Success Coach

Department Name

Learning Enterprise

Job Description

Learning Enterprise at ASU is seeking a motivated and passionate Support Coach to join the Learner Success team. The primary focus of this position will be assisting learners throughout their experience with Learning Enterprise products.

This role will be responsible for answering learner questions, assisting with technical issues, documenting process guides, working with learners 1:1 and solving support cases. This position will also support the Learner Enterprise product and learning design teams by communicating issues learners are facing in the Learner Success environment.

The ideal candidate takes a service-oriented approach to learners in a supportive environment. Your most important responsibilities will be to help reduce barriers, advocate for learners, and help them achieve their educational goals.

This includes conversations via phone, email, or chat systems. Your role is to provide guidance, answer questions, and show that we care about their success in our courses. You will also play an important role in understanding Learner Success learner needs and communicating that to relevant teams to ensure that we're offering the best educational experience possible.

This role is based in ASU's Skysong location in Scottsdale, Arizona.

Job Description

Learning Enterprise at ASU is seeking a motivated and passionate Support Coach to join the Learner Success team. The primary focus of this position will be assisting learners throughout their experience with Learning Enterprise products.

This role will be responsible for answering learner questions, assisting with technical issues, documenting process guides, working with learners 1:1 and solving support cases. This position will also support the Learner Enterprise product and learning design teams by communicating issues learners are facing in the Learner Success environment.

The ideal candidate takes a service-oriented approach to learners in a supportive environment. Your most important responsibilities will be to help reduce barriers, advocate for learners, and help them achieve their educational goals.

This includes conversations via phone, email, or chat systems. Your role is to provide guidance, answer questions, and show that we care about their success in our courses. You will also play an important role in understanding Learner Success learner needs and communicating that to relevant teams to ensure that we're offering the best educational experience possible.

This role is based in ASU's Skysong location in Scottsdale, Arizona.

Requisition ID

104571BR

Working Environment

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding and manipulating a computer mouse; required to stand for varying lengths of time and walk moderate distances to perform work.

• Frequent bending, reaching, lifting, pushing and pulling up to 25 pounds.

• Regular activities require ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.

• May be required to perform tasks in the field within and/or across University campuses.

• Ability to clearly communicate to perform essential functions.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Minimum Qualifications

Bachelor's degree AND two (2) years previous experience in one or more of the following: advising, student recruitment/retention or related student services utilizing a proactive and innovative approach which results in demonstrated outcomes in retention, graduation, and academic planning; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Department Statement

About the Learning Enterprise

We believe that the rigid and linear design of traditional higher education is neither an effective ladder to social and economic opportunity for all learners nor is it responsive to rapidly evolving workforce needs. ASU has responded to these challenges with the creation of Learning Enterprise (LE). We are guided by the belief that everyone should have universal access to education and opportunity. At every stage of life.

LE re-imagines the role of universities in society and evolves the design of learning offerings. These products (LE's learning offerings) are academically rigorous, tech-enabled, and outcomes-driven. They are stackable, accessible, and evidence-based - designed to respond to the needs of students and employers with the resources and values of the university.

LE's initial focus is on the following areas: foundational skills and mindsets, professional and technical career skills and personal development, cultural and civic learning.

At LE, we share a common set of values that guide our work and collaboration:

Scrappy. We are undaunted by challenges.

We remain undeterred by anything that stands in the way of moving our vision forward. If we fall, we get up, over and over again. If it doesn't exist, we create it. If something doesn't work, we try something else.

Driven. We always push to be better for ourselves, for each other, and for our students.

We are not defeated or guided by the status quo. We see what could be and relentlessly pursue it.

Intentional Architects. We know our attitude towards what we are doing will determine our success.

We see the big picture and take deep pride in building every block that makes up our long-term vision. We are motivated by the potential of a transformed future while remaining firmly focused on tending to the tasks in front of us today.

Leading from the heart. We deeply care about people and their well-being.

Everyone is unconditionally supported. We believe in human potential and invest in continuous growth.

Candid collaborators. We share ideas and feedback at all levels.

We have strong opinions loosely held and intentionally engage in debate. We strive for clarity through direct and honest communication. We know our work is better for it.

Category

02

VP Code

Learning Enterprise

Scope of Search

Open

Desired Qualifications

• Experience in an institution supporting programs of study for a diverse student population.

• Evidence of effective communication style that is persuasive, motivating and supportive.

• Experience in being able to self-direct once projects are identified and perform as a high-functioning team member in a position that requires flexibility and resiliency.

• Knowledge of Salesforce and Microsoft Office applications including email, spreadsheets, presentations, and documents.

• Experience in phone-based sales and customer service.

• Experience managing quickly changing priorities which may include resolution of conflicts.

• Comfortable troubleshooting technical issues and working with detailed administrative processes

• Experience with Learning Management Systems such as Canvas LMS

• Experience in Hubspot is a plus

Close Date

27-September-2024

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves.

Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU's Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU PD at 480-965-3456.

Relocation Assistance - For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Full-Time/Part-Time

Full-Time

Essential Duties

This support coach position will be the primary point of contact supporting Learner Success learners and help advocate for changes to our product to provide a better experience.

Your most important responsibilities will include:

Supporting learners:

• Serves as a point of contact for learners as an effective communicator who is able to encourage and motivate while being helpful and responsive to their needs and concerns.

• Responds to student questions and concerns in a timely manner.

• Consistently performs detail-oriented work quickly, correctly and efficiently.

• Works collaboratively with other university units and services to facilitate student support in a manner that maintains and grows relationships.

• Maintain a positive, "How can I help?" attitude.

Advocate for Learners and support product improvements

• Proactively seek solutions in collaboration with the learners and work to remove barriers to internal systems that may be inhibiting their access to take courses.

• Communicate learner challenges and goals to the broader Learner Success product team to help with prioritization.

• Works effectively and timely in an environment with competing priorities.

• Assumes or coordinates other duties or projects as assigned or directed.

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Salary Range

$50,000 - $56,000 per year; DOE

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of "equivalent combination" in the minimum qualifications?

It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor's degree is equal to four years of experience.

Job Family

Advising & Admissions