The Student Success Case Manager supports strategic recruitment, retention and graduation initiatives. Serves as an advocate for students navigating administrative and academic processes, with a focus on students with some credits and no degree. Also serves as a liaison for partners in enrollment and student success teams in Extended Studies and academic departments to create a cohesive, transparent experience for students from the time of inquiry to graduation.

Supporting Every Student at Every Stage: From the moment students consider becoming a Bronco to the moment they walk across the stage at commencement, programs and resources in Student Affairs and Enrollment Management support and enrich their journey to and through college.

Recognized subject matter expert who applies acquired job skills to help students navigate university policies, processes and procedures. Independently performs the full range of responsibilities within the function; requires deep job knowledge of areas typically obtained through higher education combined with experience. Manages projects or processes and analyzes problems/issues of diverse scope and complexity and determines solutions. May manage programs that include formulating strategies and administering policies, processes, and resources; functions with a high degree of autonomy. Influences others regarding policies, practices and procedures.

60% of Time Student Success Case Specialist, Senior will:

• Interpret academic policy, rules and regulations. Problem-solve a variety of student related issues that will involve fact-finding, communicating with field experts, creating options, and deciding final action.
• Demonstrate a high level of maturity and independent judgment when working with various constituencies to analyze and evaluate the needs of the student, accurately assess the situation, determine appropriate information and referrals, exercise discretion to resolve issues, and tailor the message to fit each unique situation.
• Be a functional expert of student services information related to admission, registration, application to candidacy, academic adjustments, academic appeals, application for graduation, graduation, credit transfer, degree requirements, academic success/support, tutoring, financial aid, fee payment, course materials/tests and serve as a primary contact and advocate for students needing these services. Promote student success by offering direct guidance, advocacy and/or good referrals.
• Assist students with academic and administrative challenges, including problem-solving and conflict resolution. Provide timely and accurate follow-up through issue resolution.
• Coach students through administrative and academic difficulties, developing a growth mindset and improving academic beliefs and behaviors to achieve success. Facilitate communication between students, faculty, and staff.
• Coordinate with various departments to ensure smooth student transitions.

35% of Time Student Success Case Specialist, Senior will:

• Cultivate partnerships with faculty, staff, and administrators university-wide.
• Coordinate with partners in enrollment and student success teams in Extended Studies and academic departments.
• Project management and data mining for students with some credits and no degree.
• Lead efforts to create a unified, intentional communication and re-engagement plan for stop-out students.
• Encourage student feedback regarding overall experience and elevate feedback for continued service, process and system improvement.
• Collect, display, analyze, and describe data for accurate record keeping and assessment and process improvement.

5% of Time Student Success Case Specialist, Senior will:

• Perform other duties as assigned.

• Ability to communicate with students and staff at a distance (phone, email, virtual conferences) and in person.
• Knowledge of university policies, process and procedures. Ability to support and advise students throughout the admission, onboarding, enrollment and graduation cycles.
• Excellent customer service skills. Knowledge of people management; ability to defuse tension, resolve conflict and connect with individuals from all backgrounds."
• Ability to establish and maintain effective working relationships with and elicit cooperation from colleagues, members of external groups, and co-workers on complex issues.
• Effective organization, communication and time management skills.
• Ability to multitask and prioritize work and create processes to efficiently serve students and track success.
• Ability to work in a manner that is reliable, dedicated, productive and exhibits strong self-initiative.
• Strong documentation skills and ability to analyze information and make informed decisions.

Bachelor’s Degree OR Equivalent plus 5 Years Relevant Experience

Preferred Qualifications:

• Cover letter detailing interest in the position
• Professional resume
• Three professional references including at least one current or former direct supervisor

Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho’s Treasure Valley at https://www.boisestate.edu/about/