Student Success Coach

Walden University was founded over 50 years ago to support adult learners in achieving their academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries pursue online certificate, bachelor’s, master’s, or doctoral degrees at Walden. We offer more than 100 online degrees and certificate programs and are accredited by The Higher Learning Commission.

About the role

Student Success Coaches serve as academic mentors, coaches, advisors, and champions focused on the success of their students. Academic Coaches partner with students throughout their academic program, serving as their primary source of support to ensure meaningful progress. Coaches work weekly with assigned students to overcome learning obstacles and understand program expectations, collaborating closely with faculty to ensure students receive the necessary academic engagement for success.

Responsibilities

• Provide direct, comprehensive program guidance to an assigned caseload of 120–150 students, supporting their educational planning and progress from enrollment to graduation.
• Manage students' academic progress according to university policies and ensure frequent engagement with faculty for deeper academic support.
• Maintain appropriate documentation of all academic engagements and communicate regularly with students per university protocol.
• Serve as an expert on academic program details, answering or obtaining answers to student questions about their programs.
• Advise students on time management, schedule benchmarks, and program requirements to master concepts, knowledge, and skills.
• Help students identify learning strengths and weaknesses, connecting them with university resources to aid in success.
• Evaluate student learning styles, skills, deficiencies, and goals; identify and facilitate the use of appropriate learning resources.
• Monitor student academic progress, communicate weekly with each student, and intervene as necessary to assist those having difficulty.
• Assist students in career planning within the boundaries of expertise and direct them to additional resources as appropriate.
• Coach students on University policies, procedures, and related academic matters.
• Work closely with faculty to ensure student inquiries are strategically coordinated, addressed in a timely manner, and support academic integrity.
• Guide students to develop accountability for their decisions and understand how those decisions impact their success.
• Provide proactive guidance on acclimating to undergraduate or graduate lifestyles, building supportive personal environments, and best practices for student success.
• Empower students to maintain effective connections to the University and its online community of learners.
• Spend significant time working at a computer and on the phone using a headset.
• Be flexible in work hours/schedule to accommodate student needs; may require work beyond 40 hours per week during peak periods.
• Perform other duties as assigned and comply with all policies and standards.

Requirements

• Bachelor’s degree required.
• 3 years of experience working in a service-oriented environment or university setting.
• Strong commitment to education and counseling or coaching skills to effectively keep online students on track.
• Excellent problem-solving and time management skills; ability to multi-task.
• Strong verbal and written communication skills.
• Working knowledge of Microsoft Office Suite.
• Ability to successfully resolve student issues from request through resolution.
• Experience working with multiple databases and student platforms.
• Skilled at connecting and building rapport with students from diverse backgrounds.
• Creative, innovative, and able to work independently and in a team environment.
• Self-starter with the ability to adapt to new and rapidly changing situations.
• Familiarity with online learning and Internet technology is a plus.

Schedule

Hybrid schedule with four in-office days per week (Monday–Thursday).

Pay

The expected salary range for this position is $24.00 to $28.00 per hour, adjusted based on experience, training, geographic location, licensure, certifications, market factors, departmental budgets, and responsibility.

Benefits

• Health, dental, vision, life, and disability insurance.
• 401k Retirement Program with 6% employer match.
• 15 paid vacation days each calendar year.
• 12 paid holidays plus 2 floating holidays.