Program Coordinator, Online Degree Programs

Details•San Diego, CA

21h•$24 - $28

About The Position

The Program Coordinator provides second-level support to students desiring assistance with any course, program and degree offered through Professional and Continuing Education if the Student Success Center is unable to resolve the issue. For online programs, the Program Coordinator provides administrative and logistical support regarding educational program issues such as program planning, student consultation and advising, registration, courses selection, ordering course materials/textbooks, class schedules and timing, time management, and the timelines to complete all items regarding their degree program or course of student. Additionally, this position will review all the online courses in the Learning Management System for quality assurance. Requires excellent communication skills in a fast-paced environment. Calm and effective communication must be provided in order to handle multiple tasks and requests regarding program information and scheduling. Requires a detail-oriented, independent worker who has the ability to collaborate and contribute in a team environment. Schedules courses and sections in the enrollment database, maintains the master course calendar, processes invoices, produces rosters, tracks course and section progress, and supports the development and delivery of all program and curricular needs. Duties may include: processing grades, organizing mailings, assisting in marketing efforts, tracking expenses, tracking and posting textbook information. Must have excellent spelling and grammar skills. Must have proven ability to anticipate needs and take initiative. Higher education experience in advising, counseling, or student support required. Proven ability to use computers for business applications, including word-processing, spreadsheets, data management and web-based database and administrative systems software.

Requirements

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.
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.

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.