Student Success Manager

Job Description
The Manager, Academic Coaches will lead a team of Academic Coaches through direct supervision in the Competency Based Education (CBE) programs at Walden University. The Manager will work with assigned group of Academic Coaches to provide guidance, feedback, and supervision to ensure coaches are providing quality support and guidance to best support their students in making satisfactory progress toward earning their degree. The Manager will support the team in achieving its goals through supervisory administration functions, monitoring activity, metrics, retention, and data and provided coaching and development as needed for the success of the team.  The Manager will also participate/lead initiatives internal and cross-functional to help improve the student experience.
Responsibilities
Manage daily functions of assigned coaching team. 
Assist coaches in problem resolution and student escalations. 
Collaborate with leadership to monitor processes and programs to ensure student needs are being met and coaches are guiding students towards successful progress and program completion.  
Conduct quality monitoring for assigned coach team. 
Assist with coaching, mentoring and ongoing training and development of coaching staff.
Monitor daily metrics, productivity reports and teams progress reports in connecting with their new and continuing students and setting them up for success.  
Review data, reports, metrics, and Key Performance Indicators (KPI’s) for accuracy to ensure a high standard of student support, quality, engagement, and retention metrics are achieved.
Assist in meeting and exceeding student satisfaction and service level agreements.
Act as liaison between Enrollment and other key departments such as Admissions and Financial Aid to communicate changes, program updates, etc.
Assist with the interviewing and hiring of new Academic Coach staff.
Collaborate directly with Tempo Operations to present and improve process, policy, and training opportunities.
Track student cohorts for accuracy and timely resolution.
Work in conjunction with Management to conduct metrics analysis and prepare reports to preset to leadership.
Work with Leadership to develop, implement and enhance coaching policies, procedures, and ongoing management for optimal student support.
Work collaboratively with other departments to ensure that escalated matters are strategically coordinated and addressed in a timely manner, while supporting academic integrity and University policies.
Ensure compliance with existing University and federal policies and procedures.
May perform other duties and responsibilities that management deems necessary from time to time, such as travel.