Guided Onboarding Specialist; Student Services Generalist

INDIANA UNIVERSITY ONLINE (UA-OEC-IUBLA)

Indiana University Online is dedicated to maintaining the academic integrity of an Indiana University (IU) degree while expanding online education offerings to students locally, nationally, and internationally. As a university-wide office, IU Online provides strategic leadership in delivering online education, leveraging IU's scale, resources, and reputation. In alignment with the IU 2030 Strategic Plan, IU Online is committed to growing student enrollment to 25,000 in online programs by developing innovative programs and services in collaboration with IU's campuses.

IU Online, under the Office of the Vice President for Regional Campuses and Online Education (VPRCOE), partners with IU's academic units, as well as UITS' Learning Technologies (LT) for instructional design and learning technology and with University Communications and Marketing (UCM) for marketing, to develop, launch, and maintain online programs. As of Fall 2025, IU Online offers 203 academic programs, 57 of which are collaborative academic programs across IU's 9 campuses with an enrollment of 10,385 students.

The office manages admissions, recruitment, student services, administration, advising, reporting, program and assessment support, and compliance for online programs.

• Reports to the Associate Director for Online Student Services and serves as a member of the branded Guided Onboarding (GO) team within IU Online.
• Navigates the student experience from admission to enrollment and provides proactive concierge service to connect online students to resources and next steps.
• Builds strong collaborative relationships with campus‑based departments and resources. Works cross‑functionally to ensure a seamless student experience and connection with resources.
• Serves as a full‑service onboarding and orientation partner for new online students. Thoughtfully considers and curates all university campus processes to present to IU Online students.
• Provides proactive multi‑modal outreach to assigned caseload of newly admitted IU Online students, post admission.
• Supports connection to vendor student services for IU Online students. Supplement personal outreach with online technology and action‑oriented CRM/Salesforce communications.
• Tracks student interactions within the CRM.
• Seeks and executes on opportunities to build online students' sense of belonging to the campus of enrollment and the IU Online community.
• Identifies and proposes solutions for uncovered areas of opportunity in the student experience.
• May customize and revise onboarding materials, modules, and processes based upon interactions and experiences with students to increase engagement and best integrate online student community.

• Develops and implements programs and initiatives that touch on various/multiple student‑related goals, such as enhancing and reinforcing academic engagement and experiential learning; increasing student engagement, wellness, and involvement; fostering learning, inclusion, and development; supporting students in crisis and adversity; and improving the student campus experience. Interfaces directly with students by attending student programming events, advising student organization leaders, meeting 1‑on‑1 to discuss areas of concern on campus, and gathering satisfaction feedback from student participants to implement into future student services initiatives and objectives.
• Collaborates with staff in own department and other departments, as well as academic and campus leaders, on shared student services goals, often coordinating funding to sponsor student programs and initiatives.
• Projects outcomes for services offered at the program, department/division, or campus level. Measures and evaluates effectiveness of student services against projected outcomes; may prepare reports on impact to students and budget and may present to stakeholders on effectiveness and to secure funding for initiatives moving forward.
• May serve on committees and perform student services research across the field of higher education and at peer institutions to identify and recommend best…