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:

Supports execution of on-site delivery programs to include:

Supports virtual delivery (and blended) programs to include:

Provides client relationship management (CRM)

Supports the project budgeting process to include:

Implements the evaluation process designed by the team

Supports project design

Owns knowledge management related to Program delivery materials

Business development

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 required

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

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

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)

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

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

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

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

Maintains Program delivery documents in agreed location

Updates documents as necessary

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

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%