Program Manager - Office of the Provost - Online Education Unit

The Online Education Unit at Carnegie Mellon University offers a unique and outstanding opportunity to be part of an internal “start-up” dedicated to the successful launch and delivery of online graduate degree programs, certificates, and professional education. This new unit provides marketing, recruiting and student support services to academic units across the university with ultimate responsibility for student enrollment and retention.  As such, we are seeking individuals who can think strategically about launching and maintaining program enrollment while simultaneously rolling up their sleeves to get it done. 

The Program Manager will be responsible for all program oversight and student services activities for an existing portfolio of seven online graduate certificate programs with plans for future growth in both programs and students.   S/he will oversee all aspects of managing the existing programs, as well as supporting the development of new programs.  In addition, they will be responsible for onboarding all new students, providing student services to continuing students and managing overall enrollment and retention in the programs. 

The ideal candidate will have a history of managing educational programs, providing student services and/or academic support and working with various departments across an organization.  S/he will have a high level of accountability for program quality, information accuracy and a student-first mentality; in addition to a commitment to the development of processes/systems/procedures for codification, accuracy, and efficiency.   They will have exceptional communication, problem solving and critical thinking skills with an ability to juggle multiple projects simultaneously without losing sight of the big picture.

Your core responsibilities will include:

Program Management

• Manage the oversight and operation of seven online graduate certificate programs, plus new programs as they are developed.  Ensure the seamless operation, transparency with stakeholders and development of codified systems and processes to support future growth. 
• Act as an expert on each program curriculum; identify any possible issues with program delivery and communicate/problem solve to ensure seamless continuity.  Communicate program information and/or update to the team and/or relevant stakeholders. 
• Coordinate with departments on course scheduling to ensure all online program courses are in the student information system (SIO) accurately and efficiently. 
• Creation of online programs calendar; specifically manage the development and approval process of the summer calendar. 
• Understanding of university policies and procedures and the ability to communicate to students and the recruiting team. 
• Ability to create systems, processes and procedures designed to automate and codify program management, student support and all other activities. 
• Liaise with other departments at CMU to ensure university systems and processes best support our students including, but not limited to, Registrar, Student Accounts, Financial Aid, Student Academic Success Center, Graduate Student Affairs, etc. 

New Student Onboarding

• Manage the new student onboarding process including AndrewID creation, program codes, course registration, and application of tuition awards. 
• Effectively solve continuing student issues as needed; understand when to solve and when to refer.  Communicate to all stakeholders to ensure transparency.  
• Manage academic exceptions like waiver exams including student and faculty communication, tracking and external information (website, recruiters, etc.).  
• Liaise with the recruiting team on onboarding communication and other student related issues. 
• Manage the procurement and distribution of student welcome gifts.
• Oversee the development, maintenance and distribution of the Welcome Website and Orientation Canvas course.   
• Track and report on new student status.  Maintain accurate and current information at all times in Slate and other tracking systems. 
• Direct the collection and reporting of all onboarding feedback; communicate to all relevant stakeholders.  Iterate and improve the process based on insights. 

Continuing Student Services & Enrollment Management

• Manage continuing student status including leave of absence, withdrawals, etc.
• Manage course registration and application of tuition awards.  
• Effectively solve continuing student issues as needed; understand when to solve and when to refer.  Communicate to all stakeholders to ensure transparency.   
• Lead and liaise with the recruiting team on continuing student communication and other student related issues. 
• Track and report on continuing student status and retention rates.  Maintain accurate and current information at all times in Slate and other tracking systems.
• Direct the collection and reporting of all continuing student feedback; communicate to all relevant stakeholders.  Iterate and improve student support based on insights. 
• Manage the process of program completion review in the student information system (SIO). 
• Provide support and recommendations for academic issues including advising, student success, tutoring and other resources. 
• Track retention rates and identify solutions to ensure high program completion. 

New Program Development

• Assist in the development of new programs including curriculum expertise and implementation as well as assisting with value proposition creation.
• Ensure new program information is collated and communicated to the team effectively.  

You should demonstrate:

• Deep knowledge of program management, student services and/or higher education policies and procedures. 
• A history of and commitment to creating, measuring, and reporting metrics to improve outcomes.  A growth mindset with commitment to constant improvement. 
• The ability to show good judgment in complex, nuanced situations with regard to student issues and program related questions.  A tendency to over communicate to ensure alignment. 
• Exceptional communication and customer service skills; an ability to represent CMU, the schools, programs, and unit at a high level at all times. 
• Strong critical thinking and problem-solving skills; a bias towards action, even when faced with uncertainty and resistance.

Qualifications:

• A minimum of 5-7 years of experience leading marketing strategy for a product or program; 7-10 years preferred. 
• Bachelor’s Degree in any field required.  Master’s degree preferred. 
• Experience in higher education is critical and required.  

Requirements:

• Successful background check

Additional Information:

• Work Posture: This position is operating in a hybrid work schedule, fully remote will be considered in the context of the mission.
• This is a three-year fixed term position which will be reviewed for renewal after two years, giving the incumbent a year's notice of continuation or end.  

Joining the CMU team opens the door to an array of exceptional benefits available to eligible employees.

Those employees who are benefits eligible have the opportunity to experience the full spectrum of advantages from comprehensive medical, prescription, dental, and vision insurance to an enticing retirement savings program offering a generous employer contribution. You can also unlock your potential with tuition benefits and take well-deserved breaks with ample paid time off and observed holidays . Finally, rest easy knowing you are covered by life and accidental death and disability insurance. 

Other perks include a free Pittsburgh Regional Transit bus pass, our Family Concierge Team to help navigate childcare needs, fitness center access , and so much more!

For a comprehensive overview of the benefits that may be awaiting you, explore our Benefits page .

At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond just credentials, we consider the role and responsibilities, your invaluable work experience, and the knowledge gained through education and training. We acknowledge and appreciate your unique skills and the diverse perspective you bring. Your journey with us is about more than just a job; it’s about finding the perfect fit for your professional growth and personal aspirations.

Are you interested in an exciting opportunity with an exceptional organization?! Apply today!

Location

Pittsburgh, PA

Job Function

Academic Program Administration

Position Type

Staff – Regular

Full Time/Part time

Full time

Pay Basis

Salary

More Information: 

• Please visit “Why Carnegie Mellon ” to learn more about becoming part of an institution inspiring innovations that change the world. 

• Click here to view a listing of employee benefits

• Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran. 

• Statement of Assurance