Student Success Operations Specialist

Under general supervision, the Student Success Operations Specialist provides front-line administrative, customer service, and technology support for the Student Success team. This position serves as a welcoming first point of contact for students, employees, and visitors seeking assistance with student success services, academic support resources, student technology platforms, and general college processes. The Student Success Support Specialist assists Student Success Navigators by helping students access appropriate resources, schedule appointments, navigate college systems, complete routine forms or processes, and connect with the appropriate campus offices.

This position supports proactive student communication, accurate recordkeeping, and efficient day-to-day operations that contribute to student persistence, completion, and overall success. This position serves as the primary operational support for Student Success workflows. Well-qualified candidates will have a strong background in customer service, technology and computer skills, organization, communication, and problem-solving. The position requires professionalism, attention to detail, and the ability to work effectively with diverse student populations in a fast-paced, student-centered environment.

Essential Duties:

* Serve as a welcoming and professional first point of contact for students, employees, and visitors seeking assistance from the Student Success team.

* Respond to student questions in person, by phone, email, and other communication platforms.

* Assess student needs and direct students to the appropriate Navigator, department, or campus resource based on the nature and urgency of the request.

* Provide general information regarding student success services, academic support resources, college processes, and campus referrals.

* Assist students with basic navigation of college technology systems, including the student portal, Canvas, registration tools, degree planning tools, and other student-facing platforms.

* Provide administrative support to Student Success Navigators and department leadership.

* Support routine data entry, document tracking, filing, and record maintenance.

* Assist with monitoring shared inboxes, calendars, appointment scheduling systems, and general office workflows.

* Maintain Student Success technology systems and assist with day-to-day operational management

* Assist with routine student outreach related to appointments, reminders, registration, early alerts, progress reports, deadlines, and student success initiatives. Resolve routine student concerns independently while escalating complex issues appropriately

* Update and distribute recurring student success reports

* Assist with operational quality control of student success processes.

* Follow up with students regarding missing information, incomplete steps, or referrals to campus resources.

* Support communication campaigns designed to improve student engagement, persistence, and completion.

* Document outreach attempts and student responses accurately and promptly.

* Alert Student Success Navigators or appropriate staff when students present concerns requiring additional support or intervention.

* Communicate clearly, professionally, and respectfully with students, employees, and the public.

* Manage multiple tasks and priorities while maintaining accuracy and attention to detail.

* Maintain a positive working relationship with colleagues and campus partners.

* Perform other duties as assigned.

The preceding duties are examples of the essential types of work performed by positions within this job classification but are not all inclusive. Management reserves the right to add, modify, change or rescind work assignments as needed.

Required Qualifications:

* High school diploma or equivalent required.

* Strong customer service skills and ability to work effectively with students, employees, and the public.

* Proficiency with computers, Microsoft Office/365, email, internet-based systems, and general office technology.

* Demonstrated ability to learn complex software systems quickly and accurately, and navigate student information systems, scheduling systems, and other college technology platforms.

* Ability to interpret reports, maintain data accuracy, and work across multiple technology platforms simultaneously.

* Experience supporting business processes through technology, workflow management, or operational coordination.

* Strong written and verbal communication skills.

* Strong organizational skills and attention to detail.

* Ability to manage multiple priorities in a busy office environment.

* Ability to maintain accurate records and documentation.

* Ability to maintain confidentiality and exercise sound judgment.

* Demonstrated commitment to working with diverse student populations.

Preferred Qualifications:

* Experience in administrative support or office management.

* Experience working in higher education, student services, enrollment services, advising support, customer service,…