Learner Engagement & Success Coordinator

Arizona State University•Phoenix, AZ

1d•$55,000 - $65,000

About The Position

Reporting to the Executive Director, the Learner Engagement & Success Coordinator is responsible for executing and continuously improving learner engagement strategies across the Najafi 100 Million Learners Global Initiative (100ML). This role coordinates the learner journey from onboarding through post-completion follow-up, ensuring learners are informed, supported, and connected throughout their experience. The Coordinator manages learner communications, oversees support systems, collaborates with partners to strengthen cohort engagement, and contributes to measurable improvements in participation, persistence, and completion. This role is highly collaborative across 100 Million Learners, Thunderbird, and Arizona State University. The Coordinator will partner regularly with colleagues in partnerships, instructional design, marketing and communications, technical/platform support, data and Salesforce teams, and other university stakeholders to ensure a seamless, learner-centered experience. Success in this role requires strong cross-functional coordination and the ability to align diverse contributors around shared goals for learner success. This position may supervise a graduate student worker supporting learner engagement activities. This is a highly collaborative, data-informed role that blends relationship management with operational execution. This position is funded in whole or part by sources other than general operating appropriation and may terminate when funding is no longer available. Applicant must be eligible to work in the United States. ASU will not be a sponsor for this position.

Requirements

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

Nice To Haves

Bachelor’s degree in education, business, communications, public policy, or related field.
2-4 years of experience in program coordination, student services, recruitment, learner engagement, or related roles.
Experience with CRM systems (e.g., Salesforce) and data reporting tools.
Demonstrated experience managing communications and stakeholder relationships.
Demonstrated ability to independently investigate operational issues and recommend process improvements.
Ability to work cross-functionally across academic, technical, and operational teams to resolve learner experience challenges.
Experience developing process documentation and maintaining knowledge base systems
Experience working with global learners or international partner organizations
Familiarity with online learning ecosystems or digital education platforms
Strong written communication skills and comfort drafting structured communications
Experience interpreting user engagement data and translating insights into actionable outreach strategies
Experience supporting retention or persistence initiatives

Responsibilities

Develop and execute learner communication flows, including onboarding emails, reminders, completion nudges, milestone messaging, and re-engagement campaigns.
Identify friction points in the learner experience and recommend and implement process improvements.
Manage the 100ML learner support inbox, including escalation flow, ensuring timely, professional, and solutions-oriented responses.
Explore and implement automated solutions to learner support.
Update and maintain response standards and documentation for common inquiries.
Ensure communications are clear, accessible, and aligned with 100ML and Thunderbird brand standards, in collaboration with the Marketing and Communications Manager.
Monitor learner engagement and completion data.
Execute targeted outreach strategies to support learners at risk of non-completion.
In collaboration with partnership leads, coordinate with partner organizations to strengthen cohort engagement and learner outcomes.
In collaboration with the Recruitment and Admissions team, identify opportunities for learners to advance to degree-seeking pathways.
In collaboration with partnership leads, serve as a point of contact for partners regarding learner communications and engagement processes.
Conduct learner induction/orientation sessions and facilitate training-of-trainers.
Provide partners with engagement templates, timelines, and guidance to support learner success.
Ensure alignment between partner-level implementation and 100ML engagement standards.
In collaboration with 100ML, Thunderbird, and ASU technical teams, track learner KPIs, including registrations, enrollments, completion rates, and re-engagement metrics.
Lead the design and implementation of 6- and 12-month post-completion follow-up processes to capture learner outcomes and longitudinal impact.
Compile and summarize qualitative and quantitative data to inform internal reporting and strategic decisions.
Coordinate light-touch alumni engagement initiatives to foster continued connection and identity within 100ML.
Support pathways connecting completers to advanced ASU and/or Thunderbird opportunities where appropriate, in collaboration with Thunderbird Admissions and Recruiting team.
May supervise a graduate student worker supporting learner communications and engagement initiatives.