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Requisition: 202500339S

Occupational Category (Staff Positions Only): Technical/Para-Professional

Hiring Salary: Monthly-Staff

Department: SHSU Online

General Requirements:

Bachelor’s degree in education, communication, business, or a related field is required. Master’s degree preferred. Three years of relevant experience in online education, student outreach, enrollment services, customer service, marketing, or a related field. Experience with CRM platforms, outreach marketing campaigns, call centers, or online student success initiatives is preferred. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Nature & Purpose of Position/Usual Duties:

Performs highly advanced and complex specialist duties within the Online Student Success & Growth team through outreach to online students.

Primary Responsibilities (Staff Positions Only):

Performs highly advanced and complex online student success and outreach specialist duties through phone calls, emails, texts, events, and virtual meetings. Accountable for the execution and follow through of coordinated outreach campaigns and assisting online students through application, enrollment, and re-enrollment processes throughout the lifecycle of their program. Plans, develops, implements, and monitors outreach strategies and processes, including communications workflows, onboarding, re-enrollment, and student outreach events. Responds promptly to inquiries, ensuring a supportive and professional online student experience. Maintains a caseload of assigned online students and tracks all interactions through Customer Relationship Management ( CRM ) platforms. Helps resolve online student barriers through collaborating with campus partners (Strategic Enrollment & Innovation; Integrated Marketing & Communications; Academic Advising; Program Directors) and referring online students to additional university services when appropriate. May collaborate with campus partners to investigate, assess, and resolve complex online student concerns. Collects, reconciles, analyzes, and maintains complex outreach and enrollment data using CRM systems and other outreach tools. Evaluates performance metrics, prepares reports, and disseminates findings to inform continuous improvement. Oversees the creation and revision of online student-facing communications, content on digital platforms, forms, templates, and process documentation aligned with online student enrollment and persistence goals. Provides assistance with the interpretation and refinement of outreach-related policies and procedures. Monitors outreach-related budgets, campaigns, and project timelines, identifying emerging issues requiring adjustment, and planning resource allocation in collaboration with team leadership. Directs assignments of staff and student workers, determines priorities, and evaluates progress and deadlines. Serves as a first point of contact throughout the online student lifecycle, assisting with inquiries, guiding online students through enrollment steps, helping connect online students with appropriate university resources, and ensuring continued persistence and re-enrollment. Performs other related duties as assigned.