Learner Support & Advising Specialist

Job No: 537154
Work Type: Full
Time
Location: Main Campus (Gainesville, FL)
Categories: Academic Advising/Support, Communications/Public
Relations/Marketing
Department: 18300000 – ED-LASTINGER CENTER

Job Description

Classification Title:

Project Manager I

Classification Minimum Requirements:
Bachelor’s degree or an equivalent combination of education and
experience.

Job Description:

The University of Florida Lastinger Center for Learning’s 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 children’s 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 nation’s elite public research universities, the Center operates as a
dynamic, entrepreneurial workplace focused on executing UF’s 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 Center’s 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:

$61,000 – $63,500

Required
Qualifications:
Bachelor’s 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

Applications Close: 01 October 2025

To apply, visit
https://explore.jobs.ufl.edu/en-us/job/537154

Our Commitment:
The University
of Florida is an Equal Employment Opportunity Employer.

Hiring is contingent on eligibility to work in the U.S. The University of
Florida is a public institution and is subject to all requirements under Florida Sunshine and Public Record laws. If an accommodation due to
a disability is needed to apply for this position, please call 352-392- 2477 or the Florida Relay System at 800-955-8771 (TDD) or visit
Accessibility at UF.

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