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Student Engagement and Success Manager

Job Description

The primary purpose of the Student Engagement and Success Manager is to provide a progressive and simplified one-stop student experience across the areas of financial aid, student accounting, registrar, academic support, and admissions. Central to the position is to promote a culture of customer service, student satisfaction, retention, and student success. The Student Engagement and Success Manager provides friendly, professional, quality end-to-end service to students for all aspects of enrollment student business and is expected to be committed to improving student services and providing operational excellence across all service delivery methods. This position is the lead role for advising on complex issues and problems regarding student enrollment progress and financial matters and utilizing professional judgment in resolving issues. This position reports to the Director of Propel Career Academy.


  • Serve as lead management within the SIS and learning module platforms, meticulously tracking and prioritizing cases to ensure timely resolution. Responsible for ongoing training and support of software instructors.
  • Administer and maintain a comprehensive payment plan program, including creating, communicating, and enforcing payment schedules.
  • With direction from the Director, engage in partnerships with external organizations, financial institutions, and scholarship providers to broaden the range of financial resources accessible to students.
  • Responsible for the day-to-day One Stop operations to ensure that the volume of enrollment-related student service, inquiries, and requests are addressed promptly, accurately, courteously, and helpful.
  • Counsel, advise, investigate, problem-solve, and resolve questions and challenges from students, parents, and staff concerning student support services, through both in-person and virtual pathways.
  • Student success coaching caseload for new and continuing students, providing student success services assistance to students, which includes academic probation recovery, academic success strategies, course withdrawal, career and academic success planning, early alert recovery, and individual academic consultation.
  • Assist in managing and developing student communications related to student support services and engagement.
  • Assist in the management and development of social media marketing.
  • Continuously foster a student-service-oriented culture by promoting a strong commitment to meeting student needs, ensuring their success, and continuously improving their experience throughout their journey. Ensure the services provided place students at the forefront of the decision-making processes.
  • Carefully adhere to all institutional, state, and federal guidelines and regulations, including FERPA, and participate in professional development continually to stay compliant.

Duties and Responsibilities

  • Minimum required: Bachelor’s Degree (or higher) in any field of study.
  • Work experience sufficient to perform the responsibilities of the position
  • Preferred Experience:
  • Experience providing academic counseling/coaching
  • Experience working with Blackboard
  • Experience working with a Student Information System
  • Ability to work effectively with students
  • Possess excellent communication and leadership skills
  • Ability to effectively manage relationships with staff and instructors
  • Ability to interpret statistical reports and prepare statistical reports when necessary.
  • Exhibits a strong positive attitude and ability to foster teamwork