Student Services Specialist I (Online Student Success Coach)

Department:

Location:

Belknap Campus

Time Type:

Full time

Worker Type:

Regular

Job Req ID:

R106198

Minimum Requirements:

Bachelor's degree in a related field or an equivalent combination of education and experience. Grade 3 (Hourly)

Position Description:

The Online Learning Team of the Delphi Center for Teaching and Learning is hiring two, remote Student Services Specialists I (Online Student Success Coach). This is a full-time position with a 37.5-hour regular workweek. Flexible hours may be considered between the hours of 8:00 AM and 6:00 PM, Monday through Friday with business needs in mind. This position’s team is based at the Belknap Campus; however, this job is primarily remote. The selected candidate should reside in or near Louisville, KY, as occasional on-campus attendance will be required for intermittent training, departmental meetings and in-person collaboration.

The position is the primary point of contact for students in the University of Louisville’s online degree programs, partnering with them throughout their academic journey to support persistence, completion, and overall success. This role involves providing personalized coaching, guidance, and resources to enhance the student experience, while fostering a sense of belonging and community. They will build strong relationships with students, monitors progress and connects them with academic and support services to ensure they have the tools and support needed to meet their academic goals. The ideal candidate demonstrates a student-centered approach, strong communication skills, and the ability to collaborate across departments.

Key responsibilities include providing personalized support to online students, collaborating with academic and support units to connect students with necessary resources, promoting a sense of belonging and community for online learners, tracking communications and identifying trends, supporting continuous improvement efforts and maintaining institutional knowledge, and training and mentoring new Student Services Specialists for Online Learning.

Essential Duties and Responsibilities:

• Provide personalized support to a caseload of online students by serving as a reliable point of contact, maintaining regular communication through email, phone, or virtual platforms, and offering one-on-one coaching to help them set goals, develop time management skills, navigate challenges, and achieve academic success. [30%]

• Identify at-risk students and implement proactive interventions to address barriers, collaborating with academic and support units to connect them to resources such as advising, tutoring, career services, financial aid, and mental health support, ensuring access to tools that promote persistence and degree completion. [25%]

• Foster a sense of belonging by creating an inclusive and supportive environment by encouraging students to build community connections and actively participate in their online learning experience. [20%]

• Promote continuous improvement by providing feedback and suggestions to enhance the online student experience, supporting departmental initiatives, maintaining accurate student records, and participating in team meetings to align with institutional goals for online learner success. [15%]

• Assist the Online Student Success Manager with onboarding, training, and mentoring new staff to support student success. Maintain a comprehensive understanding of university policies, student support services and resources, online program requirements, ensuring the team maintains accurate knowledge and effective practices. Support departmental meetings and ensure the team maintains an accurate knowledge base. [10%]

The Delphi Center for Teaching and Learning:

The Delphi Center for Teaching and Learning seeks candidates who value teamwork, customer service and excellence. As a teaching and learning center, the Delphi Center provides direct feedback on a regular basis to all employees through the lens of a growth mindset. The Delphi Center is driven by data, sound processes, and excellence, and is always seeking and giving feedback on one another’s work.

The Delphi Center is committed to creating equitable and inclusive campus environments that accelerate the success of the full range of UofL’s students and employees. We believe that employees who feel valued and respected will create policies, programs, practices, research agendas, and services to effectively meet the needs and exceed the expectations of the increasingly diverse student populations we hope to admit and serve. The Delphi Center seeks candidates who have a demonstrated capacity to create inclusive work environments, can work effectively among increasingly diverse teams, and