Student Progression Coordinator

Purpose

The Student Progression Coordinator is the central point of contact for Student Success & Progression — Campus and Online alike. This is a cross-pod, front-of-house operations role; it does not carry a Lifecycle Pod assignment or an advising caseload. The Coordinator owns every incoming and outgoing communication channel — phone, the general Student Progression email inbox, and Student Hub walk-in traffic — answering what it can directly and routing everything else to the correct lifecycle Pod (Start, Persist, or Complete) or Progression Advisor, so Advisors can stay focused on advising rather than managing incoming traffic themselves.

The Coordinator also directly supervises student worker support at the Student Hub front desk. This is a redesigned position that replaces the former Student Engagement Coordinator role and is intentionally narrower in scope — it does not include event programming, the Student Affairs Newsletter, or other student engagement initiatives.

• Answer all incoming calls to Student Progression.
• Place outbound calls to return voicemails and follow up on missed inbound contact attempts within the same business day.
• Support Pods with outbound calling capacity as needed — appointment reminders, missed-contact follow-up, and day-of confirmations for both Campus and Online students.
• Identify the nature of each call and route it to the correct lifecycle Pod (Start, Persist, or Complete), Progression Advisor, or outside department.
• Monitor the general Student Progression email inbox daily; answer routine inquiries directly and triage or forward anything requiring a Pod or Advisor promptly.
• Check voicemail on all Student Progression lines daily and return via outbound call, or forward the message to the correct recipient.
• Maintain a professional, courteous tone across every communication channel.

• Greet all students who walk in to the Student Hub and determine the purpose of their visit.
• Answer general questions regarding student success procedures directly, or route to the correct Pod, Advisor, or department.
• Coordinate with Progression Advisors to confirm availability for walk-in students requesting an in-person meeting.
• Schedule advising appointments as needed for both Campus and Online students.
• Assist with outbound student outreach in the absence of an assigned Advisor.

• Supervise student workers assigned to the Student Hub front desk.
• Train student workers to assist in-person students only — answering general questions or directing students to the correct Pod, Advisor, or resource.
• Ensure student workers escalates any walk-in inquiry beyond their scope directly to the Coordinator or an available Advisor.
• Student workers do not manage phone calls, emails, or voicemail triage — these responsibilities remain with the Coordinator.

• Coordinate and oversee the graduate audit program, ensuring timely and accurate scheduling of audited courses.
• Update and maintain communication trackers relevant to Student Progression operations, Campus and Online.
• Maintain the integrity of the Los Angeles Film School's policies and procedures.
• Manage the daily operations of the Student Hub front desk.
• Meet Coordinator performance metrics — call answer rate, same-day inbox triage, voicemail response, and walk-in response — as tracked in the SSP performance framework.

• The following are performed by this role but are not essential functions. They…