher education. We advance the economic, social, cultural, and overall health of the local, national, and international communities served by ASU. Want to know more about working at EdPlus? Watch this short video ! We are seeking a dynamic, collaborative EdPlus Re-Entry Lead to join our high-performing Success Coaching Center. Every day, you will make a difference in the lives of others by empowering a team of Re-Entry Specialists to reach their full potential through quality coaching and a focus on student success. You will oversee proactive outreach initiatives directed at undergraduate and graduate students who have paused their academic journey. You will create and direct administrative processes to ensure your team provides tailored guidance to help students navigate financial, academic, and personal barriers. Additionally, you will collaborate with university staff in academic units, advising, and financial aid to facilitate a smooth return to ASU for these students.

Requirements

Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field including two (2) years managerial experience; OR, Any equivalent combination of experience and training from which comparable knowledge, skills and abilities have been achieved.
This position is only open to current employees of the Arizona Board of Regents (ABOR) system, which includes Arizona State University, Northern Arizona University, and the University of Arizona.
Applicant must be eligible to work in the United States; ASU EdPlus will not be a sponsor for this position.

Nice To Haves

Bachelor’s degree or higher in a related field.
Evidence of supervisory/leadership experience in a customer service/support environment.
Demonstrated strong customer service orientation with a commitment to helping others; experience in coaching, advising, or education preferred.
Experience supporting online programs and working with students returning to higher education after stopping out.
Demonstrated understanding and awareness of ASU quick re-entry policies, financial aid, and academic policies.
Demonstrated ability to develop, facilitate, and maintain strong, collaborative relationships with various populations.
Experience using CRM systems (e.g., Salesforce); demonstrated proficiency in multi-channel communication (text, chat platforms) and MS Office/Google Workspace.
Evidence of excellent verbal, written, and presentation skills, with the ability to communicate persuasively and with empathy.
Evidence of strong problem-solving skills, attention to detail, and the ability to perform effectively in a fast-paced environment subject to quickly changing priorities.
Demonstrated experience with ASU EdPlus Success Coaching Center policies and procedures.

Responsibilities

Cultivates an environment that empowers staff to be proactive as they conduct outreach to resolve obstacles impeding stopped-out students from returning to an ASU program.
Uses a firm, goal-oriented leadership style to motivate, train, and engage staff. Addresses all aspects of staffing and professional development in a highly consistent manner.
Monitors production and quality of specialist/student interactions, evaluating opportunities to enhance the student experience and benchmark re-enrollment success.
Oversees and resolves highly sensitive or complex service problems and student escalations by clarifying issues, determining causes, and explaining the best solutions.
Works closely with financial aid services, student business services, and academic units to re-enter students and set them up for success. Collaborates with key stakeholders to build a comprehensive service approach.
Provides direction to staff, including assignments, activities, and schedules, to ensure the delivery of excellent service required to meet departmental goals. Supports the recruitment, interview, onboarding, and continuous development of team members. Creates and maintains training resources, facilitates coaching opportunities, and ensures staff are equipped with the knowledge and tools needed to effectively support returning students.
Learns quickly while continually recognizing and adapting to changing conditions, staying up to date on current policies, alternative program options, and training within the university.
Assumes or coordinates other duties or projects as assigned or directed.