About the Position
Meridian University is seeking an experienced operations professional to lead student success at the operational level. This role is responsible for the systems, workflows, and direct interventions that determine whether students progress, successfully meet program requirements, and have a positive experience throughout their time at Meridian - from their first point of contact with advising through fieldwork completion and degree conferral.
The right candidate thinks in terms of case quality, satisfaction outcomes, milestone velocity, and longitudinal student health - and builds the infrastructure to track and improve all of it. They bring the rigor of a high-growth environment and the judgment to apply it in an academic @context.
Key Responsibilities Student Success Operations
Own the day-to-day operational infrastructure that supports student progression - advising workflows, case management, escalation routing, and resolution tracking
Monitor student health indicators across the enrolled population; identify at-risk students early and coordinate timely, appropriate intervention
Track and improve case resolution quality, response time, and student satisfaction outcomes across the team
Serve as a senior point of contact for students in complex or escalated situations, bringing both care and institutional authority to resolution
Fieldwork & Project Milestone Management
Oversee student progress through fieldwork, practicum, and capstone project milestones; proactively identify students who are falling behind and coordinate support
Maintain accurate, current milestone data across the active student population; use it to drive action, not just reporting
Coordinate with faculty supervisors and site coordinators to resolve fieldwork issues that require institutional follow-through
Support students through the administrative requirements of fieldwork placement, documentation, and completion
Satisfaction & Outcome Tracking
Design and maintain systems for measuring student satisfaction, engagement, and success outcomes - including NPS-style indicators, advising touchpoint data, and case closure quality
Analyze trends across the student population and bring findings forward with actionable recommendations
Close the loop on student feedback and complaints; ensure that patterns are surfaced and addressed at the operational level
Report on student success metrics to institutional leadership on a regular cadence
Team Coordination & Process Development
Coordinate across advising, academic affairs, and faculty to ensure students receive consistent, high-quality support at every touchpoint
Build and refine the processes that your team runs - document them, improve them, and hold the standard for how the work gets done
Identify gaps between what students need and what current systems provide; propose and implement solutions
Contribute to accreditation-related documentation and student outcome reporting as required
Alignment with Meridian's Core Values
Success in this role requires embodiment of Meridian's core values: Humility, Kindness, Self-Management, Engagement, Productivity, Accountability, and Innovation. Team members at Meridian are self-starters who manage their responsibilities well, work with a focus on accountability, and continually look to improve the processes they are responsible for.
Mindset & Approach
Ownership - You take full responsibility for student outcomes in your domain. You manage your own priorities, surface issues proactively, and close loops without being asked. Self-manages well.
Data orientation - You track what matters, analyze it honestly, and use it to make decisions. You are not satisfied with activity - you want to know whether students are actually succeeding.
Adaptability - You are comfortable with changing priorities and innovation. You move without waiting for perfect conditions, and you help shape the work rather than simply executing what exists.
Required Qualifications
Bachelor's degree required; master's degree or higher strongly preferred
Experience in a student-facing, customer success, or case management role - with direct responsibility for outcomes, not just activity
Experience in a fast-moving organization such as a startup, growth-stage company, or similarly dynamic environment
Demonstrated ability to manage multiple concurrent workflows with precision, follow-through, and attention to detail
Comfort building and refining operational systems - not just working within them
Strong written communication skills; ability to correspond professionally with students, faculty, and institutional leadership
Self-management capabilities: independent workload ownership, visible systems, and proactive issue resolution
Preferred Qualifications
Experience in higher education - in an advising, student affairs, or academic operations capacity
Familiarity with student success metrics, NPS frameworks, or customer satisfaction infrastructure
Experience with Salesforce or a comparable CRM or case management platform
Background in process design, knowledge management, or operational documentation
Exposure to accreditation or compliance reporting in an educational setting
Experience coordinating across academic and administrative teams in a cross-functional structure
Benefits
Health: Medical, dental, vision, and life insurance - 100% of employee premiums covered
Retirement: 401(k)
Time off: PTO + 6 sick days/year + 8 paid holidays
Wellbeing: Spotify, Calm, and Audible subscriptions
Meals: Weekly catered team lunches + coffee & snacks stipend
Commuter assistance
Application and Onboarding Process
Select applicants are invited to a 15-minute initial interview, followed by a 30-minute second interview. Final candidates proceed to a mutual diligence stage, which may include assessments tailored to the role. Candidates who advance are offered a paid, multi-week project-based contract prior to any full-time offer. Full-time team members complete a structured four-week onboarding process with a dedicated onboarding manager.
Meridian University reserves the right to deviate from the process above in certain circumstances related to specific role recruitments or recruitment needs.
How to Apply
A cover letter and resume are required. In your cover letter, please address:
Your alignment with Meridian's vision, mission, and core values
A specific example of a process you built or significantly improved - what the problem was, what you did, and what changed as a result
Your experience working across both an academic and a fast-moving operational environment
Your approach to supporting students or clients through complex, high-stakes situations
Please do not call, email, or drop in regarding your application. Due to application volume, we are unable to respond to all candidates.
Meridian is committed to diversity across all criteria-of-difference in its staff, faculty, and students. We do not consider race, ethnicity, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status in hiring or admissions decisions.
