Student Success Coach

Hiring Department

Missouri Online | Office of eLearning

This position can be located at any of the four University of Missouri’s campuses, but recruitment is managed by the UM System’s Office of Human Resources. For application questions, please contact Kristen Wilke, Missouri Online at wilkek@umsystem.edu.

Job Description

Missouri Online’s Student Lifecycle Support team seeks a student success coach who is passionate about helping others achieve their educational goals. Your gift for conversation and listening will help students find success in their online degree programs, and help them navigate processes, costs, and career-oriented exploration. Your work with individual students will support a larger vision of retention and persistence for online students across the four University of Missouri campuses.

Our trained coaches work with students to help them reach their desired academic outcomes. We do this through exploring student goals and key underlying motivations and identifying objections and difficulties. Ultimately, we seek to empower students to take ownership of their academic success in a way that leads to a fulfilling academic career.

Key Responsibilities:

• Provide exceptional customer service to students enrolled in specific online degree programs.
• Employ holistic coaching methodologies for online student success, seek to understand individual definitions of academic success, and guide current students toward ownership of their educational journey.
• Ensure frequent, quality interactions with a nimble and timely approach to student needs.
• Explore key academic and personal focus areas to develop positive, actionable plans that support long-term student success.
• Help students develop self-sufficiency and self-direction; provide opportunities for critical thinking, problem-solving, collaboration, communication, and self-reflection.
• Make proactive and intentional connections with students through a variety of communication methods (primarily phone calls) to create and maintain positive relationships with students.
• Encourage reengagement with coursework after students have taken time off from their program.
• Identify and facilitate connection when a student needs specific resources (e.g. financial aid, disability services, program-specific support).
• Incorporate diversity, equity, and inclusion as critical components when developing processes, policies, and communications.
• Develop your own strengths uniquely focused on online student success.
• Take time for thoughtful decision-making, reflection, and learning from our mistakes.
• Track and use data strategically.
• Record information about each student interaction in the appropriate software system(s); report on daily, weekly, monthly, and annual interactions and metrics.
• Collaborate with the coaching team and student support team on communication and outreach strategies.
• Maintain documentation of workflows and look for opportunities to optimize workflows.

As with all positions, there may be additional duties and responsibilities required to support the mission and purpose of Missouri Online.

Skills and Talents:

• You are genuinely interested in people.
• You are curious, have a strong drive to excel in your work, enjoy opportunities to grow and develop, love learning new things, and have a desire to understand the inner workings of the university system.
• Missouri Online attracts online students from all over the world from a wide variety of backgrounds and career situations. You must value and appreciate the differences among all people.
• You excel at explaining complicated processes in both verbal and written form.
• You are proficient with technology, and you are not afraid to train to become an expert in multiple systems that will allow you to optimize student support.

Our desired outcome is a successful student. Our definition of success is more than the academic outcomes of the student, it is respecting the intersectionality of student lives and their academic pursuits. It is examining the myriad life roles students have, and how those come together to support their goals in the classroom and in the wider scope of their lives.

We add value by working alongside our student, program, campus, and system partners to layer in a personalized, high-touch, developmentally-focused approach to student empowerment. We work individually with online students at UM-System campuses to learn more about their backgrounds and unique situations; by understanding their stories we can inspire them to reach their academic goals.

Salary

$16.92 - $21.50 per hour

GGS: 008

University Title: STUDENT SERVICE COORDINATOR I

Internal applicants can determine their university title by accessing the Talent Profile tile in myHR.

Shift

Monday - Friday; 8:00 a.m. - 5:00 p.m.

Minimum Qualifications

A Bachelor's degree or an equivalent combination of education and experience and at least 1 year of experience from which comparable knowledge and skills can be acquired is necessary

Preferred Qualifications

1-3 years of experience in student support. Previous experience in higher education or working with post-traditional students.

Application Materials

Complete online application; resume and cover letter

Other Information

Missouri Online provides the academic technology and digital learning services for all students in all modalities system wide. We provide an administrative structure for the delivery of more than 350 fully online and hybrid degree and certificate programs by providing marketing services, prospective and current student coaching and support, program coordination, research, enrollment and learner analytics, instructional design, academic technology, and distance education state authorization coordination. We work with colleagues from all four Universities (the University of Missouri-Columbia, the University of Missouri-Kansas City, the Missouri University of Science and Technology, the University of Missouri-St. Louis) to enhance educational experiences, advance technological services, and increase efficiencies while pursuing continuous collaboration between the four institutions.

Columbia Missouri Information

Columbia, Mo., is known as an ideal college town, combining small-town comforts, community spirit and low cost of living with big-city culture, activities and resources. Home to nationally renowned public schools and other colleges and educational centers, Columbia is packed with restaurants and entertainment venues and hosts more than a dozen annual cultural festivals.

Benefit Eligibility

This position is eligible for University benefits. The University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, and educational fee discounts. For additional information on University benefits, please visit the Faculty & Staff Benefits website at http://www.umsystem.edu/totalrewards/benefits

Diversity Commitment

The University of Missouri is fully committed to achieving the goal of a diverse and inclusive academic community of faculty, staff and students. We seek individuals who are committed to this goal and our core campus values of respect, responsibility, discovery and excellence.

Equal Employment Opportunity

Equal Opportunity is and shall be provided for all employees and applicants for employment on the basis of their demonstrated ability and competence without unlawful discrimination on the basis of their race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, protected veteran status, or any other status protected by applicable state or federal law. This policy shall not be interpreted in such a manner as to violate the legal rights of religious organizations or the recruiting rights of military organizations associated with the Armed Forces or the Department of Homeland Security of the United States of America. For more information, call the Vice Chancellor of Human Resource Services/Affirmative Action officer at 573-882-4256.

To request ADA accommodations, please call the Disability Inclusion and ADA Compliance Manager at 573-884-7278.

EEO IS THE LAW

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