Learner Affairs Specialist

Academic · Manila, Remote
Department Academic
Employment Type Full-time
Minimum Experience Mid-level

Nexford University Success Advisor (SAs) serve a critical advising and support role for learner success. SAs are their learners' primary source of information about academic program operation, and about the policies and procedures of the university. SAs’ counsel their assigned learners in understanding expectations and overcoming obstacles to ensure success. They are responsible for providing highly engaged, learners centered support to a caseload of undergraduate or graduate learners. The position requires significant contact via phone, email, web camera, instant messaging and alternate forms of communication.


SAs take a deep personal interest in their learners' academic progress and reflect commitment to their learners' success in all their daily work. They are experts in the details of university programs and processes and are able to answer or obtain answers to the questions that learners may have about their academic progress. They are not subject matter experts and are not expected to answer questions related to course content.


SAs advise learners on time management and schedule benchmarks for the learners to successfully master program concepts, knowledge and skills. They help learners identify their learning strengths and weaknesses and connect them with the resources necessary to extend the former and overcome the latter. They are incredibly well organized and strong communicators, interpersonally, technologically, and in writing. Finally, they are dedicated to performing these functions in full measure.



Job Responsibilities


  • Building learner relationships and provide mentoring to help them remain engaged and successfully complete their academic programs
  • Providing direct, comprehensive program guidance to assigned learners
  • Monitoring learners’ general academic progress according to university policies
  • Maintaining regular communication with learners according to university protocol
  • Tracking learner participation to meet benchmark goals throughout each term
  • Using multiple technology tools in supporting academic advising operations such as: NEO LMS, Microsoft Suite, Freshdesk, PowerBI
  • Assisting learner in their academic planning and progress from orientation to graduation
  • Communicating with each assigned learner weekly on a personalized basis; intervening as necessary to assist those learners having difficulty, and completing required university reports on their academic status
  • Providing exceptional customer service by responding to emails and phone calls with resolution of all service needs within set deadlines
  • Serving as the learners’ advocate in resolving matters of difficulty, misunderstanding or confusion within the university


Indicative Performance Measures


  • Learner Retention – as measured by the percentage of learners retained on a monthly basis
  • Learner Success – as measured by the contribution to the number of successful graduates
  • Learner Satisfaction – as measured by approved survey responses administered to learners
  • Learner LOA Rate – as measured by the rate of advisees on leave of absence maintained at an agreed percentage
  • Learner to SA Ratio – as measured by the team’s collective work efficiency and effectivity in meeting the required Learner to SA ratio per year



Required Skills and Qualities


  • Excellent academic advising and counseling skills
  • High emotional quotient, sound judgement, and solid decision-making skills appropriate for NXU’s fast paced and entrepreneurial culture
  • Strong customer service orientation and English communication skills: both verbal and written
  • Highly proficient in using technology tools specifically with learning management systems, communication applications, and Microsoft Suite
  • Strong organizational and self-management skills
  • Flexible work style appropriate for remote and offshore teams
  • Ability to adapt to a multinational startup environment that is quite different than any traditional or online university
  • Strong outcomes-based orientation and track record of achieving results


Required Experience


  • Bachelor’s degree in a related field
  • 3 years professional experience in academic advising and/or teaching in higher education
  • Experience with a direct customer service role is a plus


Life at Nexford University


  • Become part of a team that shares a vision to enable greater social and economic mobility through high quality, affordable education around the world. 
  • Fully remote working: enjoy the flexibility to work anywhere you like and the freedom to manage your own time while meeting role objectives 
  • Generous vacation days for all employees globally 
  • 12 days for your own professional development 
  • Free access to LinkedIn Learning from the 1st day of employment 
  • 50% off all tuition fees for you and your family 



About Nexford University


Nexford University is a next-generation university based in Washington DC offering a competency-based learning model. Nexford’s mission is to enable greater social and economic mobility by providing an affordable high-quality education that will positively impact millions of lives around the world.


Nexford offers the following degrees and certificates: Associate of Applied Science in Business (AAS), Bachelor of Business Administration (BBA), MBA, nine undergraduate certificates and three graduate certificates in the field of business. Nexford provides learners with a fully online global education based on mastery of competencies relevant in the workplace. A global team of faculty and advisors support learning and professional success through the innovative use of technology, such as AI and machine learning.


We believe that a more diverse, equitable, and inclusive institution is a more innovative and successful one and, at Nexford University, we strive to build teams and foster a work environment that reflects our dedication to diversity, equity, and inclusion. As part of this commitment, we recognize that an individual’s value and contributions extend beyond just technical skills. If your experience is close to what you see listed, please consider applying. Diversity of experience and skills—when coupled with passion, curiosity, and a can-do attitude—are keys to excellence; therefore, we encourage candidates from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.  


For more information, visit www.nexford.org.


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  • Location
    Manila, Remote
  • Department
    Academic
  • Employment Type
    Full-time
  • Minimum Experience
    Mid-level