Program Manager

Position Summary:

The Program Manager is responsible for managing and executing flawless virtual, face-to-face and blended deliveries of client programs.

Essential Duties and Responsibilities:

• Owns the end-to-end execution of client Program delivery to include:
  • Co-creating and managing project plans, budgets and invoicing schedule
  • Driving critical delivery elements of the work plan
  • Partnering with the Project Director to manage the contracting process
  • Owning the planning for all Program delivery materials including mailings, participant materials, Dialog and method or experience needs
  • Coordinating and participating in design meetings to discuss delivery logistics and offering design ideas for learning environments, materials and the use of technology for virtual experiences
  • Coordinates all communications and logistics during Program delivery
  • Owning the post Program evaluation and debriefing processes
  • Manages learning and organizational effectiveness projects that may be large, complex, medium to high risk, or highly visible
• Supports execution of on-site delivery programs to include:
  • Owning the planning for on-site delivery aspects to include hotel/conference center logistics, on-site material and method needs and classroom set-up/requirements
• Supports virtual delivery (and blended) programs to include:
  • Sourcing from the client standards and guidelines for virtual delivery platform such as: brand standards and guidelines (including primary, secondary and tertiary colors with hex codes); high resolution color and black & white logo files; high resolution artwork for collection, path, activity and event headers/tiles; custom font files
  • Liaises with client, client team, graphic designer and digital learning team on graphic design brief, artwork updates and visual (look/feel) changes
  • Provides digital team with event details: date, time, URL, educator, additional resources/files to be included in project calendar invitation
  • Provides content support for learning journey to include: educator content, descriptions, pictures, videos, hyperlinks, etc.
  • Provides guidance for modules/journey settings: time estimates, communication configuration, surveys, points, awards/badges/certificates, etc.
  • Completes the user import spreadsheet to digital learning group for upload
  • Provides draft communications such as: Welcome Letter, Enrollment Letters, Due Date reminders, Event Details
  • Manages event attendance in platform and grants learner credit(s)
• Provides client relationship management (CRM)
  • Builds relationships with client, participants, faculty, suppliers, vendors and venues
  • Understands the client's basic business, curious about business challenges and trends
  • Identifies potential risks and challenges with client relationships and projects, as well as wider opportunities and needs the client has
  • Observes and listens for concerns and questions during the delivery, takes action when appropriate and communicates to project team
  • Coordinates with on-sight client delivery person when not attending Program delivery ensuring a smooth transition
• Supports the project budgeting process to include:
  • Managing Program delivery related contracts, and when appropriate faculty contracts
  • Manages materials and venue to budget
  • Owns Program delivery budget and financials
  • Documents all Program delivery expenses
  • Reviews with finance all billing information to ensuring Program expense accuracy
• Implements the evaluation process designed by the team:
  • Reviews evaluations preparing summary reports for the project team, faculty and client
  • Contributes insights to Program debrief meetings regarding participant reaction, logistical challenges and recommended changes to address them
  • Makes suggestions for Program improvement concerning social events and experiential activities
• Supports project design
  • Partners on design efforts on special assignments related to Program delivery, such as in-market emersions
  • Seeks out opportunities to learn Duke CE design philosophies and participates in developing elements of detailed design.
  • Familiar with key Duke CE designs
• Owns knowledge management related to Program delivery materials
  • Maintains Program delivery documents in agreed location
  • Updates documents as necessary
• Business development
  • During Program deliveries, listens for opportunities to extend Duke CE work
  • Offers suggestions and shares opportunities with internal client team
  • Takes part in and contributes to internal business development and design meetings; joins business development teams on meetings
• Shares best practices and lessons learned within the Program Manager community to improve the collective community intelligence; seeks to learn from experience and share learnings with others
• Performs other job-related duties and responsibilities as may be assigned or require

Requirements

• Position Knowledge, Skills and Abilities Required:

Project Management Skills

• Able to set priorities, organize and manage multiple tasks independently
• Anticipates needs; takes proactive approach to work
• Meets deadlines
• Strong attention to details; focused on quality
• Ability to coordinate and organize meeting and/or special events.
• Formal project management qualification preferred.

Client Relationship Management

• Ability to establish professional and personal credibility with colleagues, clients, faculty and venders; owns relationships
• Ability to "think outside the box" offering ideas or suggestions with confidence.
• Strong interpersonal and communication skills
• Relates well to all kinds of people inside and outside of the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact.

Financial Acumen

• Understand budgeting process and systems
• Curious about client business and industry

Research skills

• Possess research skills
• Curious about client business, market and culture

Education and Experience Requirements:

• Bachelor's degree (or equivalent) required with at least 2 years' experience working in a customer/ client facing role.
• Experience with professional education; event coordination and learning management systems preferred
• Experience working with remote/virtual teams
• Experience managing digital learning programs preferred
• Proficiency with Microsoft Outlook, Word, PowerPoint, Excel and the web; experience with graphic design preferred
• Post Pandemic: Requires frequent travel domestically and internationally ~50%