Job: Program Services Manager

Jobing Description

Reporting to the Assistant Director, Program Services, this position is responsible for providing an exceptional level of customer service to Executive Education participants and service/support to program staff across three residence halls and two classroom buildings encompassing 100 programs and 10,000 participants annually. Responsibilities include: managing two full-time and four part-time staff members (may increase over time); scheduling/addressing staffing needs; troubleshooting participant and program issues; working with assistant director to set strategy/standards for delivery; making recommendations about services offered; assisting in developing and implementing services and process improvements provided to internal and external customers, in part by utilizing participant and staff feedback; overseeing delivery of services from on-campus and external vendors; working with program staff on any special program requirements; conducting regular inspections of all facilities to ensure adherence to departmental quality standards.

The program services manager will authorize spending related to general program office needs for Executive Education programs. Purchases are typically made via a p-card or vendor invoices.

Other duties as required. Basic Qualifications BA/BS or equivalent experience plus 4+ years of frontline customer service delivery and management experience, preferably in an academic, hotel-front-office or conference-center setting. Requires strong communication and organizational skills and the ability to influence across multiple diverse groups within Executive Education, across campus and externally in a fast-paced, high-energy, dynamic environment. Must be a team player and highly organized with a superlative attention to detail and excellent writing skills. This position requires problem-solving and project-management skills, superior customer-service orientation and strong interpersonal, leadership, mentoring and motivational skills. Must be proficient with basic desktop software, including MS Office.
Additional Qualifications
Additional Information This position requires flexibility in weekly work schedule, including availability off hours (nights, weekends and holidays) for timely/urgent program needs.