Student Success Administrative Coordinator

University of North Florida; Jacksonville (FL); On-site; USD 38,000 - 46,000; Full time

Job summary

University of North Florida—Graduate School in Jacksonville seeks a Student Success Administrative Coordinator to support operational resources, student-facing services, and workflow management. The role provides functional leadership to Graduate Assistants and partners with university offices to promote efficient, responsive service delivery.

The position analyzes service trends, recommends improvements, and advances graduate student experience through process optimization and collaboration.

Qualifications

• 2+ years customer service or helpdesk experience.
• Strong communication skills, specifically professional or technical writing.
• Proven ability to learn new technology.
• Demonstrated organizational skills.
• Ability to work independently and collaboratively across departments.

Responsibilities

• Lead the coordination and administration of student‑facing service operations, ensuring efficient support delivery.
• Oversee inquiry management via email, phone, ServiceNow, website and other channels.
• Monitor service metrics, workflow activity, response times, and trends; identify issues and improve operations.
• Develop and implement service procedures, protocols, and resources for consistent delivery.
• Coordinate resolution of complex inquiries across multiple university offices.
• Ensure student‑facing information aligns with policies and is accessible.
• Serve as a resource for interpreting procedures and guiding students, applicants, faculty, and staff.

Skills

2+ years customer service or helpdesk

Strong communication skills

Organizational skills

Independent & cross-departmental work

Learn new technology

Education

Bachelor's degree

Master's degree

Tools

Microsoft Office Suite

ServiceNow

Case management tools

Team project management tools

Job description

Department: Graduate School

Compensation: $42,000.00 to Negotiable Annual

General Description/Primary Purpose

The Student Success Administrative Coordinator serves as a key operational resource within The Graduate School, supporting the strategic administration of student‑facing services, workflow operations, and administrative processes. This position oversees the coordination of service activities, develops and maintains operational resources and procedures, provides functional leadership to Graduate Assistants, and collaborates with university partners to promote efficient, consistent, and responsive service delivery. Working independently under general direction, the coordinator analyzes operational trends, supports implementation of service enhancements, and contributes to initiatives that strengthen the graduate student experience. Through process improvement, cross‑functional collaboration, and operational coordination, this role advances the Graduate School's goals related to student success, service excellence, and organizational effectiveness.

Job Functions

Student Success Operations & Service Coordination

• Lead the coordination and administration of student‑facing service operations for The Graduate School, ensuring efficient and consistent delivery of support services.

• Oversee inquiry management processes, including service requests received through email, phone, ServiceNow, website submissions, and other communication channels.

• Monitor service metrics, workflow activity, response times, and customer service trends; identify issues and recommend operational improvements.

• Develop and implement service procedures, communication protocols, and resource materials that support consistent service delivery.

• Coordinate resolution of complex inquiries requiring collaboration among multiple university offices.

• Ensure student‑facing information remains accurate, accessible, and aligned with university policies and procedures.

• Serve as a departmental resource for interpreting established procedures and providing guidance to students, applicants, faculty, and staff regarding Graduate School processes.

Operational Process Management

• Administer and continuously improve student service, document intake, and workflow management processes within university systems.

• Evaluate operational processes and recommend enhancements that improve efficiency, service quality, compliance, and user experience.

• Develop, maintain, and assess operational documentation, training resources, knowledge bases, service procedures, website content, and communication materials to ensure accurate, consistent, and effective delivery of Graduate School services.

• Oversees implementation of approved process changes and support adoption of new technologies, procedures, and service models.

• Conduct routine reviews of workflow activity and identify opportunities for process automation, standardization, and continuous improvement.

Graduate Assistant Functional Leadership

• Coordinate day‑to‑day operations of Graduate Assistants assigned to customer service and student support functions.

• Develop training materials and facilitate onboarding and training activities related to service procedures, systems, and operational standards.

• Assign and monitor workflow responsibilities to ensure adequate service coverage and effective utilization of resources.

• Assess operational effectiveness and communicate staffing, training, and workflow recommendations to departmental leadership.

• Provide ongoing functional guidance and support regarding established policies, procedures, and customer service expectations.

Strategic & Program Coordination

• Collaborate with Graduate School leadership to support strategic initiatives focused on student engagement, service enhancement, and operational effectiveness.

• Participate in the development, implementation, and assessment of programs, communications, and initiatives designed to improve the graduate student experience.

• Coordinate with university departments and external partners to support successful implementation of Graduate School initiatives.

• Prepare reports, summaries, and operational recommendations utilizing service trends, workflow data, and stakeholder feedback.

• Completes special projects and departmental initiatives that support Graduate School goals and priorities as requested by leadership.

Marginal Functions

• Provides front desk coverage as determined by business needs.

• May serve as a back up for other coordinator and administrative positions in the UNF Graduate School as directed by leadership.

• Perform other duties as assigned.

Required Qualifications

Master's or bachelor's degree and 2+ years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219.

Required

• 2 years of customer service or helpdesk experience

• Successful team or project management skills to communicate effectively and adapt confidently in dynamic environments

• Strong communication skills, specifically professional or technical writing

• Proven ability to learn new technology

• Demonstrated organizational skills

• Ability to work independently and collaboratively across departments

Preferred

• Experience with university admissions and recruitment

• Proficiency in Microsoft Office Suite, case management/ticketing systems, and team project management tools

• Ability to monitor project timelines and follow up with stakeholders to keep tasks on track.

• Growth mindset

Statement(s) of Understanding

This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.The holder of this position is designated as a “Responsible Employee” pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University’s Title IX Administrator or any divisional Title IX Coordinator

Equal Opportunity

The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.

Carnegie

UNF is a Carnegie Community Engaged Institution. This designation celebrates the University’s collaboration with community partners from the local to the global level. It reflects UNF’s mission to contribute to the public good and prepare educated, engaged citizens.