Job DescriptionThe Student Success Coordinator supports online students throughout their academic journey by providing proactive outreach, guidance, and issue resolution. This role focuses on ensuring students remain engaged, registered, and progressing toward completion. This position reports to the Director of Student Success.
Job Duties - Provide proactive academic advising to students in assigned programs, including guidance on course sequencing, program requirements, and progression toward completion.
- Conduct proactive outreach to students at key lifecycle stages (onboarding, midterm, registration, and end-of-term).
- Contact all non-registered and at-risk students and implement timely intervention strategies.
- Assist students with onboarding, registration, and term readiness.
- Identify, address, and resolve barriers to student success, escalating when appropriate.
- Monitor student progress, engagement, and persistence indicators to support retention and completion.
- Document all student interactions and interventions in CRM systems (e.g., Slate CRM).
- Collaborate with Financial Aid, Enrollment, and Academic units to support student success.
- Escalate complex or high-risk student issues to the Director of Student Success.
- Perform other job-related duties as assigned to support operational needs, student success initiatives, and institutional priorities.
Performance Expectations & Metrics - Respond to student inquiries within 24-48 hours.
- Complete proactive outreach to 95% of assigned students per term.
- Maintain 85-90% term-to-term retention (re-registration) rate for assigned student caseload.
- Contact 100% of non-registered and identified at-risk students within defined outreach windows.
- Initiate documented intervention within 24-48 hours of risk identification.
- Maintain 85-90% course completion rate across assigned student caseload.
- Maintain 98% accuracy and completeness of student records and interactions in CRM systems.
Requirements HamptonU Global operates in a dynamic, student-centered environment serving learners across multiple time zones. To support this model, employees are expected to maintain a professional and flexible approach to work scheduling.
Work schedules are established to ensure consistent coverage of core operational hours and timely support for students, faculty, and institutional partners. Positions may require availability outside of traditional business hours, including evenings and weekends, based on role responsibilities and operational needs.
Where applicable, schedules will be structured using a defined coverage model (e.g., staggered shifts or rotating assignments) to promote equitable workload distribution and maintain continuity of services. Supervisors are responsible for communicating schedule expectations in advance and ensuring alignment with departmental needs and institutional priorities.
Employees are expected to:
- Adhere to assigned work schedules and coverage requirements.
- Maintain responsiveness during designated working hours.
- Participate in rotating or adjusted schedules as required.
- Support peak periods, critical operational timelines, and student needs.
HamptonU Global is committed to fostering a sustainable work environment. Scheduling practices are designed to balance operational demands with employee well-being while ensuring high-quality service delivery.
Failure to meet established work schedule expectations or coverage requirements may result in corrective action in accordance with university policies.
Qualifications - Ph.D. required.
- 1-3 years in student services or advising.
- Strong communication and organizational skills.
- Experience with CRM, Banner, or LMS preferred.
Salary is based on qualifications $85,000 To Apply Please submit a cover letter, resume, and a completed Application for Faculty Employment to .the Dean of HamptonU Global, samantha.penney@hamptonu.edu
**No phone calls.**
