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Position Description:

The Online Learning Team of the Delphi Center for Teaching and Learning is hiring three, remote Student Services Specialists I (Online Student Success Coach). The position is the primary point of contact for students in the University of Louisville’s online degree programs, partnering with them throughout their academic journey to support persistence, completion, and overall success. This role involves providing personalized coaching, guidance, and resources to enhance the student experience, while fostering a sense of belonging and community. They will build strong relationships with students, monitors progress and connects them with academic and support services to ensure they have the tools and support needed to meet their academic goals. The ideal candidate demonstrates a student-centered approach, strong communication skills, and the ability to collaborate across departments.

Key responsibilities include providing personalized support to online students, collaborating with academic and support units to connect students with necessary resources, promoting a sense of belonging and community for online learners, tracking communications and identifying trends, supporting continuous improvement efforts and maintaining institutional knowledge, and training and mentoring new Student Services Specialists for Online Learning.

Essential Duties and Responsibilities:

• Provide personalized support to a caseload of online students by serving as a reliable point of contact, maintaining regular communication through email, phone, or virtual platforms, and offering one-on-one coaching to help them set goals, develop time management skills, navigate challenges, and achieve academic success. [30%]

• Identify at-risk students and implement proactive interventions to address barriers, collaborating with academic and support units to connect them to resources such as advising, tutoring, career services, financial aid, and mental health support, ensuring access to tools that promote persistence and degree completion. [25%]

• Foster a sense of belonging by creating an inclusive and supportive environment by encouraging students to build community connections and actively participate in their online learning experience. [20%]

• Promote continuous improvement by providing feedback and suggestions to enhance the online student experience, supporting departmental initiatives, maintaining accurate student records, and participating in team meetings to align with institutional goals for online learner success. [15%]

• Assist the Online Student Success Manager with onboarding, training, and mentoring new staff to support student success. Maintain a comprehensive understanding of university policies, student support services and resources, online program requirements, ensuring the team maintains accurate knowledge and effective practices. Support departmental meetings and ensure the team maintains an accurate knowledge base. [10%]

The Delphi Center for Teaching and Learning:

The Delphi Center for Teaching and Learning seeks candidates who value teamwork, customer service and excellence. As a teaching and learning center, the Delphi Center provides direct feedback on a regular basis to all employees through the lens of a growth mindset. The Delphi Center is driven by data, sound processes, and excellence, and is always seeking and giving feedback on one another’s work.

The Delphi Center is committed to creating equitable and inclusive campus environments that accelerate the success of the full range of UofL’s students and employees. We believe that employees who feel valued and respected will create policies, programs, practices, research agendas, and services to effectively meet the needs and exceed the expectations of the increasingly diverse student populations we hope to admit and serve. The Delphi Center seeks candidates who have a demonstrated capacity to create inclusive work environments, can work effectively among increasingly diverse teams, and will serve the increasingly diverse student population UofL wants to attract and admit.

Preferred Qualifications:

• Master’s degree in higher education, college student personnel, counseling, or a related field

• Experience working with online students or in an online education setting

• Experience working in student affairs, student services, or other related field in higher education

• Familiarity with student information systems (e.g., PeopleSoft), learning management systems (e.g., Blackboard), and customer relationship management systems.

• Strong interpersonal and communication skills

• Knowledge of student success strategies, equity-minded practices, and caseload management

• Proficiency in Microsoft Word, Excel, and Office 365

• Fluent in Spanish and English (verbal and written)

Competencies:

• Academic Student Support - Understand academic support systems to provide guidance and connect online students with relevant resources.

• Communication Skills - Clear, compassionate, and effective communication, both written and verbal, to connect with students of diverse backgrounds.

• Relationship Building - Skill in establishing trust and rapport with students, as well as faculty and staff to create a supportive community.

• Cultural Competency - Awareness and sensitivity to diversity, equity, and inclusion, ensuring that all students and colleagues feel supported.

• Technology Proficiency - Comfortable with learning management systems (LMS), customer relationship management systems, advising platforms, and digital communication tools to facilitate online coaching.

• Problem-Solving Skills - Ability to identify barriers to student success and proactively develop solutions or direct students to appropriate resources.

• Time Management and Organization - Strong organizational skills to manage caseloads, set appointments, and track student progress effectively.

• Data Analysis - Familiarity with tracking and interpreting student success metrics to monitor progress, identify at-risk students, and inform coaching strategies.

• Motivational and Empowerment Techniques - Using techniques like motivational interviewing and goal setting to help students stay motivated and achieve milestones.

• Crisis Intervention - Ability to recognize and respond to signs of student distress and refer them to appropriate resources when needed.

• Collaboration - Competency in working closely with academic advisors, faculty, and other student support services to address online student needs comprehensively.

• Adaptability - Flexibility in responding to students' changing needs and staying current with best practices in online student engagement and support.

• Self-Motivation and Initiative – Driven and efficient, with the ability to anticipate challenges and take proactive steps to address them, ensuring tasks are completed successfully.

Work Hours and Location

This is a full-time position with a 37.5-hour regular workweek. Flexible hours may be considered between the hours of 8:00 AM and 6:00 PM, Monday through Friday with business needs in mind. This position’s team is based at the Belknap Campus; however, this job is primarily remote. The selected candidate should reside in or near Louisville, KY, as occasional on-campus attendance will be required for intermittent training, departmental meetings and in-person collaboration.

Please include a cover letter and three professional references with your resume, combined

as one PDF document.

Targeted hourly wage is $20.51/hour.

Compensation will be commensurate to candidate experience.

Equal Employment Opportunity

The University of Louisville is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard torace, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity and expression, marital status, pregnancy, or veteran status. If you are unable to use our online application process due to an impairment or disability, please contact the Employment team atemployment@louisville.eduor 502.852.6258.

Assistance and Accommodations

Computers are available for application submission at the Human Resources Department located at 215 Central Avenue, Ste 205 - Louisville, Kentucky 40208.

If you require assistance or accommodation with our online application process, please contact us by email atemployment@louisville.eduor by phone 502-852-6258.