Senior Program Operations Manager

Northeastern University•Boston, MA

2d•$60,315 - $85,193

About The Position

The Senior Program Operations Manager ensures the efficient planning, implementation, and management of operational processes within the online learning unit. The role streamlines workflows, supports program launches and student tracking, and collaborates with cross-functional teams to deliver high-quality online learning experiences. It requires strong operational, technical, and interpersonal skills, organization, adaptability, and a commitment to excellence in higher education. The position oversees program operations across online learning programs, supports learner experience and course delivery, monitors operational performance, and develops procedures and program documentation. It also collaborates with internal teams and external partners to improve systems and processes, and contributes to broader projects and team culture as needed.

Requirements

Bachelor’s degree in education, business administration, or a related field.
Minimum 3–5 years of experience in operations management, preferably in higher education or online learning.
Proven success managing complex projects and cross-functional teams.
Strong organizational and project-management skills with 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 (LMS), student information systems (SIS), and related technologies.
Data-driven mindset and ability to analyze metrics to inform decision-making.
Experience working collaboratively and promoting 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.
Consistently seeks improvements to organizational efficiency and effectiveness and acts as a good steward of university resources.
Familiarity with Slate and Banner, or similar CRM/SIS platforms.
Experience collaborating with higher education units such as Enrollment Management, ITS, and the Registrar.

Nice To Haves

Master’s degree.
Smartsheet experience.

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, identifying enrollment or course-build issues.
Track and ensure timely processing of faculty contracts for development projects and teaching in collaboration with Program and Relationship Managers.
Process student matriculation each term, track materials, and conduct student outreach.
Monitor program operations 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, enhance systems, and improve operational scalability.
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.
Respond constructively to feedback from team members and clients and develop solutions to address concerns.
Support program projects, cross-team communications, and mentoring as needed; pitch in where help is needed.