Program Services Specialist, HBS Online Job at Harvard University
Job Summary
Harvard Business School's mission is to educate leaders who make a difference in the world. Harvard Business School Online is our vision of business education, reimagined for the digital age. Our team is creative, diverse, and fun. Join us on this adventure in the ever-changing world of virtual education.
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.
The Program Services Specialist supports the day-to-day logistics required to deliver their team’s course portfolio. The Specialist is integral to delivering high-quality educational programs online and will facilitate the student experience from admission through completion of the course(s) and issuing of certificates. Reporting to the Program Services Manager, this role will be responsible for the following:
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.
The Program Services Specialist supports the day-to-day logistics required to deliver their team’s course portfolio. The Specialist is integral to delivering high-quality educational programs online and will facilitate the student experience from admission through completion of the course(s) and issuing of certificates. Reporting to the Program Services Manager, this role will be responsible for the following:
Position Description
- Manage daily customer service tickets (1:1 communications) for active, past, and prospective program participants via customer relationship management system (CRM). This entails: composing dozens of accurate, written responses to questions presented in varied formats; utilizing knowledge of course portfolio, course structure and components, sequencing, of requirements, certificate eligibility and associated deadlines, and triaging tickets for escalation or reassignment as appropriate
- Draft and deliver structured, informative, recurring, and accurate email communications and collateral for upcoming and concurrently running program cohorts.
- Actively identify opportunities to improve existing templates and processes to maximize broad understanding and minimize follow-up customer service tickets, while working across multiple systems. Examples of output include: pre-course landing pages and regular participant guides, weekly deadline reminders and other mass emails, platform-based announcements and program calendars
- Establish and serve as primary moderator of private social channels for enrolled participants
- Review admissions applications and coordinate with course-related vendors (evaluations, assessments, etc.)
- Schedule and maintain program delivery tasks in project management software while utilizing and maintaining role-specific process documentation
- In collaboration with Program Services Coordinator, review wave setup for quality assurance prior to program launches
- Follow detailed procedures to organize course certificate mailings with external vendor and complete HBS Online certificate requests, course verifications, and related support tickets
- Support offboarding of HBS Online clients, including delivery of takeaway materials and grades
- Participate in testing of enhancements of CRM system; make suggestions for increased efficiencies to be added to product roadmap
- Contribute to projects related to admissions, program demographics, engagement metrics, program delivery, and other initiatives to inform best practices, support the participant experience, and meet scaling and efficiency goals
- The role is also responsible for other duties as assigned
Basic Qualifications
- High school diploma, GED, or equivalent required
- 3 years of experience in customer service-oriented and/or administrative support role(s) or related experience is required
- Education beyond high school may count toward experience
- Microsoft Office (Word, Excel, PowerPoint, and Outlook) experience is a must
Additional Qualifications and Skills
- Strong written and verbal communication skills with a strong customer service orientation
- Ability to recognize and respond to nuanced situations, and handle sensitive information with discretion
- Strong attention to detail and ability to manage multiple projects simultaneously
- Comfort working with and learning new technologies
- 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.
Harvard University continues to place the highest priority on the health, safety and well being of its faculty, staff, and students, as well as the wider community. Please note that all new employees will be required to provide confirmation of primary series COVID-19 vaccination upon hire, as detailed on our COVID-19 Vaccine Requirement Webpage.
Harvard University Health Services employees and other health care individuals are also required to be up to date on vaccination as described by the CDC. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. Additional information regarding this requirement, exemptions, verification of vaccination status, and other related policies and resources may be found on the University’s COVID-19 Information Website.
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.
We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in-person for this role.
Harvard University continues to place the highest priority on the health, safety and well being of its faculty, staff, and students, as well as the wider community. Please note that all new employees will be required to provide confirmation of primary series COVID-19 vaccination upon hire, as detailed on our COVID-19 Vaccine Requirement Webpage.
Harvard University Health Services employees and other health care individuals are also required to be up to date on vaccination as described by the CDC. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. Additional information regarding this requirement, exemptions, verification of vaccination status, and other related policies and resources may be found on the University’s COVID-19 Information Website.
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 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
403033 Staff Assistant III
Work Format
Hybrid (partially on-site, partially remote)
Department
Harvard Business School Online
Sub-Unit
-
Time Status
Full-time
Salary Grade
053
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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