Manager, Student Success

The Community Solution•Pasadena, CA

3d•Onsite

About The Position

The Department of Student Success provides proactive academic advising, success coaching, and case management services that support student engagement, persistence, and degree completion. Student Success Coaches serve as the primary point of contact for students, assisting with academic planning, course registration, degree progression, and navigation of institutional processes while helping students overcome barriers to success. Through individualized Student Success Plans, degree progress reviews, targeted outreach, and coordinated referrals to campus resources, the department promotes student achievement and a positive student experience. In partnership with faculty and campus departments, the Department of Student Success advances institutional goals related to retention, persistence, graduation, and overall student success. The Manager of Student Success provides leadership, oversight, and direct student support to advance student persistence, retention, academic achievement, and degree completion. Reporting to the Assistant Dean of Students and working closely with the other Manager of Student Success, the Manager supervises Student Success Coaches while maintaining an active student caseload. They are responsible for ensuring the delivery of high-quality advising, coaching, and case management services; monitoring student success outcomes; implementing best practices; and fostering a culture of accountability, collaboration, and continuous improvement. Working closely with faculty and campus partners, the Manager develops and implements strategies and interventions that support student success across online and campus-based programs.

Requirements

Bachelor’s degree in education, counseling, student affairs, or a related field from an accredited institution. A combination of education and/or related technical or professional experience may be substituted for the bachelor's degree on a year for year basis.
Five (5) years of experience in student coaching, academic advising, or student support services, within a college setting, demonstrated increasing levels of responsibility.
One (1) year of supervisory or lead experience.
Experience collaborating with faculty, academic departments, and cross-functional student service offices to resolve complex student concerns and improve the student experience.
Proven experience with student information systems (e.g., Banner, Colleague) and CRM tools, including data entry, record retrieval, and transaction processing

Nice To Haves

Master’s degree in higher education administration, counseling, or related discipline.
Seven (7) years of experience in student coaching, academic advising, or student support services.
Two (2) years of supervisory or lead experience.
Demonstrated ability to lead teams through change and implement process improvement initiatives.
Familiarity with retention strategies and data-driven decision-making in higher education.

Responsibilities

Provide leadership, supervision, and professional development for Student Success Coaches to ensure consistent delivery of high-quality advising, coaching, and case management services.
Maintain an active student caseload, providing direct support, intervention, and guidance to promote student engagement, persistence, and degree completion.
Teach one introduction to college (Success at PO) course each semester.
Monitor student success outcomes, coaching effectiveness, and operational performance using data-informed decision-making to drive continuous improvement.
Serve as the primary escalation point for complex student situations requiring advanced intervention, policy interpretation, and cross-functional collaboration.
Collaborate with academic and administrative partners to coordinate support services, remove barriers to student success, and enhance the overall student experience.
Ensure compliance with institutional policies and FERPA requirements while fostering a culture of accountability, service excellence, and continuous improvement.