Program Coordinator, Online Degree Programs

5442

The University of San Diegos Division of Professional and Continuing Education (PCE) offers a robust portfolio of courses and programs needed by aspiring professionals that evolve in response to their professional development in the fields of business education and health care.

PCE nurtures key partnerships on the local national and international level to better serve working professionals who seek to enhance or build their careers as well as with their employers to help achieve their highest value and potential.

The University of San Diego an engaged and contemporary Catholic institution was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972 USD remains committed to a liberal arts education grounded in the Catholic intellectual tradition and the pursuit of truth goodness and beauty. Inspired by this centuries old tradition of Catholic higher education the University welcomes people of all faith traditions and any or no religious background. The future success of USD relies on the contributions of those who seek to foster the development of engaged global citizens and an earnest confrontation of humanitys urgent challenges.

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.

Duties and 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.

Background check: Successful completion of a pre-employment background check.

Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.

Minimum Qualifications:

• Bachelors degree required. A high school diploma and two additional years of work experience may substitute for Bachelors 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.

Performance Expectations- Knowledge Skills andAbilities:

• 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.

$24.39-27.79 per hour; Excellent Benefits

The University of San Diego offers a very competitive benefits package including; medical dental vision a retirement contribution given to you by the University and access to on-campus Fitness Centers. Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer.USD: Human Resources: Benefits

The salary range provided in this posting reflects what we reasonably expect to pay for this position. Actual compensation offered or earned is dependent on experience education and other factors including departmental budget.

Click the Apply Now button to complete our online addition please upload a cover letter and resume to your application profile for the hiring managers review. If you have any questions or difficulties please contact the Employment Services Team at

Hours: 37.5 hours per week

Closing date:Open until filled

Note: External job postings will be up for at least three days. After that time applications will be reviewed by the hiring manager/committee throughout the posting period. A candidate may be selected at any time which could then close this posting on a date earlier than listed.

The University of San Diego is a smoking and tobacco-free campus. For more information visit Experience:

IC