Program Manager, Online Degree Programs; Professional and Continuing Education
Posting # 1888
Department Description: The University of San Diego's Division of Professional and Continuing Education (PCE) offers a robust portfolio of courses and programs needed by aspiring professionals that evolves in response to their professional development in the fields of business, education, and health care.
PCE nurtures key partnerships on the local, national and international level to better serve working professionals who seek to enhance or build their careers, as well as with their employers to help achieve their highest value and potential.
University Description: The University of San Diego, a contemporary and engaged Roman Catholic institution, was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972, USD remains committed to a liberal arts education grounded in the Catholic intellectual tradition and the pursuit of truth, goodness and beauty. Inspired by this centuries old tradition of Catholic higher education, the University welcomes people of all faith traditions and any, or no, religious background. The future success of USD relies on the contributions of those who seek to foster the development of engaged global citizens and an earnest confrontation of humanity's urgent challenges.
Detailed Description: With supervision from the Director, Marketing and Student Retention, the Program Manager provides outstanding program management for PCE and partner degree programs offered by the University of San Diego. The primary focus of this position is to ensure excellent customer service and support to students, quality program management, proactive student retention, ultimately resulting in a first-class student experience and a life-long learning connection to the university. The ability to develop and maintain complex relationships, manage organizational support, and provide team development is essential in this role. The ideal candidate is resourceful, proactive, organized, and is sensitive to confidential information.
Duties and Responsibilities:
Strategic Planning and Partnerships
Execute strategic and creative student retention efforts based off of student insights. Assist in defining the student experience, vision, and strategy.
Understand USD's strategic and competitive position and deliver experiences that are recognized as best in class.
Analyze student and internal partner experiences to define barriers to student success, friction points, and create seamless and effortless experiences.
In partnership with Director, build trust and effective relationships with peers/cross-functional teams.
Degree Program Launch, Onboarding, and Planning
In partnership with Director, develops a student success onboarding roadmap and development of an onboarding process for new degree programs in support of our internal campus partners.
Work with cross-functional teams (marketing, information technology, enrollment advising, internal campus partners, etc.) to develop best in-class onboarding and retention experience at all levels (students and partners).
Define detailed launch requirements, scope, measure KPIs, and use rapid cycles to iterate and learn.
Drive retention program development building for all new programs including end-to-end solutions for students (from enrolled to graduated) and new campus partners.
Degree Program Retention Operations
In partnership with Director, develop and lead proactive, integrated-student-retention efforts including but not limited to email communications, phone calls, text messages, website communications, program collateral, student webinars, etc.
Provides oversight of weekly deliverables and project management of upcoming efforts, tasks, and deadlines.
Ensures timely execution of all deadlines and retention efforts.
Anticipates potential issues, problems, concerns, and efforts for students, campus partners, and internal teams.
Embodies a spirit of Radical Hospitality and encourages it across all levels of the organization.
Develops and implements best practices of customer service and student support and ensures they are met by team members.
Serves as in-house subject matter expert in the area of student retention. -
Quality and Training Management
In partnership with Director, responsible for the development of an online degrees internal retention policy manual.
Serves as key trainer and coaching partner in the onboarding, development, and successful training of Program Coordinators, Program Assistants, and Student Workers.
In partnership with Director, proactively anticipates changing team dynamics, team needs, onboarding of new programs, and the successful management of existing programs.
In partnership with Director, assists in developing retention and student success quality standards.
Ensures the highest level of student and internal partner success.
Other duties as assigned
Job Requirements: Minimum Qualifications:
Bachelor's degree required.
Two years of experience in a client based, service-oriented environment, or administration.
Two years of demonstrated direct supervisory experience or other related leadership experience.
Online learning experience preferred.
Understanding of the administrative functions, academic programs and requirements of a university preferred.
Must be able to work well with many constituencies: students, faculty, academic coordinators, program offices from Deans to support staff.
Teamwork, coaching, and strong organizational and interpersonal skills are essential.
Strong written and oral communication skills.
Demonstrated well-developed skills related to organizing, prioritizing, and delegating as appropriate. Due to the varying levels at which this role must operate, self-direction, flexibility, hands-on approach, and ability to manage several initiatives and tasks simultaneously are critical for success.
Demonstrated technology skills and ability.
Performance Expectations - Knowledge Skills and Abilities:
Ability to manage multiple priorities and thrive in a fast-paced environment.
Strong problem-solving abilities; ability to cut through the noise and laser focus on what really matters.
Experience with qualitative and quantitative methodologies to understand student needs, ability to explore and structure student insights in order to impact positive change.
Strong ability to translate student and internal partner needs into actionable solutions.
Excellent verbal and written communication skills.
Team player; ability to interface and build relations at all levels.
Experience working with CRM technologies is desirable.
Common problems solved by the employee:
Serves as the program manager for all students within the program as well as oversees the monitoring and tracking of each student in the program from start to completion.
Oversee Program Coordinators relationships with program faculty.
Ensure efficient coordination of course schedules, class rosters, book orders, coordination of academic activities in Blackboard platform, etc.
Manages onboarding of new students including welcome calls, new student orientation preparation, planning, and execution.
Takes the lead in the implementation of policies and procedures for managed degree programs.
First-level elevated support for student, faculty, campus partner complaints - resolving them or deciding which to refer to Director.
Leads collaboration with university departments/programs.
Anticipates and overcomes programming problems to ensure planning and scheduling deadlines are meet.
Special Conditions of Employment:
Must be able to work flexible hours including evenings and weekends in order to meet project deadlines.
Must be able to work with all required technologies and tools.
Background check: Successful completion of a pre-employment background check.
Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.
Posting Salary: BB Positions Commensurate with experience; Excellent Benefits.
The University of San Diego offers a very competitive benefits package, to include medical, dental, vision, a 12% retirement contribution given to you by the University (with three year vesting period), and access to on-campus Fitness Centers. Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer.
Note: External job postings will be up for at least five days. After that time, applications will be reviewed by the hiring manager/committee throughout the posting period. A candidate may be selected at any time which could then close this posting on a date earlier than listed.
The University of San Diego is an equal opportunity employer committed to diversity and inclusion and is especially interested in candidates who can contribute to the diversity and excellence of the campus community.
The University of San Diego is committed to academic excellence, Catholic intellectual and social traditions, and providing a top-notch liberal arts education for scholars of all faiths. USD is located on 180 acres overlooking the city of San Diego, Mission Bay and the Pacific Ocean. The campus is renowned for its beauty, and features Spanish Renaissance-inspired architecture.