Operations Coordinator

Updated: 2 months ago
Location: Boston, MASSACHUSETTS


Reporting to the Academic Operations Manager and working closely with the operations and course development teams in the Office for Online Learning (HMX), the Academic Operations Coordinator is responsible for supporting the student experience in HMX's high quality online medical education modules, from application through certification.
The Coordinator will work as a key member of the HMX operations team to support online courses, both by managing smooth and accurate setup before launch and supporting an excellent experience for students during the course run. This individual will assist in testing and quality assurance for the online course materials and platform. This individual will provide customer-support service for students and help to manage and report on all aspects of the course delivery process, including application, registration, enrollment, course run, and certification.
The ideal candidate should have a deep interest and preferably experience in the field of online education, along with a strong desire to offer a superior educational product and experience to a diverse online audience. The candidate should have excellent interpersonal and communication skills, such that they can effectively communicate with a global audience of students and institutional partners. The candidate should be comfortable answering technical questions and be able to learn new technologies quickly.
Some evening and weekend work may be required.
Responsibilities include:
  • Organize, develop, refine and implement processes related to application, registration, enrollment, and course shutdown
  • Coordinate process and delivery of quick, clear and effective communication with students and institutional partners
  • Manage internal course communications and ensure that course staff address student queries in a timely manner
  • Respond to urgent support tickets quickly and accurately; address basic-level technical questions and escalate more complex issues to the tech team
  • Run quality-control and customer satisfaction surveys
  • Implement and fine-tune protocols for student support responsiveness
  • Maintain registrar functions and systems for online courses, including records of enrolled students and certification data
  • Maintain and support system for records of student interaction and report relevant feedback and overall analytics to relevant teams to inform business decisions
  • Provide support to content development team for quality assurance / beta-testing
  • Contribute to creation of reports to institutional partners on student experience and success

Harvard offers an outstanding benefits package including:
Time Off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation, and complementary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
The Harvard Medical School is not able to provide visa sponsorship for this position.
Salary Grade: 055
Union: 55 - Hvd Union Cler & Tech Workers


4 years of work experience in higher education, education operations or other student services environment. Education beyond high school may count toward experience.
Bachelor's degree preferred. The successful candidate will have outstanding attention to detail, excellent interpersonal skills, and strong communication skills. Facility with new technologies is required. Experience with customer service and/or helpdesk services preferred. Experience with Salesforce or other CRM preferred. Experience with Open EdX or other LMS helpful. Subject matter knowledge of introductory-level topics in medical or biological sciences helpful but not required.
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


Internal Number: 50922BR
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