Program Services Coordinator, HBS Online

20-Nov-2023

Harvard Business School

64277BR

Job Summary

Harvard Business School Online is Harvard Business School’s (HBS) vision of business education reimagined for the digital age. Our mission is simple: to create learning experiences that bring business education to life.

HBS Online offers a unique and highly engaging way to learn vital business concepts. To see these techniques in action and gain actionable skills and insights, check out HBS Online’s Sample Business Lessons  (https://lessons.online.hbs.edu/) 

Position Description

Reporting to the Program Services Manager, the Program Services Coordinator supports the day-to-day delivery of programming for the Credential of Leadership, Impact, and Management in Business (CLIMB), managing multiple workstreams in a well-organized and professional manner. This role will work across HBS Online functions, including technology and support, to help create and manage efficient processes and logistical projects related to program delivery.

The Program Services Coordinator will also work closely with the Strategic Alliances team as client relationships are established and will manage relationships with business clients who sponsor employee participation in courses within the Coordinator’s portfolio. While these courses are in progress, the Coordinator will interact with client representatives to ensure smooth program delivery and high customer satisfaction.

Responsibilities include:

• Configure open-enrollment and private course offerings in course platform, following detailed requirements to ensure successful integration of participant information across systems
• Work with team to implement a Student Success strategy, including participant communications, creating program resources, and tracking participant progress and academic status
• Review exception requests in relation to applicable policy and precedent and communicate process and outcomes to participants, escalating cases as needed
• Process weekly late-submission tracking and periodic B2B progress reporting
• Perform end-of-course certificate eligibility processes for all participants, working with Content and Data teams to deliver timely and accurate eligibility notifications to participants
• In collaboration with Program Services Specialist, establish, refine, and/or perform quality assurance on course configurations, engagement emails, course calendars, landing pages, and other course resources
• Serve as primary contact for B2B client representatives: respond to all client inquiries and outreach for courses within team’s portfolio, lead troubleshooting and problem-solving efforts, and respond to support cases from B2B participants related to enrollment, systems access, and policies
• Oversee B2B participant roster management and reporting in collaboration with the Strategic Alliances team, identifying opportunities to improve the B2B program delivery process
• Contribute to platform (course platform, Salesforce administrative system, etc.) functionality improvements and special projects in collaboration with cross-functional teams; coordinate implementation of projects/initiatives at the team or department level
• Train new and existing team members on various functions and provide coverage for Specialist responsibilities when needed
• The role is also responsible for other duties as assigned

Basic Qualifications

• High school diploma, GED, or equivalent required
• 5+ years of related experience required
• Education beyond high school may count toward experience
• Microsoft Office (Word, Excel, PowerPoint, and Outlook) experience is a must

Additional Qualifications and Skills

• Excellent written and verbal communication skills, ability to interact positively with internal and external stakeholders
• Strong attention to detail, accuracy, and quality across simultaneous projects/tasks and multiple platforms
• Strong customer service orientation, ability to identify customer needs and respond to nuanced situations with tact and discretion
• Experience identifying areas for improvement in existing technical systems and processes; ability to develop, document, and implement a new process
• Project coordination and presentation skills, a plus
• Pitches in where needed – “no job is too big or small”

Working Conditions

Ability to work some nights and weekends, provides some coverage over School breaks

Additional Information

This role is offered as a hybrid (some combination of onsite and remote) where you are required to be onsite at our Boston, MA-based campus several days per month. Specific days and schedule will be determined between you and your manager.

We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in-person for this role. 

A cover letter is required to be considered for this opportunity.

Harvard Business School will not offer visa sponsorship for this opportunity.

Culture of Inclusion: The work and well-being of HBS is profoundly strengthened by the diversity of our network and our differences in background, culture, national origin, religion, sexual orientation, and life experiences. Explore more about HBS work culture here https://www.hbs.edu/employment .

Benefits

We invite you to visit Harvard’s Total Rewards website (https://hr.harvard.edu/totalrewards ) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Job Function

General Administration

Department Office Location

USA – MA – Boston

Job Code

403040 Coordinator II

Work Format

Hybrid (partially on-site, partially remote)

Department

Harvard Business School Online

Union

55 – Hvd Union Cler & Tech Workers

Pre-Employment Screening

Identity

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

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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