Application instructions are located at the bottom of the page. Please apply directly through the University of Montana's career portal UM Jobs at https://umjobs.silkroad.com/ for positions at the University of Montana – Missoula, University of Montana Western (Dillon), and Helena College. Do not apply through Indeed.com or use easy apply through Indeed.com*.

Campus-Only Recruitment

Only current UM Employees* are eligible.

• Open to all employee types including Temporary Staff and Student Employees.

UM Online invites applications for a Student Support Manager to oversee all aspects of student support services for UMOnline Special Programs, as well as partnership aspects for a subset of clients. This team member leads student support services from student inquiries to registration processing to technical liaison. The individual assigned to this position also serves as an intermediary with faculty and administration within the University of Montana, as well as representatives of community businesses and organizations. The position provides direction, guidance, and support at programmatic levels. The employee occupying this position must work autonomously, while also serving as an integrated member of the UMOnline team.

Individual judgment is regularly required to understand policies and priorities, to distinguish alternative courses of action, to identify, interpret and apply applicable requirements, and to take the most appropriate course of action in response to unique circumstances. A high level of independent decision-making is required of the person in this position.

Key duties and responsibilities include:

Program Management

• Manages daily operations for Extended Credit partnerships within the Mansfield Center and Division of Biological Sciences.
• Manages day to day non-credit activities and support.
• First line student support for inquiries and online registration/payment.
• Liaison with IT for student support and troubleshooting.
• Administration of digital badge platform, including processing requests for digital badges.
• Acts as liaison with academic units and administrative offices to accomplish program objectives and improve processes.
• Collaborates with existing and potential clients to build and strengthen business partnerships, assess needs, provide direction, and ensure available resources are utilized for efficiency.
• Participates and supports in transition to new registration system.
• Monitoring, evaluating and reporting program effectiveness, investigating trends, and recommending modifications to improve program effectiveness.
• Serves on campus-wide committees and working groups, and attends professional meetings.
• Other duties as assigned by supervisor.

Data and Financial Management

• Analyzes program performance, recommends and implements modifications for program improvement.
• Prepares and analyzes enrollment reports and certificate/badge completions.
• Maintains both student and course records.
• Payment processing and submitting JVs for clients and students.
• Communicating with students and sponsors regarding financial responsibilities in Extended Credit courses.
• Manages third party payments from AmeriCorps, VA Veteran’s Readiness & Employment, Vocational Rehabilitation, and 529 tuition plans.

Marketing and Communication

• Maintains frequent communication with all levels of UM faculty and administrators, students, and external clients.

Strategic Planning

• Provides recommendations regarding the strategic planning, policies, and management of non-credit and Extended Credit programs offered by UMOnline.
• Streamlines or replaces outdated procedures, improve efficiencies and customer service, including but not limited to electronic registration and payment integration.

This position requires incumbent to develop a working knowledge of:

• Fluency using Banner software, external online registration software, and team collaboration software.
• Working knowledge of UM/MUS processes/practices/policies.
• Working knowledge of UMOnline programs.
• Working knowledge of Extended Credit processes.
• Knowledge of FERPA regulations for student confidentiality, as well as maintaining confidentiality of external clients.

Required Skills

• Highly organized with exceptional attention to detail and follow-through to meet deadlines.
• Proven ability to use independent judgment, analysis and evaluation in interpreting and solving complex operating problems.
• Ability to present information effectively in one-on-one and small group settings to internal/external customers and clients.
• Takes initiative, acts with confidence, and works under own direction.
• Must be able to clearly communicate difficult concepts and complicated procedures in a clear, diplomatic, and professional manner.
• Strong team outlook with the ability and willingness to see the larger strategy.
• Knowledge of organizational structures, workflow, and operating procedures.
• Demonstrated ability to learn new software.
• Proven financial management skills.
• Excellent written, verbal, and interpersonal communication skills.
• Positive attitude that promotes teamwork within the organization and a favorable image of UMOnline and the University of Montana.
• Ability to use computer monitors and keyboards to perform job functions.
• Computer proficiency including mastery of Microsoft Office suite.

Minimum Required Experience

• Bachelor’s Degree and two (2) years experience or an equivalent combination of education and experience.

Preferred Qualifications

• Background and/or experience with adult education, distance education, program development, or curriculum development.
• Experience with Banner.
• Experience managing online registration program or CRM.
• Experience with needs assessment, program analysis and project management.

About UMOnline and UM

UMOnline at the University of Montana promotes and supports excellence and innovation in online teaching and learning at the University of Montana by supporting the creation of quality online, blended and web-enhanced learning opportunities for students. Our high-quality programs and courses meet the needs of learners in the global century. Whether our students wish to earn a degree or certificate with UM's outstanding faculty and students, or just allow greater flexibility in scheduled options, many futures begin with UMOnline.

In addition to serving our students and providing phenomenal online and distance education for all, UMOnline strives to support faculty and staff in a variety of ways including; course design, data and market research, marketing, accessibility tools and content testing, program launch support, Moodle LMS resources and support, regulatory compliance and more.

The University of Montana is a unit of the Montana University System with over 10,000 students. It is located in Missoula, a culturally vibrant community of about 75,000, surrounded by mountain grandeur. Abundant recreational opportunities in surrounding state and national forests and nearby Glacier National Park and Yellowstone National Park complement a thriving intellectual atmosphere. The University of Montana offers eligible employees a generous benefits package that positively separates UM from other local employers and offers many programs and policies to support work-life balance for its employees.

The University of Montana is an Affirmative Action/Equal Opportunity employer and has a strong institutional commitment to the principle of diversity in all areas. In that spirit, we are particularly interested in receiving applications from a broad spectrum of qualified people who would assist the University in demonstrating its five priorities for action: Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always"; partner with place; and proudly tell the UM story.

To learn more about the University of Montana, Missoula, and the State of Montana, please visit the links below.

• University of Montana
• Video: UM Lifestyles
• University Highlights
• City of Missoula
• Video: There's This Place
• Destination Missoula
• Missoula Area Chamber of Commerce
• The State of Montana
• Visit Montana

Position Details

Position Title: Program Manager

Position Number: NEW

Department: UMOnline

Work Schedule: Full-time, 1.0 FTE (40 Hours a week), Monday through

Friday 8:00 am to 5:00 pm, 12 months/year.

Salary: $19.234/hr

Current employee’s rate of pay for this position will be determined by the staff compensation plan and will minimally be this posted salary. For questions and details regarding the staff compensation plan, email the Compensation Department.

Union Affiliation: Montana Federation of Public Employees (MFPE)

Probationary Period: Six months minimum

Benefits Include: Insurance package, mandatory retirement plan, partial

tuition waiver, and wellness program

Criminal Background Investigation is required prior to the Offer of Employment In accordance with University regulations, finalists for this position will be subject to criminal background investigations. ADA/EOE/AA/Veteran's Preference Reasonable accommodations are provided in the hiring process for persons with disabilities. For example, this material is available in alternative format upon request. As an Equal Opportunity/Affirmative Action employer, we encourage applications from minorities, veterans, and women. Qualified candidates may request veterans’ or disabilities preference in accordance with state law. References: References not listed on the application materials may be contacted; notice may be provided to the applicant. Testing: Individual hiring departments at UM may elect to administer pre-employment tests, which are relevant to essential job functions. Employment Eligibility: All New Employees must be eligible and show employment eligibility verification by the first date of employment at UM, as legally required (e.g., Form I-9).

How to Apply

Priority Application Date: Sunday, January 8, 2023 by 11:59 PM (Mountain Time)

Complete applications received by the ‘Priority Application Date’ will be guaranteed consideration. The position will remain open until filled. Candidates are required to submit the following materials online through the UM Jobs website directly to ensure your complete application is received. Please do not apply through Indeed.com*.

A complete application Includes:

• Applying through Indeed.com or easy apply through Indeed.com may result in submission of an incomplete application. Applications may be removed from full consideration if they are not complete with materials listed above under the "How to Apply" section. It is the responsibility of the applicant to ensure complete application materials are submitted and received by the date listed above.

• Please note, only five (5) attachments allowed per application. Please combine documents accordingly.