| Position Summary: Under the supervision of the Dean of Teaching and Learning, this position is responsible for overseeing the day-to-day functions of Gordon-Conwell’s DigitalLive! education programs as well as coordinating the DigitalLive! team’s faculty training, Canvas development, and classroom support. The Manager is a customer-service-driven person who sees every contact with students, staff, and faculty as an opportunity to add value to the educational technology services provided by the seminary. Other responsibilities include primary coordination and communication about asynchronous online course offerings at Gordon-Conwell, general administrative support, management of related seminary staff and student workers, as well as ensuring compliance with state authorization and other relevant laws. Key Responsibilities: - User Support: Coordinate user support in Gordon-Conwell’s DigitalLive! educational spaces, including faculty support and training efforts of the Digital Education team to ensure faculty obtain the skills and tools needed to succeed in digital spaces. Solve problems, provide assistance and ensure follow-through on outstanding user issues. Monitor DigitalLive! related Canvas course development in cooperation with instructors. Maintain an up-to-date understanding of theological vocabulary and degree programs. Build cross-departmental relationships and coordinate with Media/Technology and Room Support Services as necessary to provide excellent service to all constituencies. Ensure adequate faculty support coverage during DigitalLive! course meeting times. 30%
- DigitalLive! Administration: Take initiative for the primary support of all administrative tasks related to the offerings of Gordon-Conwell’s DigitalLive! programs. Assist the Dean of Teaching and Learning in aligning course design and delivery schedules with the needs of programs and campuses. Ensure the smooth rollover and creation of courses in the school’s SIS and LMS. Proofread and update new instances of supported courses. Propose and maintain DigitalLive! related budgets, including reviewing monthly reports for errors. 20%
- Office, Classroom and Digital Signage Management: Manage the day-to-day functioning of the Charlotte-based DigitalLive! Office and classrooms, keeping office space, classroom and related technology equipment and digital assets organized and in functional working condition; train and manage related staff and student workers, keeping digital assets organized, creating documentation, producing reports, coordinating services with third-party vendors. Coordinate the digital signage needs of the campus. Work with related staff to ensure the scheduling of DigitalLive! classrooms. 30%
- Content Production Support: As needed, assist the Instructional Designers and faculty with the creation, capture, and/or editing of learning objects for online courses. Assist in post-production content preparation to create new course materials as deemed necessary by the Digital Education team. Work with the entire Digital Education team to produce training materials as necessary. 10%
- Compliance with State Authorization and Other Laws: Along with the Digital Education Director, ensure that the seminary meets all authorization requirements for states in which the seminary has a presence or students. Serving as the institutional liaison and working with other seminary departments, track and submits state authorizations requests and renewals as required and report authorization concerns and status to the Dean of Teaching and Learning as needed or when requested. Work to ensure that the office is in compliance with ADA, FERPA, and relevant copyright laws. 5%
- Research and Innovation: Keep up to date on industry conversations about best practices and advances in digital learning. Work with the Digital Education team to create low-cost, innovative improvements to the online user experience with existing or new technologies and make recommendations to the Dean of Teaching and Learning. 5%
- Perform other duties as necessary.
Functional Competencies: - Industry Comprehension: Understanding of LMS usage with experience in administrative capacity coordinating course sites. Experience with Student Information Systems in a capacity accessing student records, course records, and creating and modifying data. Ability to provide support with basic OS and features of Mac and Windows platforms. Full competency with Microsoft Office: Word, Excel, PowerPoint. Ability to use setup, connect, and utilize web conferencing software (e.g., Zoom, Skype, Lync) for student and faculty support at both the classroom and individual level.
- Customer Focus: Must be able to anticipate end-user needs to identify and remove barriers that hinder providing excellent service. Engage appropriate internal stakeholders as needed to resolve any issues outside the individual’s scope of responsibility. Provide customer service to maintain a relational focus on helping all staff, faculty, and students in any areas of technological need. Be equipped with an understanding of the roles and functions of all other departments should any non-technology support requests arise.
- Communication and Interpersonal Effectiveness: Must be able to communicate in a manner that allows information to flow freely and smoothly in order to perform job responsibilities in a timely fashion. Effective two-way communication with end-users at all levels of the organization. Strong customer service skills with the ability to display empathy with students, faculty, and staff.
- Physical: Able to lift up to 40 pounds.
Education and Experience: - Education: Master’s degree in a technical field, or a Master’s Degree in a theological field with commensurate technical experience.
- Special Training and Skills: Experience working with higher education administrative systems (i.e., LMS and SIS). Experience working in a decentralized, multi-location organization strongly preferred. 2+ years of faculty training or digital education support services, 4+ years of general administrative experience.
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