Job Description
Our client, Astra Learning seeks to hire a suitably qualified Program Manager and details of the vacancy are as follows:
Program Manager Job Description:
The Program Manager Position is an integral part of the Astria Learning Operation and Goals. As an Astria Learning representative shall uphold the common outcomes:
- Maintain a world class customer service experience that is deserving, genuine and engaging.
- Serve as an essential member of a large team dedicated to supporting our clients and students while they change their lives and the lives of others.
- Create value to our products and services through the experience we deliver and the spaces we co-create.
The Program Manager is an integral part the OPM (Retention and Academics) Team collaborating with other teams to achieve the following outcomes:
- Guarantee continuation of service by providing excellent initial training and ongoing coaching
- Being an effective bridge in the communication and implementation of company goals and strategies.
- To become a leader by example.
The Program Manager (serves as operations chair in the committee assembled with the OPM partner) The main purpose of the Program Manager is to ensure the set up, disponibility and availability of assigned programs for prompt and proper deployment and delivery across the board.
The Program Manager assumes the responsibility of the implementation of the OPM strategy; operations elements to ensure course registration across platforms and institutions; as well as to solve discrepancies and possible conflicts that arise within the Advising Clusters and/or immediately from the students relating to but not limited to: Platform issues; course quality issues; professor complains; grade complaints.
The Program Manager also Communicates and implements company goals and deadlines, ensures company guidelines are in compliance; participates in conflict resolution with employees; evaluates performance of employees under direct supervision. Communicates concerns and policies among management and team members. Develops Reports and takes decisions to ensure the retention of students at the target goals set by the Executive Board.
The Program Manager is responsible for setting up and implementing new OPM strategies and working hand in hand with Executive Management to accomplish the goals and vision of the OPM partnerships.
The Program Manager oversees the overall well being of the programs within the assigned institution extends from admissions to retention, academics and graduation. The Program Manager is the main representative for the team assigned to that institution, she/he communicates to other departments within Astria Learning for their support in the expertise of Academic Coordination and Admissions, but they are responsible to understand the big picture of what is happening and being required from Astria Learning to make sure there are no conflict of interests and that there is compliance. The Program Manager has the ability to request cooperation from any other department that interacts with the Institution that is under his/her management.
Program Manager KPI’s:
As an Astria Learning collaborator, our daily contributions play a vital role in achieving our organization’s larger outcomes. Each task we complete, each effort we put in, contributes to making these larger goals a reality.
KPIs will be the main language that we want to use to assess performance, there will be categories within each KPI that will indicate if an adviser is “Outstanding”, “ Great”, “Underperforming” . The average rating has to fall within “Great” at all times. Coaching with an immediate supervisor has to happen at least once a month, therefore on time correction should always be in place before officially falling on to a warning sequence that will be triggered upon 2 consecutive months of having the same KPI in an “underperforming” status. The trigger will be an immediate written warning. (See handbook for terms and consequences).
Program Managers Key Performance Indicators
- Overall KPI results of team members under the PM leadership will serve as key indicators.
- Successful execution of OPM partnership stategies
- Team Performance: Goals achievement, Collaboration and communication.
- Collection success rate (initial billed (# of subjects) / paid (# of subjects)
- Customer retention rate (only assigned)
- Graduation rate TD
- Inactive average
- Leadership effectiveness
- Training and Development (Coaching and Calibration sessions)
- Timeliness and effectiveness of communication with management and teams.
Observable Only
- Real retention rate (count totals of accumulated withdraw )
- Planning efficiency
By signing at the end of this page, the Program Manager provides an official confirmation of their acknowledgment and understanding of the new KPI’s and outcomes that have been established by Astria Learning, reinforcing their role as a valued contributor to the organization’s overall success
REQUIREMENTS
- Bachelor’s degree in Business Administration, Education, or a related field.
- Preferred: Master’s degree or higher in Management, Education, or a related discipline.
- Experience:
- Minimum of 5 years of experience in program management, academic administration, or educational technology roles.
- Proven experience in managing multi-functional teams and driving performance outcomes.
- Experience in working with online programs and managing academic partnerships is a plus.
- Technical Skills:
- Proficiency in Learning Management Systems (LMS) and other educational platforms.
- Strong command of data analytics tools to track and report KPIs.
- Advanced skills in Microsoft Office (Excel, PowerPoint) and project management tools
- Strong verbal and written communication skills in English.
- Ability to interact with multiple stakeholders, including students, advisors, academic staff, and executive leadership.
- Ability to work across different time zones and adapt to varying schedules as required by the programs managed.
Special Features:
Strategic Role in Organizational Growth:
- Directly contributes to the strategic implementation of OPM strategies, ensuring alignment with the overall vision and mission of Astria Learning.
- Participates in executive discussions and decision-making processes to influence the direction of programs and partnerships.
Multi-Department Coordination:
- Requires cross-functional collaboration with Academic Coordination, Admissions, and other departments to ensure smooth operation and compliance across all touchpoints.
Leadership and People Management:
- Acts as a mentor and coach to team members, providing ongoing support, training, and evaluation to ensure the achievement of set KPIs.
- Holds the authority to request cooperation from other departments when needed to resolve conflicts and optimize program delivery.
Operational Oversight:
- Ensures compliance and consistency in service delivery, addressing discrepancies, and handling conflicts efficiently.
- Takes responsibility for the retention, academic success, and overall experience of students enrolled in assigned programs.
Metrics and Performance Driven:
- The role is heavily focused on achieving performance metrics and KPIs related to program success, retention rates, and customer satisfaction.
- Implements corrective actions when KPIs fall below expected thresholds and continuously monitors performance to achieve set goals.
Competencies and Skills Required
Leadership and Team Management:
- Demonstrated ability to lead, inspire, and motivate a diverse team.
- Strong conflict resolution skills and ability to manage interpersonal dynamics effectively.
Strategic Thinking and Planning:
- Ability to translate company strategies into actionable plans and communicate them effectively to the team.
- Proficiency in project planning and execution, ensuring goals are met within set timelines.
Customer Service Orientation:
- Commitment to delivering a world-class customer service experience that aligns with the organization’s values.
- Ability to anticipate client needs and proactively address issues to enhance the student and client experience.
Problem Solving and Analytical Skills:
- Strong analytical skills to identify trends, interpret data, and make data-driven decisions.
- Proven track record of implementing solutions to complex operational challenges.
Adaptability and Flexibility:
- Ability to handle changing priorities and work effectively in a dynamic
- Openness to feedback and willingness to implement changes to improve processes.
Effective Communication and Interpersonal Skills:
- High-level interpersonal skills to manage communications between departments, clients, and students.
- Ability to communicate complex information in a clear and concise manner.
Results Orientation:
- Focused on achieving results and contributing to the overall success of the organization.
- Takes ownership of projects and consistently delivers on commitments.
Interested and qualified candidates are encouraged to submit their applications and up to date CV through email only using jobs@careersmw.com. Applications will be reviewed on a rolling basis until 21st October 2024