Academic Coach
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Job Description
Academic Coach guiding Capella learners through academic planning, risk mitigation, and degree completion. Using personalized coaching, analytics, and cross-functional collaboration to improve learner persistence and success.
Responsibilities:
- Serve as the primary contact for learners from matriculation through program completion
- Manage a pipeline of learners through coaching, motivation, mentoring, barrier removal, issue resolution, completion strategies, and progress monitoring
- Develop academic plans aligned with program requirements and learners’ educational and career goals
- Use advising tools, systems, software applications, program analytics, and outreach protocols to drive learner engagement
- Provide personalized outreach and solutions at key milestones and in response to learner behaviors
- Help learners navigate program and plan changes, and align educational and financial plans with degree completion
- Provide resources and refer learners to university support services
- Proactively contact at-risk learners and mitigate barriers affecting persistence, success, and completion
- Coach learners through disruptive life events and challenges
- Respond through phone, voicemail, chat, email, casework, and social media
- Document learner interactions accurately according to departmental best practices
- Collaborate with faculty, chairs, academic leadership, and university teams to resolve escalated learner issues and conflicts
- Serve as a subject matter expert on programs, processes, and policies
- Monitor and communicate trends affecting learner persistence, success, and completion
- Support program, process, and policy training for faculty and staff
- Identify program, process, and policy gaps and participate in developing solutions
- Build professional relationships across the business and participate in projects, initiatives, and cross-functional training
- Research issues and trends in other higher-education institutions
Requirements:
- Two to four years of professional experience using advanced coaching, critical thinking, and problem-solving skills preferred
- Experience working with adult learners and/or faculty preferred
- Bachelor's degree from an accredited institution required
- Master's degree preferred
- Doctoral degree preferred for Doctoral Advisors
- Foundational understanding of advising from educational and career perspectives
- Excellent written and verbal communication skills
- Ability to communicate through a variety of channels and systems
- Ability to learn new computer software applications quickly
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook
- Ability to understand key metrics and use self-service reporting tools to monitor and share data
- Ability to manage sensitive and confidential information
- Ability to work effectively with diverse populations
- Ability to manage conflict and challenging learner interactions
- Ability to prioritize, multitask, work independently and collaboratively, and meet deadlines
- Must be flexible in work hours and schedule to accommodate learner needs
- Must be able to spend significant time working at a computer and on the phone using a headset
- Must be able to travel 0–10% of the time
- Must be able to lift 20 lbs
- Must be able to work above 40 hours per week during peak periods or when business needs warrant
- Regular, dependable attendance and punctuality are essential
Benefits:
- Medical, dental, vision, life and disability plans
- Well-being incentives
- Parental leave
- Paid time off
- Certain paid holidays
- Tax saving accounts (FSA, HSA)
- 401(k) retirement benefit
- Employee Stock Purchase Plan
- Tuition assistance
- Entertainment and retail discounts
- Overtime pay for eligible non-exempt employees
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