Job Listings

Program Services Coordinator

Company:
Harvard University
Job Location:
Cambridge, Massachusetts
Category:
Admissions and Enrollment
University Administration

54735BR

Job-Specific Responsibilities

Job Summary

Reporting to the Program Services Manager, the Program Services Coordinator supports the day-to-day logistics required to deliver VPAL online courses. This role will facilitate the student experience from admissions/registration through completion of the course(s) and the issuing of certificates for courses managed by the team. This role will work closely with others to help execute processes and manage logistical projects to ensure successful participant enrollment and satisfaction. This role will work with technology, support, and business operations teams to address enrollment and participant challenges. The Program Services Coordinator will be expected to manage multiple streams of work in a well-organized and professional manner, with meticulous attention to detail. 

Core Duties

Reporting to the Program Services Manager, this person will be responsible for the following tasks:

  • Deliver regular participant communications (the current system is HubSpot)
  • Respond to support tickets related to participant enrollments, acceptance, transfers, refunds, and withdrawals from courses. Escalate and redirect participant support inquires as appropriate. 
  • Review weekly participant engagement emails to ensure accuracy 
  • Maintain accurate participant rosters, make changes as requested by the client, coordinate with internal teams to confirm participant numbers
  • Curate and publish landing web pages with pertinent pre-course information
  • Coordinate multiple calendars across courses, ensure accuracy as edits are requested, and handle weekly/monthly maintenance for multiple audiences
  • Manage administrative system functionality requests in collaboration with tech team; track requests, help test new functionality, and identify problems (the current system is Salesforce)
  • Set up new course waves/cohorts, manage the migration of participants from administrative system to course platform, assist with additional logistics required for course launches
  • Support offboarding of participants, including delivery of takeaway materials, certificates, course verifications, and related support tickets
  • Coordinate course certificate mailings with the printing office
  • Other duties as assigned
Basic Qualifications

Candidates MUST meet the following basic qualifications in order to be considered for this role:

Minimum of 5 years of relevant work experience or a combination of education and at least two years of professional experience beyond college may be considered.

Additional Qualifications and Skills
  • Bachelor's degree strongly preferred
  • Experience in customer service
  • Excellent written and verbal communication skills
  • Ability to recognize and respond to nuanced situations, and handle sensitive information with discretion
  • Strong attention to detail and ability to manage multiple projects simultaneously
  • Ability to work both independently and as a team member
  • Comfort working with and learning new technologies
  • Intermediate Excel skills 
  • Knowledge of the Google suite of apps 
  • Knowledge of Salesforce and/or HubSpot 
  • Must be able to work with multiple constituents on a variety of projects, be flexible, willing to take on assignments, and able to work independently with minimal supervision and as part of a team.
Working Conditions
  • Work is mainly performed in an open office setting
  • Some night and weekend work required
Additional Information

PLEASE NOTE: During the current period of Covid-19 related restrictions, this position may start as a remote position, with the transition to onsite in Cambridge when the office reopens.

We continue to monitor the evolving COVID-19 and the lifting of restrictions. We appreciate your understanding and flexibility with our interview process. We will be conducting interviews virtually for selected candidates until further notice.

Harvard will require COVID vaccination for all Harvard community members who will have any on-campus presence. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University's COVID vaccination requirement and exceptions may be found at the University's "COVID-19 Vaccine Information" webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/

About the Office of the Vice Provost for Advances in Learning (VPAL)
The mission of the Office of the Vice Provost for Advances in Learning (VPAL) is to create and catalyze engaging and scalable learning experiences that make a difference at Harvard and beyond.
VPAL is committed to convening and nurturing a diverse community dedicated to promoting inclusive excellence and leadership in teaching and learning. We celebrate, welcome, and honor all backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values. We strive to ensure that all feel included in our mission, our work, and our learning inside and outside our organization. We affirm that inclusivity and belonging are the foundations of excellence.

IMPORTANT NOTE: Your cover letter and resume should be submitted as a combined SINGLE DOCUMENT under the resume tab. Cover letters are requested for this role.

PLEASE NOTE: During the current period of Covid-19 related restrictions, this position may start as a remote position, with the transition to onsite in Cambridge when the office reopens.

Harvard University requires pre-employment references and background screening.
VPAL is unable to provide work authorization and/or visa sponsorship.
Harvard University offers an outstanding benefits package including:

  • A creative, high-energy, collaborative environment
  • Generous Vacation, Sick, Personal, and Holiday pay
  • Medical, Dental and Vision benefits starting on your first day
  • University-funded retirement plans
  • Tuition Assistance Program
  • Transportation benefits to help with your daily commute
  • Health and wellness discounts, memberships, and programs

Additional benefits can be found at https://hr.harvard.edu/totalrewards

Job Function
General Administration

Location
USA - MA - Cambridge

Job Code
403040 Coordinator II

Sub-Unit
*

Department
VPAL

Time Status
Full-time

Salary Grade
055

Union
55 - Hvd Union Cler & Tech Workers

Pre-Employment Screening
Identity

Schedule
Full time. Monday through Friday. 40 hours per week. 

EEO Statement
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
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