• Interviews and hires Student Success Coaches using approved processes. Develop all new hire training materials and on-boarding plans. • Supervises, trains, and evaluates the Student Success Coaches, providing ongoing one-on-one professional development and performance feedback based on KPIs. • Assigns the Student Success Coach team to the retention and outreach of students through the student life-cycle up to graduation. • Develops and implements advising best practices, protocols, and quality assurance measures to assist Student Success Coaches to meet the department and institution goals. • Acts as a subject matter expert and conduct ongoing group and one-on-one training as needed to ensure Student Success Coaches develop the critical skills to perform their jobs, including a deeper understanding of full-service advising. • Routinely conducts call reviews to ensure Student Success Coaches follow the prescribed onboarding and student escalation protocols. • Works collaboratively across departments to ensure student concerns are addressed timely and within policy guidelines. • Assigns student caseloads and manage team workflows to ensure equitable distribution and coverage. • Manages escalated student concerns and reports them to the Director, as needed. • Develops and implements engagement activities for the team to foster positive morale and a student-centric environment that aligns with the college’s core values of passion, innovation, social responsibility and integrity. • Coordinates with the Director on creation and implementation of department policies and procedures. • Collaborates with the Director and team on the design, schedule and delivery of communication to students to foster student engagement and support.