Academic Coach

Role overview

The Academic Coach is the main point of contact for learners from orientation through program completion. This role focuses on helping students stay engaged, overcome obstacles, and make steady progress toward graduation. The coach uses mentoring, motivation, issue resolution, and personalized guidance to support learner success and persistence.

In this position, you will provide tailored outreach at important milestones and whenever learner behaviors indicate a need for support. Each interaction is intended to uncover needs, offer practical options, and help learners make informed decisions that match their goals. You will also partner with faculty and other university teams to resolve concerns and create workable paths forward for learners facing challenges.

Academic planning and learner engagement

You will help learners create academic plans that cover all program requirements, support the most direct path to completion, and align with educational and career objectives. The role requires use of tools, systems, and software to strengthen advising effectiveness and engagement. You will build trusted relationships with learners, use analytics and outreach guidelines to guide meaningful conversations, and help learners adapt to program or plan changes, including institution-driven changes.

You will also review how a learner’s educational and financial plans connect to degree completion, connect learners to university resources, and assess needs so they can make clear and informed decisions about their academic path.

Progress monitoring and risk support

A key part of the job is proactive outreach to learners who may be at risk because of low engagement, academic standing issues, pace concerns, incomplete courses, or gaps in competency development. You will identify barriers that could affect persistence and completion, coach learners through disruptive life events, and help them work through challenges with practical solutions.

This position involves coordinating with faculty, academic leadership, and learner-facing teams to resolve concerns, including escalated cases and conflict situations. Communication may happen through phone, voicemail, chat, email, casework, and social media.

Communication, documentation, and subject-matter support

You will document learner interactions accurately and in line with departmental standards. The role also requires serving as a subject-matter resource on university programs, processes, and policies during meetings, committees, and informal discussions. You may help identify trends affecting persistence and completion, share those insights with learners, and contribute to training for faculty and staff.

Additional responsibilities include spotting opportunities to improve programs or processes, collaborating with stakeholders on solutions, building strong cross-functional relationships, participating in departmental and broader initiatives, joining training efforts, and staying current on developments and trends across higher education institutions.

Skills and work style

This role calls for strong results orientation, sound judgment, relationship-building ability, and comfort working in a fast-moving environment. You should be able to interpret key metrics, use reporting tools, balance learner needs with university priorities, manage confidential information carefully, and think critically to develop action plans and personalized solutions. The role also requires excellent communication, the ability to work with diverse populations, conflict management, resilience, self-direction, and strong time management.

Technical needs include proficiency with Microsoft Office tools such as Word, Excel, and Outlook, plus the ability to learn new software quickly and communicate effectively across multiple channels and systems. A solid understanding of advising from both educational and career perspectives is expected.

Work environment and physical requirements

This position requires substantial time at a computer and using a headset on the phone. Work hours must remain flexible to support learner needs, and the role may require more than 40 hours per week during peak periods or when business needs increase. The standard setting is an office environment, with movement within the office including between floors. Travel by plane, car, or metro may occasionally be needed.

Additional physical and operational expectations include the ability to lift up to 20 lbs, travel 0-10% of the time, maintain regular dependable attendance and punctuality, and handle stressful situations with strong mental focus. The responsibilities and marginal duties may be adjusted as needed.

Compensation and benefits

The expected starting pay for this role is $25.00 per hour. The stated pay range is $22.25 to $33.75 per hour. The final offer may vary depending on job-related knowledge and skills, experience, business needs, geographic location, and internal pay equity.

Employees scheduled for 30 hours or more per week are eligible for a benefits package that includes medical, dental, vision, life and disability coverage, well-being incentives, parental leave, paid time off, select paid holidays, flexible spending and health savings accounts, a 401(k) retirement plan, an employee stock purchase plan, tuition assistance, and entertainment and retail discounts. Non-exempt employees may also qualify for overtime pay when applicable.

Equal opportunity and accommodation

The employer maintains an inclusive, collaborative hiring approach and considers applicants from all backgrounds. Candidates who need a reasonable accommodation to complete the application process may contact the Human Resources Department.

Additional notes

Regular, dependable attendance and punctuality are essential parts of this position. Other essential and marginal job functions may be updated as needed.