Program Coordinator, Online Degree Programs

Duties

and Responsibilities:

Instructor Support:

• Serves as first-level support to instructors.
• Responds to email and telephone communication within 24 hours.
• Monitors instructor participation in courses – both on-ground and online.
• Collaborates closely with instructor and Academic Directors with student outreach as it relates to academic progress and success.

Course Management:

• Coordinates the course approval process and documentation.
• Coordinates course scheduling.
• Creates course profile in enrollment system and submits for approval via the established standards and workflow.
• Creates sections in enrollment system to include section profile, instructor assignment, fees, budget, and grading. Submits for approval via the established standards and workflow.
• Performs quality assurance on program website and updates information as needed.
• Coordinates the Master Course List (MCL) for all program planning.
• For online programs: proactively monitors course and program development and initiates self-learning activities to stay abreast of course content, program policies, program promotional efforts, and university policies that may impact the program.

Student Support:

• Serves as first-level support to students if the Student Success Center is unable to resolve the issue.
• Responds to email and telephone communication within 24 hours.
• Creates and updates the Student Support Timelines and Program Manuals.
• For online programs (in addition to above):
• Proactively contacts students each day by telephone to build and maintain relationships for student retention.
• Monitors student progress in student orientation. Contacts and verbally guides students through the orientation course if needed.
• Creates a Student Support Timeline (a comprehensive date-ordered list of all administrative and logistical issues that need to be addressed during a given semester) and advises students on administrative deadlines and procedures (registration, drop/withdrawal, course materials, financial aid, etc.) as indicated in the Student Support Timeline.
• Responds to student requests for assistance within 24 hours.
• Monitors and assures timely postings of announcements, assignments, discussion questions, and exams according to the course schedule.
• Contacts each new student by phone for Learning Preparedness Assessment prior to the start of orientation; must speak with at least 90% of all new incoming students.
• Contacts new and returning students regarding registration procedures, orientation, textbooks, and materials.
• Communicates re-registration deadlines to all students. Contacts students who stopped out for a semester and works with them to reenter the program.
• Implements a variety of re-entry initiatives to bring inactive students back into the program.
• Provides basic website training and technical support for students.

Process Coordination and Execution

• Responds to all inquiries (telephone, Internet, email, walk-in) with courtesy, tact, and patience.
• Redirects calls to proper individuals if calls cannot be immediately serviced when answered.
• Follows university policy in communicating and resolving student and instructor issues.
• Manages confidential and sensitive information with discretion and tact.
• Takes ownership of the support issue and exhausts all avenues to properly respond to student and instructor requests and communicate with PCE and the university as needed.
• Supports marketing and advertising efforts as needed for course and certificate campaigns.
• Provides course and program updates for the Student Success Center when changes happen or at least monthly.
• Attends all required internal and external professional meetings, telephone conferences, and training workshops to maintain and improve professional competence.
• Follows established communication guidelines and protocols and performs all tasks listed in the Student Support Timeline.
• Works with Instructional Designers and Technologists to support course quality assurance.
• Participates in department staff meetings to discuss program opportunities and issues.
• Reviews and monitors Enrollment History and Retention Reports.
• Reviews critical project timelines and reports process to Director
• Supports and maintains a positive relationship on behalf of Professional and Continuing Education with all instructors and students.
• Manages instructor and student expectations within the business needs and service standards of Professional and Continuing Education.
• Meets or exceeds retention benchmarks for each semester.
• Demonstrates ownership of processes and procedures involving instructor contracting, scheduling, and support.
• Maintains high efficiency, accuracy, and completeness when using data systems and data formats.
• Develops full proficiency to accomplish work within the student information system(s).
• Tracks and shares updates to program and course developments within PCE.

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.

Job Requirements:

Minimum Qualifications:

• Bachelor’s degree required. A high school diploma and two additional years of work experience may substitute for Bachelor’s degree, at the rate of one year of experience is equivalent to two years of education.
• Minimum of two years of experience in a position that requires critical thinking and analytical skills required.
• Minimum two years of customer service experience required.
• Experience in higher education, advising, counseling, and/or student support roles.

Performance Expectations - Knowledge, Skills and Abilities:

• Demonstrated ability to anticipate needs and take initiative to propose and implement solutions.
• Excellent written and oral communication skills.
• Demonstrated ability to handle multiple tasks efficiently and accurately.
• Excellent attention to detail.
• Excellent customer service skills.
• Excellent organization skills.
• Excellent spelling and grammar skills.
• Demonstrated ability to use web-based student information and customer relationship management tools.
• Demonstrated computer skills in word processing, spreadsheet and data management.