Academic Coach

Role overview

The Academic Coach is the main point of contact for learners from orientation through program completion. In this role, you will guide, encourage, and mentor students as they move through their academic journey, helping them stay engaged, overcome obstacles, and make steady progress toward graduation.

You will support learners with personalized outreach, help them clarify decisions, and connect them with solutions that match their goals and motivations. The role also involves partnering with faculty and university teams to resolve concerns, address barriers, and strengthen learner success and persistence.

Academic planning and learner engagement

• Work with learners to build academic plans that include all program requirements and support the most direct route to completion.
• Use tools, systems, and software to strengthen advising and learner engagement.
• Develop strong relationships that encourage persistence, participation, and success.
• Use program data and outreach guidelines to lead meaningful, goal-focused conversations.
• Help learners adjust to program changes and understand institution-driven changes.
• Review how educational and financial plans align with degree completion.
• Share resources and refer learners to university support services when appropriate.
• Assess learner needs and help them make informed choices about their next steps.

Progress tracking and risk reduction

• Reach out proactively to learners who may be at risk due to low engagement, academic standing, slower pace, incomplete courses, or competency gaps.
• Identify barriers that could affect persistence, completion, or overall success.
• Coach learners to solve problems directly and help coordinate resolution with faculty, academic leaders, and learner support teams.
• Support learners through disruptive personal events and other challenges.
• Offer options tailored to the learner’s specific situation.
• Use multiple communication channels such as phone, voicemail, chat, email, case systems, and social media.
• Work with faculty, chairs, and other university leaders to resolve escalated situations and support conflict resolution.

Communication and documentation

• Communicate with learners through several channels, including phone, voicemail, chat, email, casework, and social media.
• Keep accurate and timely records of learner interactions according to departmental standards.

Program, process, and policy expertise

• Act as a subject matter expert on university programs, processes, and policies in formal and informal settings.
• Track trends that affect persistence, success, and completion, and discuss obstacles with learners.
• Help create training for faculty and staff related to programs, processes, and policies.
• Identify process or policy gaps respectfully and contribute to improvement solutions with stakeholders.
• Build trusted relationships across the organization.
• Take part in projects and initiatives that support department goals.
• Contribute to departmental and cross-functional training efforts.
• Research trends and issues in higher education to stay informed.

Core skills and working style

• Use reporting tools and performance metrics to monitor progress and share data.
• Influence positive learner behavior and outcomes within a team-based setting.
• Balance learner needs with institutional priorities using sound judgment and business awareness.
• Handle complex learner situations with discretion, ethics, and confidentiality.
• Adapt quickly in a fast-changing and high-pressure environment.
• Think critically, build action plans, and develop tailored solutions.
• Communicate clearly in writing and speaking across different channels and systems.
• Work effectively with diverse learners, staff, faculty, and leaders while managing conflict and maintaining accountability.
• Organize time well, manage competing priorities, and follow through independently and collaboratively.
• Demonstrate resilience, self-awareness, and a commitment to continuous improvement.
• Learn new software quickly and use Microsoft Word, Excel, and Outlook effectively.

Work location and physical requirements

• This is an onsite role.
• Significant time will be spent at a computer and on the phone using a headset.
• Work schedules must be flexible to meet learner needs.
• Hours may exceed 40 per week during peak periods or when business needs require it.
• Regular, dependable attendance and punctuality are required.
• Work may involve a typical office environment, movement within the office, and occasional travel by plane, car, or metro.
• The role may require travel for 0–10% of the time.
• Ability to lift up to 20 lbs is required.

Experience and education

• Two to four years of professional experience is preferred, especially in coaching, critical thinking, and problem solving.
• Experience working with adult learners and/or faculty is preferred.
• A bachelor’s degree from an accredited institution is required.
• A master’s degree is preferred.
• A doctoral degree is preferred for Doctoral Advisors.
• Preferred academic backgrounds include student development, college student personnel management, educational psychology, counseling psychology, social work, student affairs, or higher education, depending on school and program assignment.

Compensation and benefits

The expected starting pay is $25.00 per hour. The posted salary range is $22.25 to $33.75 per hour. Final pay may vary based on skills, experience, business needs, location, and internal pay equity.

This is a non-exempt position, so overtime pay may apply where eligible.

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, certain paid holidays, FSA and HSA tax-saving accounts, a 401(k) retirement plan, an employee stock purchase plan, tuition assistance, and entertainment and retail discounts.

Additional requirements and notes

• Travel may be required as part of the role.
• Must be able to cope effectively with stressful situations.
• Strong mental acuity is expected.
• Other essential and marginal duties may change over time.
• Reasonable accommodations can be requested through the Human Resources Department.