Senior Program Operations Manager

About the Opportunity

Job Summary:

The Senior Program Operations Manager plays a key role in ensuring the efficient planning, implementation, and management of operational processes within the online learning unit. Possessing strong operational, technical, and interpersonal skills this role focuses on streamlining workflows, supporting program launches, student tracking, and collaborating with cross-functional teams to deliver high-quality online learning experiences. The ideal candidate thrives in a fast-paced environment, is highly organized, and demonstrates a commitment to excellence in higher education.

Key Accountabilities & Responsibilities:

Program Operations Management:

• Oversee the end-to-end operational processes for online learning programs, including year-long class schedules and semester task tracking.
• Lead semesterly ready to launch initiatives in collaboration with Program & Relationship Managers flagging enrollment or course build issues.
• Work with Program and Relationship Managers to track and ensure timely processing of faculty contracts for development projects, and teaching.
• Process student matriculation each term including tracking materials and conducting student outreach.
• Monitor key performance indicators (KPIs) related to program operations and provide regular reports to leadership
• Manage students lists for student events, welcome packets, MailChimp, advising etc.
• Review and flag issues with student records, including student attributes, modality, scholarships, or course registration.
• Develop and document standard operating procedures (SOPs) and program handbooks/manuals to ensure consistency and efficiency across all programs.
• Oversee semesterly data clean up process to ensure most accurate student lists." This includes inactivating learners with the Registrar

Learner Experience Support:

• Monitor and improve operational touchpoints to ensure 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 provide student inbox support as needed.
• Support for-credit course delivery by creating synchronous sessions via Teams/Zoom and maintaining attendance data.
• Creating course pack links for for-credit courses.
• Creating and adding Panopto playlists for for-credit courses

Collaboration and Stakeholder Management:

• Identify opportunities to streamline workflows, enhance systems, and improve the scalability of program operations.
• Stay informed of emerging trends, technologies, and best practices in online learning operations.
• Collaborate with external vendors or partners to support technology implementation, course production, or learner engagement initiatives.
• Lead or support process improvement initiatives to align operations with strategic goals.

Other projects and responsibilities as needed

• Contribute to positive team culture and collaborate effectively with program team, learning design team, and business partners.
• Take feedback from team members and clients and find the best ways to address concerns and provide new solutions.
• Act as a team player and pitch-in wherever help is needed, including supporting management of program projects, communication across teams, and mentoring others as needed.

Qualifications:

• Bachelor’s degree in education, business administration, or a related field required. Master’s degree preferred.
• 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 with the ability to analyze metrics and inform decision-making.
• Experience working in a highly collaborative environment and promoting a teamwork mentality.
• High level of initiative and drive with a strong sense of urgency and accountability.
• Ability to work independently, but also as a team member when the situation warrants.
• Ability to solve problems, analyze learner survey and performance data and synthesize and summarize information.
• Consistently looks for a better way to do things in order to create organizational efficiency and effectiveness. Acts as a good steward of the university’s resources.
• Smartsheet experience preferred
• Familiarity with Slate and Banner (or similar CRM/SIS platforms)
• Experience collaborating with higher education units such as Enrollment Management, ITS, and the Registrar

Position Type

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefit eligible employees. This includesmedical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

Compensation Grade/Pay Type:

Expected Hiring Range:

With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.