Online Student Concierge

Objective

Reporting to the Associate Dean of Online Academics, this position is responsible for providing personalized, proactive support and coordination for students throughout their academic journey, serving as a primary point of contact to maximize student potential for success, retention, and graduation through individualized assistance and comprehensive resource coordination.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Develop and implement a comprehensive student-success strategy for Moody Online students, initially focusing on Business students, from matriculation and enrollment through graduation
• Serve as primary point of contact providing concierge-level service and coordinating support across multiple departments
• Provide proactive outreach and personalized support to assigned student caseload, including regular check-ins and individualized success plans
• Monitor academic progress through early alert systems and collaborate with faculty/advisors to identify and support at-risk students
• Develop individualized success plans and interventions based on student needs and risk factors
• Connect students with campus resources (tutoring, counseling, financial aid, career services) and advocate for student needs
• Track and analyze student success metrics to improve retention, engagement, and graduation rates using evidence-based strategies
• Build and manage the student success department, including recruiting/training staff, establishing processes, and managing budget/ROI
• Lead strategic initiatives independently while collaborating with Associate Dean on priorities and institutional goals
• Evaluate priorities effectively and take decisive action in fast-paced, ambiguous environments
• Be prompt in submission of reports and other required information
• Establish annual performance goals and commit to professional development based on review outcomes
• Be engaged in professional development and research
• Develop and facilitate awareness and growth on topics such as retention, wellness, and campus engagement for Moody Online administration, faculty, and staff as needed
• Perform other duties as assigned

Minimum Requirements

• Bachelor’s degree required.
• Minimum two years of experience in higher education student services, advising, or student success, with knowledge of student development theory, retention best practices, and FERPA compliance.
• Demonstrated ability to integrate faith-based perspectives into student support services.
• Strong interpersonal and communication skills with proven ability to build rapport, work effectively across departments, and support diverse student populations with cultural competency.
• Demonstrated emotional intelligence, empathy, and a student-centered approach to support and retention.
• Proficiency in CRM software (preferably Salesforce), student information systems, data management, and Microsoft Office Suite.
• Strong organizational skills with the ability to work independently, manage multiple priorities, and maintain attention to detail.
• Authorized to work in the U.S. without sponsorship.

Preferred Requirements

• Master's degree in Higher Education Administration, Student Affairs, Customer Service, or related field
• Experience with at-risk populations and intervention strategies
• Background in data analysis and outcomes assessment with familiarity in customer service or concierge-level support
• Training in cross-cultural engagement for student success
• Certification in student success or related professional development programs
• Knowledge of financial aid processes and regulations with willingness to engage in professional development and represent the institution in student success initiatives

Work Environment/Conditions

Moody Bible Institute is a Christian-based Higher Education and Media Ministry. We exist to equip people with the Truth of God’s Word. If you are mission-minded, and have a servant’s heart, join us as we look to further impact the Kingdom of God.

This role can either be worked remotely (if outside Chicagoland) or a hybrid from both the Chicago campus and from home (within Chicagoland).

This role requires proficiency with standard office technology including computers, digital communication platforms, and online collaboration tools.

Hours: Flexible schedule, Monday-Friday including engagement with students as needed over week-ends and holidays

Travel: Minimal travel expected for conferences, partnership meetings, and occasional in-person events

Additional Information

Moody Bible Institute is a Christ-centered, multicultural community that values and seeks faculty and staff who are committed to diversity, work effectively with diverse populations, and engage others in ways that honor our rich cultural mosaic and biblical foundation. Candidates must align with MBI’s Christian identity. Employees are expected to sign a Statement of Faith and adhere to the Community Standards.

We comply with all applicable laws pertaining to nondiscrimination on the basis of race, color, national origin, sex, age, disability, and any other applicable legally protected category. As a religious institution, we have the right to, and do, require that employees hold beliefs consistent with our Doctrinal Statement and conduct themselves in a manner consistent with our religious beliefs, as explained in our Community Standards.