If you're looking for the chance to learn, grow, and make a contribution to the community, look at employment opportunities with Full Sail University. You'll find your choice of career opportunities, great benefits, an environment that welcomes and values creativity, and a work experience that is both challenging and rewarding!

Essential Duties and Responsibilities:

• Under the guidance of the Associate Director and other Senior Leaders, develop and facilitate training and coordinate resource development supporting new employee onboarding and continuing education for the Academic Advising team.

• Create and deliver training programs for new Academic Advisors and Student Services employees, including training on departmental processes, systems, policies, and best practices.

• Coordinate continuing education activities, including training schedules, learning requirements, completion tracking, and related resources.

• Deliver training on new skills, business systems, and process or policy updates to existing Academic Advisors and Student Services employees.

• Review employee phone calls and documentation for quality assurance and training opportunities.

• Conduct ongoing knowledge checks to ensure team members are retaining key information. 

• Generate and distribute reports identifying training, quality, and performance trends over time. 

• Audit escalation reporting to identify potential gaps in service and/or training opportunities.

• Provide management with training, continuing education, quality observations, and performance data to support annual employee performance reviews and goal-setting.

• Create and publish internal reference materials and resources.

• Review student-facing resources for alignment with Universal Design for Learning (UDL) best practices and recommend updates as needed.

• Assist in the creation of communication tools/resources that promote positive student achievement outcomes. 

• Mentor Academic Advisors and other Student Services team members to promote strategic student development standards.

• Serve as a liaison between Academic Advising and other university departments.

• Represent the Student Services Department in interdepartmental meetings.

• Educate other departments on the role and responsibilities of Academic Advisors.

• Operate in an Academic Advisor role when needed to maintain service levels.

• Serve as an alternate member of the Appeals Committee as needed, contributing Academic Advising expertise and recommendations to support the review of student appeals.

Other Responsibilities:

• Be a Full Sail University ambassador embracing our unique educational model, while maintaining the highest level of integrity, professionalism, and customer service.

• Demonstrate a strong commitment to the university’s mission and values.

• Adhere to Full Sail University policies and procedures.

• Maintain strict confidentiality of students and Full Sail University information.

• Attend and contribute to departmental and university meetings.

• Perform other duties as assigned by leadership.

Supervisory Responsibilities:  NO

Competencies:

• Strong organizational, analytical, and interpersonal skills

• Exceptional written and verbal communication skills

• Detail-oriented with strong proofreading and editing abilities

• Ability to multitask and work independently or collaboratively

• Professional demeanor in a fast-paced, immersive environment

• Passion for learning and development

• Crisis management and problem-solving skills

• Self-motivated and enthusiastic team player

Education and/or Experience:

• Bachelor’s degree in Education, Psychology, Communication, Instructional Design or a related field from an accredited institution is required.

• Proven experience in training, academic advising, or student services in a higher education setting.

Certificates, Licenses, Registrations:  

• N/A

Computer/Equipment Skills:

• Proficiency in CRM systems (e.g., Salesforce, CampusVue), Tableau, Power BI, Workday HCM, and Microsoft Office Suite.

• Familiarity with multi-line phone systems and digital communication platforms (e.g., Slack, email).

Environmental Factors/Physical Demands:

Work is performed in an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alphanumeric data into a computerized system often while listening on the telephone.

Full Sail is an Equal Opportunity Employer.