Student Success and Services Coordinator

Job no: 553523
Work type: Staff
Location: San José
Categories: Unit 4 - APC - Academic Professionals of California, Probationary, Full Time, Student Services

Reporting to the Senior Director of Resources and Operations and receiving work lead direction from the Associate Dean of the College of Information, Data and Society (IDS), the Student Success & Services Coordinator provides comprehensive program administration, academic advising, and student success services for a diverse body of applicants and enrolled students. The incumbent plans, conducts, and interprets qualitative and quantitative analyses (e.g., retention, persistence, time-to-degree, and survey data) to support recruitment, student success, accreditation needs, and program planning;

recommends policy and procedural improvements; and coordinates and evaluates projects and services designed to enhance student experience and outcomes. Serving as a primary liaison among College leadership, departments, and University offices (e.g., Graduate Admissions and Program Evaluation, Registrar), the incumbent exercises considerable judgment and discretion to triage student issues, ensure timely resolution, and facilitate critical information exchange.

• Investigates and prioritizes incoming student queries; researches solutions and recommends appropriate courses of action, referrals, and responses
• Provides academic advising and guidance, including review of student background and documentation to determine eligibility for campus services; anticipates student problems and addresses them proactively
• Coordinates services for applicants and students (e.g., graduation processing, grade petitions, program documentation) and maintains advising resources
• Collects, analyzes, and reports on student success metrics (retention, persistence, time-to-degree), drawing conclusions and making recommendations to achieve programmatic goals
• Gathers, analyzes, and presents exit/alumni survey findings and other trend data for faculty and administrators; prepares complex reports for accreditation reviews and program planning reviews
• Leads the development, management, analysis, and reporting on advising centers and online advising
• Develops and manages systems and materials to ensure productive and efficient services for globally distributed students; contributes to recruitment and marketing initiatives

• Ability to communicate with constituents in a professional and respectful manner; excellent customer service and public relations skills with a wide and diverse spectrum of people in online and in-person settings
• Knowledge and ability to research, collect, compile, organize, analyze, interpret, and evaluate data; skill in preparing clear written reports and presentations based on data
• Expertise in investigating and analyzing problems with broad administrative impact; ability to anticipate issues and address them proactively; ability to suggest courses of action that resolve issues and promote collegial relationships
• Skill in the research, development, implementation, and evaluation of policies, programs, procedures, and advising resources (including online tools and workshops)
• Ability to take initiative and independently plan, organize, coordinate, and perform work in situations with numerous and diverse demands; handle multiple priorities; organize and plan work and projects; train others and provide lead work direction
• Ability to maintain confidentiality and appropriately handle sensitive communications with students, employees, applicants, and external agencies

• Equivalent to graduation from a four-year college or university in a related field, including or supplemented by upper division or graduate coursework in counseling techniques, interviewing, and conflict resolution where such are job-related and three years of progressively responsible professional student services work experience. Three years of progressively responsible professional student services work experience.
• A master’s degree in Counseling, Clinical Psychology, Social Work, or a directly related field may be substituted for one…