Success Coach (PSS3) - Rowan Online

Rowan University (Rowan Online) is hiring a Success Coach (PSS3) to support online learners from enrollment confirmation through graduation. The role focuses on proactive outreach, personalized academic planning, and data-informed engagement to improve retention, persistence, and timely degree completion.

• Manage a caseload of online students across degree and certificate programs, providing personalized academic guidance and holistic support.
• Develop individualized degree plans; assist with registration; provide preliminary transfer credit estimates; guide students from admission through first-term enrollment and beyond.
• Communicate with students via phone, email, text, and virtual meetings; document all interactions accurately and promptly in the system of record.
• Use reports and dashboards to identify trends, prioritize outreach, and intervene early with at-risk students.
• Connect students to academic, financial, and personal support services; participate in orientations, webinars, recruitment events, and engagement initiatives.

• Bachelor’s degree from an accredited institution (Master’s preferred in Higher Education, Counseling, Student Affairs, or related field).

• At least 2 years of experience in academic advising, counseling, student success, or student affairs (preferably in higher education); additional relevant education may substitute for experience.

• Preferred experience supporting online, adult, transfer, or non-traditional students.

• Ability to work in a technology-driven environment with frequent data use and high student interaction.

• Proficiency with student information systems, CRM platforms, and advising tools (e.g., Banner, Starfish).

• Strong written, verbal, and interpersonal communication skills; strong customer service orientation and ability to build trust with diverse student populations.

• Ability to use data and dashboards to guide outreach and intervention strategies; track record of measurable success and achievement.

• Legally authorized to work in the U.S.; no visa sponsorship.

• Schedule falls between 8:00am–8:00pm Monday–Friday based on departmental needs, with expectation of at least one evening shift per week; occasional evening and weekend hours.

• Hybrid eligible under Rowan’s Flexible Work Arrangement policy; consistent in-office/remote pattern with adjustments for meetings and special events.

• Based at Rowan Online’s team hub; occasional local travel for engagement opportunities.

• Benefits include NJ State health, dental, and retirement benefits; generous accrued time off and paid holidays; tuition reimbursement for employee, spouse, and dependents (undergraduate only for spouse/dependents).