Program Services Coordinator, HBS Online

05-Jan-2023

Harvard Business School

61048BR

Job Summary

Harvard Business School's mission is to educate leaders who make a difference in the world. Harvard Business School Online is our vision of business education, reimagined for the digital age. Our team is creative, diverse, and fun. Join us on this adventure in the ever-changing world of virtual education.

HBS Online offers a unique and highly engaging way to learn vital business concepts. To see these techniques in action and gain actionable skills and insights, check out HBS Online's Free Business Lessons .

Position Description

Reporting to the Program Services Manager, the Program Services Coordinator supports the day-to-day delivery of HBS Online courses, managing multiple workstreams in a well-organized and professional manner. This role will work across HBS Online functions, including technology and support, to help create and manage efficient processes and logistical projects related to program delivery.

The Program Services Coordinator will also work closely with the Strategic Alliances team as client relationships are established and will manage relationships with business clients who sponsor employee participation in courses within the Coordinator’s portfolio. While these courses are in progress, the Coordinator will interact with client representatives to ensure smooth program delivery and high customer satisfaction.

Responsibilities include:

• Serve as primary contact for B2B client representatives: respond to all client inquiries and outreach for courses within team’s portfolio, lead troubleshooting and problem-solving efforts, and respond to support cases from B2B participants related to enrollment, systems access, and policies
• Oversee B2B participant roster management and reporting in collaboration with the Strategic Alliances team, identifying opportunities to improve the B2B program delivery process
• Configure open-enrollment and private course offerings in course platform, following detailed requirements to ensure successful integration of participant information across systems
• Review exception requests in relation to applicable policy and precedent and communicate process and outcomes to participants, escalating cases as needed
• Process weekly late-submission tracking and periodic B2B progress reporting
• Perform end-of-course certificate eligibility processes for all participants, working with Content and Data teams to deliver timely and accurate eligibility notifications to participants
• In collaboration with Program Services Specialist, establish, refine, and/or perform quality assurance on course configurations, engagement emails, course calendars, landing pages, and other course resources
• Contribute to platform (course platform, Salesforce administrative system, etc.) functionality improvements and special projects in collaboration with cross-functional teams; coordinate implementation of projects/initiatives at the team or department level
• Train new and existing team members on various functions and provide coverage for Specialist responsibilities when needed
• The role is also responsible for other duties as assigned

Basic Qualifications

• High school diploma, GED, or equivalent required
• 5+ years of experience in customer service-oriented and/or administrative support role(s) or related experience is required
• Education beyond high school may count toward experience
• Ability to work some nights and weekends, provides some coverage over School breaks
• Microsoft Office (Word, Excel, PowerPoint, and Outlook) experience is a must

Additional Qualifications and Skills

• Excellent written and verbal communication skills, ability to interact positively with internal and external stakeholders
• Strong attention to detail, accuracy, and quality across simultaneous projects/tasks and multiple platforms
• Strong customer service orientation, ability to identify customer needs and respond to nuanced situations with tact and discretion
• Experience identifying areas for improvement in existing technical systems and processes; ability to develop, document, and implement a new process
• Project coordination and presentation skills are a plus
• Pitches in where needed – “no job is too big or small”

Additional Information

This role is offered as a hybrid (some combination of onsite and remote) where you are required to be onsite at our Boston, MA based campus several days per month. Specific days and schedule will be determined between you and your manager.

While we continue to monitor the evolving COVID-19 guidelines and restrictions, we appreciate your understanding and flexibility with our interview process. Please note that we will be conducting interviews virtually (phone and or Zoom) for selected candidates until further notice.

The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard’s Vaccine & Booster Requirements . Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/ .

A cover letter is required to be considered for this opportunity.

Harvard Business School will not offer visa sponsorship for this opportunity.

Culture of Inclusion: The work and well-being of HBS is profoundly strengthened by the diversity of our network and our differences in background, culture, national origin, religion, sexual orientation, and life experiences. Explore more about HBS work culture here https://www.hbs.edu/employment . 

Job Function

Faculty & Student Services, General Administration

Location

USA - MA - Boston

Job Code

403040 Coordinator II

Department

Harvard Business School Online

Union

55 - Hvd Union Cler & Tech Workers

Pre-Employment Screening

Identity

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement

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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.