Welcome to Career Opportunities at Lindenwood University.
PLEASE READ: For all applications, please include your resume and cover letter. You may skip the “Quick Apply” page by simply clicking “Next” at the bottom of the page. When you arrive at the “Experience” page, you may upload all desired documents using the upload box labeled “Resume/CV.” This is the appropriate box to upload all documents.
Benefits of Being a Lindenwood Employee:
- Upon hire, employer-paid tuition benefits for bachelor’s (employee, spouse, and dependent) and master’s degree programs (employee and spouse only).
- Tuition discounts for doctoral programs (employee only).
- Comprehensive benefits plan: medical, dental, vision, life insurance, disability insurance, and retirement options.
- Paid holidays: MLK Jr. day, Good Friday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving break (Wednesday – Friday), and winter break (Dec. 23 – Jan. 1).
- Free lunch Fridays: LU employees are eligible for a free meal on Fridays at the Evans Commons Dining Hall or Spellman Dining Hall; Chick-fil-A and Qdoba included.
- Professional development opportunities through the Lindenwood Learning Academy.
JOB TITLE SUMMARY
Job Title: Student Success Navigator
Division: Enrollment Management and Marketing
Evaluation Group: Staff
FLSA Status: Exempt
Reports To: Vice President, Enrollment Management
Positions Supervised: N/A
Job Summary
The Student Success Navigator is the assigned point of contact for a caseload of new undergraduate students. The Navigator stays in regular contact with each assigned student, meets with students in person/online, and acts promptly when a signal indicates that a student needs help. The Navigator’s job is advocacy supporting the student in all aspects via collaboration with appropriate staff and faculty. The position is measured on the retention and persistence of its caseload. The work suits a person who takes pride in ownership: every student on the caseload is theirs to manage collaboratively, every case is carried to completion, and every promise to a student is kept and confirmed.
Essential Job Functions and Performance Indicators
The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Job Responsibilities and Execution
- Serves as the assigned point of contact for a caseload of new undergraduate students, including first-time, transfer, readmit, and non-traditional students, through their second year
- Initiates contact with newly assigned students promptly by telephone, followed by written communication, to introduce the Student Success Navigator role and available resources
- Guides assigned students through the transition from enrollment commitment to the first day of class, including financial aid requirements, placement, orientation, housing or commuter status, billing, and system access
- Maintains proactive, regular contact with assigned students through telephone, text, email, and in-person or virtual meetings in accordance with established outreach standards
- Meets with assigned students early in each term and before registration to review student checklists, available resources, outstanding holds, and next-term registration needs
- Conducts summer outreach to assigned students between academic terms to confirm registration, account balances,
- housing arrangements, and academic plans
- Responds promptly to student success indicators, including faculty and staff alerts, survey responses, course activity, grades, missed payments, registration holds, and withdrawal requests, in accordance with established response standards
- Contacts students who initiate withdrawal requests before the requests are processed
- Completes assigned weekly outreach to address outstanding holds, account balances, and other barriers to registration
- Connects students with appropriate academic and student support resources, including academic advising, tutoring, the writing center, career services, counseling, accessibility services, and financial aid; assists with scheduling appointments and follows up to confirm connection
- Refers significant personal, medical, mental health, basic-needs, family, and behavioral concerns to the appropriate Student Affairs office in accordance with established referral procedures while maintaining responsibility for coordination and follow-up within the assigned caseload
- Documents all student contacts, alerts, referrals, and resolutions in the designated case-management system on the day they occur
Service Excellence
- Supports the mission of the University and serves as an ambassador of the Q2 culture of service excellence
- Models, supports, and holds others accountable to the University’s values
- Provides proactive, student-centered support by listening to student concerns, identifying barriers to persistence, and connecting students with appropriate University resources
- Promotes a positive student experience by providing timely follow-up, helping students navigate University processes, and ensuring concerns are directed to the appropriate offices for resolution
- Supports student retention and success by identifying emerging concerns, facilitating access to resources, and maintaining consistent engagement with assigned students
Communication, Teamwork, and Collaboration
- Communicates regularly with assigned students regarding University processes, available resources, outstanding requirements, registration needs, and steps to support continued enrollment
- Documents and communicates student concerns, outreach efforts, referrals, and outcomes through Designated case-management and reporting systems
- Collaborates with academic advising, Student Financial Services, student accounts, housing and dining, academic support services, Student Affairs, and other University offices to address student needs and facilitate timely resolution
- Coordinates with the appropriate Student Affairs offices on referred student concerns while maintaining communication and follow-up responsibilities for students within the assigned caseload
- Works collaboratively with the supervisor and Institutional Research to receive, maintain, and update caseload assignments and monitor student engagement and outcomes
- Follows established University outreach and referral protocols and consults with the supervisor regarding questions about role responsibilities, referral procedures, or appropriate service pathways
- Shares caseload activity, emerging student concerns, and outcomes with the supervisor to support coordinated outreach and continuous improvement in student support processes
Job may require other duties as assigned.
Required Qualifications – An equivalent combination of education, training, and experience will be considered. Additional requirements may be designated by position.
- Bachelor’s degree
- Demonstrated ownership of outcomes: a record of taking responsibility for a result, not a task, in a service, advising, or metrics-driven role
- Demonstrated success against individual and team goals
- Master’s degree (preferred)
- Experience in higher education advising, admission, student support, or enrollment management, or in a metrics-driven service or sales role (preferred)
- Experience with CRM, learning management, or student success platforms (preferred)
- Experience working with first-generation, Pell-eligible, non-traditional, transfer, athlete, or international students (preferred)
Knowledge, Skills, and Abilities – May be representative, but not all inclusive, of the knowledge, skills, and abilities necessary to perform this job competently.
- Takes pride in ownership; treats each assigned student’s retention as a personal result and does not hand a case off until it is resolved
- Driven and self-directed; sets the day’s calls and follow-ups without being asked and finishes them
- Detail-oriented; keeps caseload records, deadlines, holds, and balances accurate and current, and notices the small signal before it becomes a withdrawal
- Excellent follow-through; every commitment to a student has a date, an action, and a confirmation back to the student
- Clear, timely communication with students, families, and colleagues, by phone first, in writing, and in person
- Exemplary student relations skills, demonstrated by an understanding of the value of positive interactions with students, families, and colleagues
- Ability to manage several equally urgent streams of work (alerts, calls, meetings, documentation) by blocking time for each
- Ability to hold difficult conversations about grades, balances, holds, and withdrawals
- Ability to notice warning signs of withdrawal and act before the student leaves
- Understanding of FERPA and of the limits of the role as written in the referral lanes
- Demonstrated ability to work effectively with individuals from diverse communities and cultures
- Ability to learn the University’s processes in financial aid, billing, housing, registration, and academic support to the level needed to walk a student through them
- Ability to use general office software, including Microsoft Office Suite
Work Environment – Environmental or atmospheric conditions commonly associated with the performance of this job’s functions. Please click here to view Lindenwood University’s flexible work designation descriptions
- Standard-Flex
- Considerable phone and computer time, utilizing a Virtual Private Network (VPN) and Customer Relationship Manager (CRM) system
- Designated, quiet, distraction-free workspace with reliable, high-speed internet and camera for video calls
- Ability to work some evening and weekend hours, including move-in and orientation
Physical Abilities – The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Ability to work effectively at a computer for extended time daily
- Ability to sit/stand for extended periods of time
- Ability to lift/carry items commonly found in an office setting including, but not limited to, documents, laptops, keyboards, etc.
- Ability to use repetitive wrist, hand, and finger movements to type regularly
- Regular attendance is a necessary and essential function
For fully remote positions, candidates must reside in or be willing to relocate to one of the following states in which Lindenwood University is authorized to employ:
- Arizona
- Arkansas
- Florida
- Georgia
- Illinois
- Indiana
- Iowa
- Kansas
- Kentucky
- Louisiana
- Michigan
- Missouri
- Nebraska
- Tennessee
- Texas
- Utah
- Virginia
Equal Opportunity Employer
Lindenwood University is an Equal Opportunity employer. The University complies with appropriate federal, state, and local laws and provides equal employment opportunities and access to educational programs without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Lindenwood University is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free educational work environment.
