CE Student Success Coach PDO Team Lead

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Job Posting Title:

CE Student Success Coach PDO Team Lead

   

Position Type:

Professional / Unclassified

   

Department:

LSUAM Online - CERLS - Recruitment & Retention Team (Allyson C. Romero (00086684))

   

Work Location:

LSU - Baton Rouge

   

Pay Grade:

Professional Hourly

   

Job Description:

The CE Student Success Coach Professional Development Online Team Lead acts as a liaison between the learner and various internal and external contacts throughout the learner's experience by providing personalized support to ensure a learner-centered experience is maintained. Staff must resolve complex learner issues, work within a Recruitment & Retention division, understand the OCE "big picture," and be able to work with learners to assist them to their next goal within the division or outward. The position requires flexibility, commitment to world-class customer services, and execution of OCE strategic plan. The PDO Team Lead also coaches the CE PDO retention team by providing guidance, and ensuring caring learner support by the PDO SSC team so that learners have a seamless learning experience and supports the team in meeting their personal KPIs.

Job Responsibilities:

Provides high-quality support to Continuing Education student populations by engaging directly with their students, prospective students, and other support staff using a multi-channel approach. Owns learner issues, solves challenges, and always closes the loop with the learner. Communicates effectively with constituent departments and coordinate closely to ensure full solutions. Works towards and is also held accountable to individual and collective goals and KPIs. Meets KPIs, supports the CE PDO retention team in their progress toward KPIs, and ensures process alignment across the team. 40%

Processes reports and analyzes data. Ensures proper database management, allowing for a full picture of activities and learner's progress in CRM. Uses reports to ensure proper record movement of learners through the CE process. 30%

Provides customer service and registration assistance to general Continuing Education callers. 15%

Participates in continual professional development to ensure high levels of customer service excellence. 10%

Other duties may be assigned. 5%

Minimum Qualifications:

Bachelor's degree with 2-3 years experience in student support, higher education, customer service, or related field.

Specific Experience:

Excellent written and oral communication skills and a strong commitment to service.

Preferred Qualifications:

Master's degree with 3-5 years of experience in customer service, sales, or student support.

Specific Experience:

Knowledge of higher education recruiting or retention practices

Degree Substitute: LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply— a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Additional Requirements:

Operation Essential Personnel - This position may be asked to work during an official closure, but who is otherwise not required to report to the physical campus during a closure and whose absence does not present a risk to the safety, resources, and well-being of the campus per FASOP HR-01.

Additional Information:

Evening and weekend hours are occasionally required to provide the best service to our customers.

   

Additional Job Description:

Special Instructions:

Please provide cover letter, resume, (3) professional references and transcripts. Official transcripts are required prior to hire, if needed.

For questions or concerns regarding the status of your application or salary ranges, please contact Allyson Romero at [email protected]

   

Posting Date:

September 23, 2025

   

Closing Date (Open Until Filled if No Date Specified):

January 21, 2026

  

Additional Position Information:

Background Check - An offer of employment is contingent on a satisfactory pre-employment background check.

Benefits - LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!

Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University’s partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.

   

Essential Position (Y/N):

   

LSU is an Equal Opportunity Employer.

   

HCM Contact Information: