Academic Program Specialist (Student Success Navigator) Multiple Positions

Position Summary

Reporting to the Director of Student Success, the Student Success Navigators are an essential part of the Baruch College student support ecosystem. Navigators provide integrated, front-line assistance within a centralized one-stop environment. By listening carefully to students’ needs, asking clarifying questions, and helping students navigate academic, administrative, and support services, Navigators ensure each interaction results in clear next steps and appropriate follow-through for every student. The Student Success Navigator is responsible not only for answering questions, but also for coordinating support across multiple offices when needed within a referral and case management system. Navigators manage referrals, track open cases, and maintain communication with both the student and relevant campus partners until the issue is fully resolved. This role is central to creating more accessible and seamless student support so that students experience the institution as connected and supportive rather than fragmented. By serving as a consistent point of contact, the Student Success Navigator reduces barriers, shortens time to resolution, and helps students better understand how to navigate college systems. The position also supports a coordinated approach to student success, in which interactions are documented, shared across offices when appropriate, and used to improve processes over time. This role reflects a shared institutional commitment to accessible, coordinated, and student-centered support.

Key Responsibilities

• Serve as a Baruch One Stop Shop first-point of contact for students, providing front-line support across academic, administrative, and student success needs.
• Serve as a resource expert regarding policies and procedures.
• Assess student questions, identify underlying needs, and provide clear, accurate, and timely information in plain language to resolve routine and moderately complex issues directly.
• Identify when specialized support is needed and facilitate coordinated referrals to relevant offices.
• Develop and maintain relationships with various college offices to improve student services.
• Follow student inquiries through to completion, ensuring issues are fully resolved and students understand outcomes and next steps.
• Track and monitor referrals and open cases to ensure timely follow-up and closure.
• Document all interactions, actions, and outcomes in institutional systems to support continuity and accountability.
• Communicate proactively with students throughout the resolution process, providing clarity on timelines, responsibilities, and next steps.
• Guide students to build confidence navigating college systems.
• Contribute to continuous improvement by identifying common student challenges and make recommendations to strengthen processes, communication, and service delivery.

Qualifications

• Minimum Requirements: Bachelor's Degree and four years' relevant experience required.
• PREFERRED QUALIFICATIONS: Masters degree, Strong verbal and written communication skills with the ability to explain complex information clearly and respectfully, Demonstrated ability to manage multiple inquiries and follow through on details, Strong commitment to student success and fostering an inclusive environment, Experience in advising, enrollment services, and/or student success initiatives, Familiarity utilizing student management systems such as EAB’s Navigate 360 platform, CUNYFirst & Degree works, Knowledge of higher education policies, procedures, and student support resources.