EdPlus Senior Success Coach

Arizona State University

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 helping a team in a customer service/support environment? Do you have experience in coaching others in a high-performing academic setting? If so, continue reading below for this Senior Success Coach opportunity! EdPlus at ASU 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? Click here! We’re seeking a driven, people-oriented Senior Success Coach to support both graduate and undergraduate students. Every day, you’ll make a difference in the lives of others by partnering with students in thoughtful and creative ways that guide and motivate them to reach their full potential. Through quality conversation and meaningful exploration, you will build and maintain positive and collaborative relationships with a focus on goal setting, overcoming obstacles, and achieving success, while adhering to established guidelines. As a role model and mentor, you will contribute regularly and constructively in team meetings and manage your caseload systematically. Additionally, you will prioritize not only your own needs, but those of your teammates, and step in to assist as needed. You will be consistently involved in advancing the Success Center’s priorities.

Requirements

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Nice To Haves

Evidence of a bachelor’s degree or higher in a related field.
Evidence of at least one year of experience as an EdPlus Success Coach.
Demonstrated experience with EdPlus at ASU Success Coaching Center policies and procedures.
Demonstrated experience with problem resolution.
Demonstrated strong critical thinking skills.
Evidence of effective, professional, and persuasive communication skills.
Demonstrated ability to lead by example.
Demonstrated ability to stimulate and embrace change and gain enthusiasm and cooperation of others.
Evidence of strong peer mentorship skills.
Demonstrated ability to quickly build positive and collaborative relationships and connect with others.
Evidence of consistently achieving quality assurance competencies measured by lead.
Evidence of the ability to embrace and quickly implement feedback.

Responsibilities

Serve as the main point of contact for ASU Online students as they progress through their degree program.
Engage in proactive outreach to empower students through building rapport, positive reinforcement, and establishing meaningful academic relationships.
Coach students in developing a plan to achieve their academic and career goals.
Provide high-quality, student-centered support using text, social media, email, phone, and chat of a significant volume in a fast-paced environment.
Work to build student knowledge, skills, attitudes, and beliefs that support success.
Work collaboratively with internal and external partners and promote the discovery process for solving problems.
Invest in students’ success and reflect commitment by answering phone calls, responding to voice or email messages, texts, or chat within the same business day.
Monitor student engagement via dashboards and implement interventions as prescribed.
Utilize resources and critical thinking skills to solve problems quickly, make decisions, and provide the best experience to ASU Online students.
Take a proactive approach through challenging the status quo by recommending new and innovative procedures with student success in mind.
Provide guidance, mentorship, and training for new coaches.
Consistently and reliably meet or exceed established performance metrics.
Adapt easily to change and lead peers in making necessary changes.
Be a role model and mentor on your team and for the Success Center overall.
Assume or coordinate other duties or projects as assigned or directed.