Learner Support & Advising Specialist

Classification Title:

Project Manager I

Classification Minimum Requirements:Bachelors degree or an equivalent combination of education and experience.Job Description:

The University of Florida Lastinger Center for Learnings mission is to improve the quality of teaching learning and childcare. We research develop and scale educational innovations for adults and children that put all learners on trajectories for lifelong success. Specifically the Center targets kindergarten readiness 3rd grade reading proficiency and algebra proficiency as critical milestones in childrens educational trajectory that are predictive of success in school and life. The Center works at the nexus of research practice and policy to develop sustainable systems that leverage educational technologies and improve the implementation of research-based practices. Housed in one of the nations elite public research universities the Center operates as a dynamic entrepreneurial workplace focused on executing UFs service mission to strengthen the human condition and improve the quality of life. The Lastinger Center is committed to attracting hiring and retaining top talent by valuing diversity of thought skill and experience. As an equal opportunity employer we believe in fostering environments where team members feel included valued for their differences and empowered to do their best work.

Technical Writing and Documentation

Staying current on enrollment operations and functions through ongoing training including process improvements learning services processes financial services processes and relevant policies and procedures to create and maintain product documentation including user manuals knowledge base articles and troubleshooting guides to support consistent practices processes and guidelines for the Support and Advising Team.
Collaborate with product services and program teams to identify training needs and opportunities to improve product and program supportability and customer satisfaction.
Design and implement internal documentation for reporting lateness submitting availability providing feedback and raising concerns ensuring ease of use and accessibility for all users.
Send out regular communication establishing a structured repository for easy access to all updates and communications.
Manage the documentation review and approval process ensuring accuracy and relevance.
Develop and deliver progress reports proposals case activity reports requirements documentation and presentations for the Learner Support and Advising team.

Customer Success and Continuous Improvement

Deliver high-volume fast-paced service that delivers enrollment services and support to learners across all levels of Lastinger products and programs.
Provide centralized and integrated learner-centric support and advising services through virtual self-service and in-person modalities contributing to the simplification and enhancement of access to the Lastinger Centers comprehensive suite of learner services.
Work closely with the support and advising team to ensure the timely resolution of external and internal stakeholders and external users issues.
Establish and maintain relationships with Lastinger Center teams and key partner groups to understand their business needs ensure alignment on objectives and ensure ongoing buy-in across all project activities.
Meet with Lastinger Center teams to determine learner expectations regarding product experience. Conduct project meetings and communicate project status with customers project team members vendors and supervisors.
Research analyze and seek resources to better understand the roadblocks and obstacles for the resolution of learner issues that impede progress.
Proactively manage and communicate ongoing changes in learner experiences identify potential crises and devise contingency plans.
Support the continuous development of best practices and tools for project management execution and Learner Support and Advising activity and metrics.
Conduct post-project assessments and evaluations.

Training Design and Delivery

Develop and deliver engaging training materials workshops and webinars for the Learner Support and Advising team internal stakeholders and external users.
Effectively set and communicate project expectations to stakeholders.
Facilitate meetings testing sessions where project and team members identify issues with course content functionality and user experience across various devices and scenarios and drive project issues through to resolution.

Supervision of part-time employees

Conduct weekly check-ins to discuss expectations goals and overall performance.
Oversee the completion and quality of assigned tasks ensuring alignment with project goals and adherence to established procedures.
Provide training and resources on essential topics such as emotional regulation and customer support to enhance skills in handling high-support situations effectively for the Support and Advising team.
Lead student assistants delegate tasks assist in the training and mentorship and provide tier-two support for resolving complex support and advising issues.

Other Tasks as Assigned

This position is time-limited and soft-funded.

Expected Salary:

$61000 - $63500

Required Qualifications:Bachelors degree or an equivalent combination of education and experience.Preferred: Experience working with technical support student support or other enrollment management functions such as financial aid registrar admissions billing or other student enrollment or academic support services.
Knowledge of enrollment processes policies procedures and regulations relating to student academics.
Demonstrated ability to establish and maintain professional relationships when working with sensitive and challenging information situations and deadlines.
Working knowledge of PeopleSoft Salesforce or other CRM and Student information Systems is preferred.
Excellent customer service skills.
Excellent verbal and written communication skills.
Ability to interpret and articulate information.
Ability to work independently exercise good judgment and work with minimal supervision.Special Instructions to Applicants:

In order to be considered you must upload your cover letter and resume.

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

This is a time-limited position.

Health Assessment Required:No