Job Description

Staff - Non Union

Job Category M&P - AAPS

Job Profile AAPS Salaried - Student Management, Level A

Job Title Senior Program Coordinator

Department Administrative Support | Executive Education | UBC Sauder School of Business

Compensation Range $4,688.67 - $6,754.00 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date November 7, 2022

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Summary

UBC Sauder School of Business is one of the world's leading business faculties. The school consistently ranks among the top 100 in the world and is recognized internationally for excellence in research and learning, an outstanding faculty and unmatched global partnerships. A collaborative and respectful culture within which all members of our community can thrive is a key principle in our strategic plan, and one that underpins our educational mission.

We acknowledge that UBC Sauder at the Vancouver Campus is situated within the traditional, ancestral and unceded territory of the Musqueam. We acknowledge that UBC Sauder at the UBC Robson Square is situated on the traditional territory of the Musqueam, Squamish and Tsleil-Waututh.

The Senior Program Coordinator is responsible for the delivery, coordination and improvement of the custom programs and open enrollment programs at the UBC Sauder Executive Education and works closely with program managers to provide exceptional customer service and create a world class experience for the Executive Education clients.

The Senior Program Coordinator is responsible for overseeing the admissions process, event planning, communications, course planning and scheduling, building and maintaining relationships with internal and external partners and evaluating the program to ensure client and faculty satisfaction and profitability for the business unit.

Organizational Status
The Senior Program Coordinator reports to the Director, Operations and Business Applications, and works closely with other members of the Executive Education team. Liaises with faculty and instructors, as well as other UBC Sauder units and external suppliers for the program, and coordinates with external funding agencies that support custom programs and enrolled students.

Work Performed

- Acts as a first point of contact and interacts closely with clients and faculty/instructors before, during and after the program.

- Advises clients on admission and program requirements and oversees the recruitment and admission processes.

- Advises clients on attaining certificates to tailor their education plans and meet their specific interests and business goals.

- Works with faculty and instructors to prepare in-person and/or virtual classes; has a sound understanding of how to use online learning software (e.g., NovoEd, Zoom, etc.).

- Liaises with UBC Associate Director of Learning Experience, to optimize student experience for online learning.

- Builds and maintains relationships with a variety of stakeholders: faculty and instructors, internal (Robson Square, Executive Education Program Directors and Program Managers) and external partners (funding agencies, catering suppliers, hotel/conference partners/event planners).

- Creates accurate, relevant and well-written communications across multiple platforms for a variety of stakeholders: students, alumni, faculty members, UBC Sauder and UBC employees and the business community.
- Participates in the planning of marketing materials or campaigns for custom programs and open enrollment programs.
- Plans and implements onboarding and orientation activities for incoming clients to enhance client experience.
- Develops and manages teaching schedules for courses and workshops; liaises with faculty and instructors; resolves complex related issues.

- Creates and manages schedules for all Program Coordinates in consideration of operational needs.

- Develops, manages and monitors the administrative and operational activities for the custom programs and open enrollment programs, including the development and implementation of policies, procedures and systems to optimize efficiency and quality.
- Identifies and communicates important client concerns to faculty and Directors as required.

- Manages the effective delivery of front-line services and program support, which includes developing, implementing, reviewing and evaluating the services provided by Program Coordinators and front-line employees in order to ensure successful service delivery.

- Creates, implements, and monitors survey tools to gather feedback from clients on various aspects of the programs, assesses the long-term potential of the programs and provides advice and ideas to the leadership team on how to enhance experience for customers and faculty, whose satisfaction impacts the financial viability of the unit and the school.

- Creates statistical reports to observe trends and influence changes for future enrolment.

- Manages the planning and execution of events and workshops.

- Assists in the development of program assessment and evaluation tools, analyzes and evaluates program effectiveness
- Develops and implements a comprehensive orientation system and provide training and direction to new instructors. Create KPI's from the system to better deliver training in the future.
- Delivers presentations to faculty and students on program policies and procedures.
- Collaborates with Director, Open Enrolment and other senior members of Executive Education in writing and production of comprehensive student and faculty manuals for the programs.
- Participates in the recruitment and hiring, as well as manages and trains support employees and students.
- Ensures that all the administrative processes related to the delivery of custom and open enrollment programs are efficient and in accordance with UBC guidelines and policy. Identifies and implements improved processes to enhance efficiency of program operations.

- Leads weekly operations meetings with program management team.
- Reviews and re-designs processes using input from colleagues, clients and faculty/instructors as appropriate; implements changes in order to improve service and system use.

- Performs other related duties as required.

Consequence of Error/Judgement
This role plays an important role in the coordination and improvement of management custom programs and open enrollment programs at the UBC Sauder Executive Education and has a direct impact on its quality and services. Decision-making requires the application of established methods and procedures and is based on thorough knowledge of the policies and procedures of the University and the school. The incumbent exercises considerable judgement and must demonstrate tact and discretion. Consequence of error is high and incorrect actions or decisions may damage the careers of students and may lead to appeals that could negatively affect the reputation of the unit, the school and the University. Executive Education students represent an elite client group whose satisfaction impacts the financial viability of the unit and the school; damage to the relationships of the funding agencies can also negatively affect the school's financial position. Poor decisions on service delivery could adversely impact the business school s most profitable degree programs.

Supervision Received
Works independently under the guidance of the Director of Operations & Business Applications.

Supervision Given
May supervise support staff, students and contract workers.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of one to two years of related experience, or an equivalent combination of education and experience.

Preferred Qualifications

Experience in a university or college environment is an asset.

Excellent oral and written communication skills as well as strong interpersonal skills are required.

Superior customer service skills (preferably in a sales facing environment).

Demonstrated ability to multitask or coordinate numerous projects simultaneously while operating in a demanding client-focused environment.

Proven collaborative skills and ability to work with diverse constituencies (students, staff, faculty, business community).

Ability to build and maintain relationships while keeping in mind profitability goals for the department.

Ability to work independently, with minimal supervision, as well as part of a team.

Advanced database and excel skills; technically proficient in standard computer software applications, strong comfort levels with adapting to new technologies.

Familiarity with university systems (e.g., AS, SISC, SITS and Workday) is preferred

Demonstrated research and analytical skills.

Ability to exercise tact, good judgement, confidentiality and discretion.

Sensitivity in dealing with variety of stakeholders in a multi-cultural context.

Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.

Pursuant to the BC Human Rights Code Article 42, preference will be given to Indigenous applicants.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.