Senior Program Operations Manager

27-Mar-2024

Harvard Medical School

65409BR

Position Description

Reporting to the Associate Director, Program Operations in the Office for External Education (OEE), the Program Operations Manager is responsible for overseeing the operations of OEE’s online course programs, managing enrollment, managing day-to-day support needs, and ensuring course set up and closures are appropriately handled. This position keeps the Associate Director, Program Operations informed at a general level of day-to-day happenings in the operations space, advises on new programs and overall strategic issues that affect program operations, and supervises a team of 2-4 on the Asynchronous/Online Program Operations team. 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 Office for External Education (OEE) is a highly entrepreneurial, diverse, and inclusive, department within Harvard Medical School delivering a portfolio of innovative medical education opportunities, through live, online, and blended programming as well as digital, multimedia, and print resources, to a breadth of learners, including current and aspiring health care professionals; leaders at all levels within companies that serve the health care industry; and individuals seeking to live healthier lives. OEE is supported by a team of nearly 200 faculty and staff with revenues generated through B2B and B2C relationships, as well as grant and gift funding.

Duties and Responsibilities:

• Oversee the end-to-end delivery of B2C programs (approximately 4 sessions per year) from application (including the tuition waiver selection process) through certificate delivery and course shutdown.
• Serve as primary administrative contact for B2B, facilitating communication and ensuring a seamless experience for learners in their course portfolio.
• Coordinate process and delivery of quick, clear, and effective communication with students, institutional partners, and corporate partners.
• Supervise two or more Operations Coordinators.
• Oversee part-time staff and HMX moderators indirectly.
• Advise on logistics and delivery of new and proposed programs.
• Collaborate with Technology, Marketing, and Business Development teams to enhance the quality and consistency of learner and client experiences.
• Advise Associate Director, Program Operations on key administrative issues pertaining to overall strategic planning.
• Implement, document, and maintain department policies and procedures to ensure operational efficiency.
• Independently lead special projects, including the development and implementation of new administrative processes (such as improved checklists and improved information tracking methods) and researching and implementing software tools.
• Maintain and improve 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 content development, business development, technology development, and marketing teams to inform business decisions.
• Assign and triage support tickets to full-time and part-time team members; respond to support tickets quickly and accurately.
• Manage internal course communications and ensure that course staff address student queries in a timely manner.

Basic Qualifications

• Bachelor’s degree.
• 5+ years of progressive educational administrative management experience.

Additional Qualifications and Skills

• Supervisory experience preferred (may be supervision of temporary or student workers).
• Experience with Learning Management Systems, especially Open edX platform and/or Canvas.
• Experience with Mailchimp or equivalent bulk-email solution.
• Experience with Microsoft Office suite, Dropbox, Google Drive, Salesforce.
• Experience with Zendesk or equivalent customer service solution.
• Excellent oral and written communication.
• Able to deal confidently and capably with multiple deadlines and priorities.
• Prior work experience in an academic setting and/or background in education.

Additional Information

The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.

Please note that we are currently conducting a majority of interviews and onboarding remotely and virtually. We appreciate your understanding.

The Harvard Medical School is not able to provide visa sponsorship for this position.

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Work Format Details

This position is based in Boston, but the work may be done primarily remote. Any remote work must be performed in a state in which Harvard is registered to do business (CA*, CT, GA, IL, MA, MD, ME, NH, NJ, NY, RI, VA, VT, and WA). Individual flexible and remote work options for this role will be discussed during the interview process. *Note: Harvard employees working in California must be exempt.

Benefits

We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards ) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Job Function

General Administration

Department Office Location

USA - MA - Boston

Job Code

359057 Admin Dept/Program Admin

Department

External Education

Union

00 - Non Union, Exempt or Temporary

Pre-Employment Screening

Education, Identity

Schedule

Some evening and weekend work may be required.

Commitment to Equity, Diversity, Inclusion, and Belonging

We are committed to cultivating an inclusive workplace culture of faculty, staff, and students with diverse backgrounds, styles, abilities, and motivations. We appreciate and leverage the capabilities, insights, and ideas of all individuals. Harvard Medical School Mission and Community Values

https://hms.harvard.edu/about-hms/campus-culture/mission-community-values-diversity-statement

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.

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