Division: Rowan Online
Reports to: Director of Online Student Success

Position Summary

The Assistant Director of Online Student Success will play a critical role in enhancing the experience and success of online students at Rowan University by developing and managing comprehensive training programs for Rowan Online Success Coaches. This position is responsible for building a scalable, structured onboarding program, standardizing academic training content, and leading professional development initiatives for Success Coaches. Additionally, the Assistant Director will collaborate with academic and administrative departments to ensure online students receive the support they need to thrive.

Essential Duties and Responsibilities

• Design, implement, and continuously refine a repeatable, frequently updated onboarding program for Success Coaches to ensure consistency and accuracy in student support.

• Participate in the development/procurement and implementation of a holistic student coaching methodology.

• Develop standardized academic training for undergraduate and graduate programs, covering course sequencing, academic requirements, and key institutional policies.

• Expand training content to include student resources, financial aid, military/veteran services, and other relevant topics, creating a "One-Stop Shop" for online students.

• Conduct quality assurance and assessment of Success Coaches, including evaluating effectiveness, identifying training gaps, and implementing continuous improvement strategies.

• Engage with students as needed in special or escalated situations and/or through a limited caseload, providing guidance and support in alignment with the department’s advising and coaching framework.

• Collaborate with department chairs and faculty to identify and address any specialized requirements for online students.

• Ensure Success Coaches are equipped with the skills and resources to provide proactive, high-impact student support.

• Assist unit leadership in identifying, implementing, and optimizing key systems and processes, including telephony, appointment scheduling, student support tracking, and workforce management.

• Develop and manage ongoing professional development opportunities for Success Coaches to enhance their effectiveness and adaptability.

• Analyze data and trends in student support to inform decision-making and improve the Rowan Online student experience.

Required Qualifications

• 3-5 years of experience in academic advising, counseling, student success, or student affairs, preferably in a higher education setting.

• Master’s degree in Higher Education, Counseling, Student Affairs, or a related field.

• Demonstrated ability to create and deliver training programs.

• Experience collaborating across university functions, including academics, advising, financial aid, and student services.

• Strong organizational, analytical, and project management skills, with the ability to thrive in a fast-paced, rapidly growing work environment.

Preferred Qualifications

• Familiarity with online student success theory and research, coaching frameworks, and best practices.

• Experience working with non-traditional, adult, and/or online students in a university environment.

• A technological disposition, with the ability to quickly learn and adapt to new systems, tools, and platforms to enhance and/or automate workstreams.

• Proficiency with student information systems, CRM platforms, and advising tools (e.g., Starfish, Banner).

• Excellent interpersonal, written, and verbal communication skills.

Work Environment & Expectations

This position is based on Rowan University’s main campus in Glassboro, NJ. Rowan Online follows a hybrid working schedule requiring a minimum of three in-person days per week, including one or more designated core in-office days weekly to foster collaboration and team engagement. Additional in-office days may be required based on operational needs.