About the Opportunity
JOB SUMMARY:
The Senior Program Operations Manager plays a key role in ensuring the efficient planning, implementation, and management of operational processes within the online learning unit. This role focuses on streamlining workflows, supporting program launches, managing teaching assistants, and collaborating with cross-functional teams to deliver high-quality online learning experiences. The ideal candidate thrives in a fast-paced environment, is highly organized, and demonstrates a commitment to excellence in higher education.
MINIMUM QUALIFICATIONS:
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Bachelor’s degree in education, business administration, or a related field required. Master’s degree preferred.
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Minimum 3-5 years of experience in operations management, preferably in higher education or online learning and proven success managing complex projects and cross-functional teams.
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Strong organizational and project management skills with attention to detail.
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Ability to navigate ambiguity and adapt to changing priorities in a dynamic environment.
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Excellent interpersonal, communication, and collaboration skills.
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Familiarity with learning management systems (LMS), student information systems (SIS), and related technologies.
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Data-driven mindset with the ability to analyze metrics and inform decision-making.
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Experience working in a highly collaborative environment and promoting a teamwork mentality.
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High level of initiative and drive with a strong sense of urgency and accountability.
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Ability to work independently, but also as a team member when the situation warrants.
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Ability to solve problems, analyze learner survey and performance data and synthesize and summarize information.
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Consistently looks for a better way to do things in order to create organizational efficiency and effectiveness. Acts as a good steward of the university’s resources.
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Smartsheet experience preferred.
RESPONSIBILITIES INCLUDE:
1) Program Operations Management
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Oversee the end-to-end operational processes for online learning programs, including year-long class schedules and enrollment management.
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Work with Program and Relationship Managers to track and ensure timely processing of faculty contracts for development projects, and teaching.
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Oversee TA hiring, orientation, training and evaluation processes.
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Serve as a functional user of non-credit registration tools (i.e. Skillstack) to create and set up non-credit virtual instruction shells for badges.
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Develop and document standard operating procedures (SOPs) to ensure consistency and efficiency across all programs.
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Monitor key performance indicators (KPIs) related to program operations and provide regular reports to leadership.
2) Learner Experience Support
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Lead team in monitoring and improving operational touchpoints to ensure learner satisfaction and retention.
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Oversee operational procedures across NU offices resulting in a streamlined student experience.
3) Collaboration and Stakeholder Management
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Partner with colleges and the team to align operational strategies with academic goals.
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Identify opportunities to streamline workflows, enhance systems, and improve the scalability of program operations.
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Maintain a comprehensive course database, ensuring critical program information is accessible and up-to-date for all stakeholders across the organization.
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Act as a primary point of contact for administrative units such as IT, finance, etc.
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Stay informed of emerging trends, technologies, and best practices in online learning operations.
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Collaborate with external vendors or partners to support technology implementation, course production, or learner engagement initiatives.
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Lead or support process improvement initiatives to align operations with strategic goals.
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Work with and provide support to Client Manager as they plan program functions including student events, graduation celebrations, etc.
4) Other
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Contribute to positive team culture and collaborate effectively with program team, learning design team, and business partners.
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Take feedback from team members and clients and find the best ways to address concerns and provide new solutions.
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Act as a team player and pitch-in wherever help is needed, including supporting management of program projects, communication across teams, and mentoring others as needed.
Position Type
Academic Administration
Additional Information
Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.
Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
Compensation Grade/Pay Type:
108S
Expected Hiring Range:
With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.
Top Skills
What We Do
Founded in 1898, Northeastern is a global research university with a distinctive, experience-driven approach to education and discovery. The university is a leader in experiential learning, powered by the world’s most far-reaching cooperative education program. We integrate classroom study with opportunities for professional work, research, service, and global learning in more than 100 countries. The same spirit of collaboration guides a use-inspired research enterprise focused on solving global challenges in health, security, and sustainability. Northeastern offers a comprehensive array of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools, and select graduate programs at campuses in Boston, Charlotte, N.C., San Francisco Bay Area, Seattle, and Toronto. Campuses in Burlington, MA, and Nahant, MA, are home to research institutes for homeland security and coastal sustainability, respectively
