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University of San Diego
Program Coordinator, Online Degree ProgramsUniversity of San Diego • San Diego, CA, US
Program Coordinator, Online Degree Programs

Program Coordinator, Online Degree Programs

University of San Diego • San Diego, CA, US
30+ days ago
Job type
  • Full-time
Job description

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.
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Program Coordinator, Online Degree Programs • San Diego, CA, US

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