| 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.
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