EdPlus Re-Entry Lead

Arizona State University•Scottsdale, AZ

4d•$51,500 - $77,300

About The Position

ASU EdPlus, a unit of Arizona State University focused on designing and scaling digital teaching and learning models, is seeking an EdPlus Re-Entry Lead for its Success Coaching Center. This role leads Re-Entry Specialists who conduct proactive outreach to undergraduate and graduate students who have paused their academic studies, helping them overcome financial, academic, and personal barriers and return to an ASU program. The lead creates and directs administrative processes for tailored student guidance, monitors service quality and re-enrollment outcomes, manages staff performance and development, and handles sensitive or complex student service issues. The position works closely with financial aid services, student business services, academic units, advising, and other stakeholders to coordinate students’ return and support their success. The role also provides operational direction, supports recruiting and onboarding, maintains training resources, and adapts to changes in 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. Flexible work options, including alternate or hybrid schedules, may be available subject to approval under ASU policy.

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 that provides comparable knowledge, skills, and abilities.
Must be eligible to work in the United States; ASU EdPlus will not sponsor this position.
Must be a current employee of 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 using CRM systems such as Salesforce and proficiency with 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 work effectively in a fast-paced environment with 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 using a goal-oriented leadership approach; consistently address staffing and professional development.
Monitor the quantity and quality of specialist-student interactions and identify ways to improve the 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 team recruitment, interviewing, onboarding, and ongoing development.
Create and maintain training resources, facilitate coaching opportunities, and ensure staff have the knowledge and tools needed 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.