Program Services Specialist

17-Oct-2022

Harvard Business School

60152BR

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.

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”

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. 

While we continue to monitor the evolving COVID-19 guidelines and restrictions, we appreciate your understanding and flexibility with our interview process. Please note that we will be conducting interviews virtually (phone and or Zoom) for selected candidates until further notice.

The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard’s Vaccine & Booster Requirements . Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/ .

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 . 

Job Function

General Administration

Location

USA – MA – Boston

Job Code

403033 Staff Assistant III

Department

Harvard Business School Online

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.