Senior Program Operations Manager

Northeastern University•Boston, MA

19h

About The Position

The Senior Program Operations Manager ensures efficient planning, implementation, and management of operational processes within Northeastern University’s online learning unit. The role focuses on streamlining workflows, supporting program launches, tracking students, and collaborating with cross-functional teams to deliver high-quality online learning experiences. The successful candidate is organized, adaptable in a fast-paced environment, and committed to excellence in higher education. The position oversees operations for online learning programs, including class schedules, semester task tracking, launch readiness, faculty contracts, student matriculation, records, reporting, and student lists. It also supports learner satisfaction and retention and contributes to the delivery of both non-credit and for-credit courses. The manager leads or supports technology and process-improvement initiatives and collaborates with program teams, learning design teams, business partners, and external vendors. This is an Academic Administration position. Northeastern University offers a comprehensive benefits package to benefit-eligible employees. The expected hiring range is $60,315.00–$85,192.50; the starting salary depends on factors including education, experience, location, knowledge, expertise, and skills.

Requirements

Bachelor’s degree in education, business administration, or a related field.
At least 3–5 years of experience in operations management, preferably in higher education or online learning.
Demonstrated success managing complex projects and cross-functional teams.
Strong organizational and project-management skills and attention to detail.
Ability to navigate ambiguity and adapt to changing priorities in a dynamic environment.
Excellent interpersonal, communication, and collaboration skills.
Familiarity with learning management systems, student information systems, and related technologies.
Data-driven approach and ability to analyze metrics to inform decisions.
Experience in a highly collaborative environment and a commitment to teamwork.
High initiative and drive, with a strong sense of urgency and accountability.
Ability to work independently and as a team member as circumstances require.
Ability to solve problems, analyze learner survey and performance data, and synthesize and summarize information.
Commitment to identifying better ways of working to improve organizational efficiency and effectiveness.
Ability to act as a good steward of university resources.

Nice To Haves

Master’s degree.
Smartsheet experience.
Familiarity with Slate and Banner, or similar CRM/SIS platforms.
Experience collaborating with higher education units such as Enrollment Management, ITS, and the Registrar.

Responsibilities

Oversee end-to-end operational processes for online learning programs, including year-long class schedules and semester task tracking.
Lead semesterly launch-readiness initiatives with Program and Relationship Managers, flagging enrollment or course-build issues.
Track and ensure timely processing of faculty contracts for development projects and teaching.
Process student matriculation each term, track materials, and conduct student outreach.
Monitor operational KPIs and provide regular reports to leadership.
Manage student lists for events, welcome packets, MailChimp, advising, and related activities.
Review and flag student-record issues, including student attributes, modality, scholarships, and course registration.
Develop and document standard operating procedures and program handbooks or manuals.
Oversee semesterly data cleanup to maintain accurate student lists, including inactivating learners with the Registrar.
Monitor and improve operational touchpoints to support learner satisfaction and retention.
Act as team lead on Navigate 360, Stellic, and Help Scout initiatives.
Support non-credit course delivery by setting up Canvas announcements and providing student inbox support as needed.
Support for-credit course delivery by creating synchronous sessions through Teams or Zoom and maintaining attendance data.
Create course-pack links and add Panopto playlists for for-credit courses.
Identify opportunities to streamline workflows, improve systems, and scale program operations.
Stay informed about emerging trends, technologies, and best practices in online learning operations.
Collaborate with external vendors or partners on technology implementation, course production, or learner engagement initiatives.
Lead or support process-improvement initiatives aligned with strategic goals.
Contribute to a positive team culture and collaborate with program teams, learning design teams, and business partners.
Use feedback from team members and clients to address concerns and develop solutions.
Pitch in where needed, including supporting program-project management, cross-team communication, and mentoring others.