Manager, Program Operations

Job description

Join our community and experience Emerson College ! The Manager, Program Operations is a department level operational owner of the academic planning lifecycle, the end-to-end framework spanning demand planning, schedule build, gate review, registration operations, activity pay, and post-term analysis. The Manager ensures each phase is executed accurately and consistently for an assigned department and/or academic area, with the institutional knowledge and cross-functional relationships to sustain it through transitions and growth. The Manager partners with academic leadership and central offices to plan and build data-informed schedules, coordinate affiliated faculty hiring and onboarding, administer activity pay, and drive continuous process improvement. The Manager leverages enterprise platforms, data analytics environments, and project management tools to manage records, analyze data, and document workflows that support institutional continuity. ESSENTIAL JOB DUTIES Manage annual and semester course planning, demand projections, and section sufficiency, aligning section supply to enrollment trends, program goals, and growth objectives Leverage historical enrollment data, cohort progression patterns, curriculum tracks, and student pipeline data to build term-based projections before each schedule build cycle Develop and manage course schedules using data-informed planning, continuously improving processes Develop and maintain annual and semester cohort calendars and scheduling milestones Surface course gaps and section shortfalls each term to inform affiliated faculty hiring decisions before the schedule build begins Conduct audits of course assets, academic assignments, and instructor records to ensure compliance and data accuracy Identify process improvement opportunities through data analysis and present findings to leadership Build and enter course schedules into the SIS, ensuring course caps, waitlists, program attributes, meeting times, modality, and dates are accurate Administer availability surveys, section sufficiency reviews, and instructor invitations; manage the full scheduling production cycle through publication Participate in gate review prior to registration opening by verifying schedule accuracy, confirm instructor assignments are complete, flag unresolved conflicts, and escalate before the schedule is published Monitor registration in real time, tracking fill rates against projected demand; escalate sections trending off-projection with a recommended response before decisions become reactive Manage waitlist activity, surface unmet demand signals, and coordinate with the Registrar’s office on protocols Track and document post-publish schedule changes, instructor modifications, room changes, modality shifts, cancellations and communicate to relevant stakeholders Serve as an end-user of Banner, Workday Student, Argos, Salesforce, and project management tools, ensuring records are accurate and workflows are optimized Identify and implement workflow improvements across programs for operational efficiency Understand system integrations across the institution and with external partners to troubleshoot issues and support continuity Lead the hiring and onboarding of affiliated faculty, optimizing the process for efficiency and a high-quality faculty experience. Serve as a primary point of contact for instructors, fostering a culture of continual improvement through feedback and process evaluations Collaborate with faculty and academic leadership on staff teaching assignments in alignment with operational deadlines and program needs Develop and deploy assignment invitations and contracts in alignment with program goals Work across departments to assess and deploy systematic processes for hiring coordination, activity pay, course registration, and data integrations Project future course planning needs based on course analysis, faculty availability, and staffing gaps; advise academic leadership on hiring projections Collaborate with the Registrar’s office and academic affairs on affiliated faculty compliance, audit functions, and job profile standards Partner annually with central offices to review affiliated faculty activity status and determine active or offboarding decisions, ensuring records are accurate and compliant Support operational functions related to external academic partnerships including online program management relationships Collaborate with academic and financial leadership to administer activity payroll processes accurately and on time. Conduct end-of-term reconciliation of instructor assignments and activity pay to confirm all compensation is accurate and documented before the term is closed. Identify and resolve payment errors; submit manual activity payments as needed and maintain accurate reporting of assignments. Analyze assignment and section data for budget reviews and identify improvement opportunities Provide accurate financial data to support budget development and forecasting for the upcoming fiscal period Following each term, compare projected demand to actual enrollment outcomes; document where projections were over or under- and share findings with academic leadership to inform the next planning cycle Report out on course efficiency indicators term-over-term including fill rates, cancellations, waitlist volume, hiring lead times, and pay accuracy to identify recurring patterns or systemic gaps Document lessons learned and scheduling logic changes at term close to support institutional continuity and reduce reliance on individual knowledge Leverage AI and project management tools to track scheduling workflows, planning timelines, and operational tasks Develop and maintain standardized SOPs that support accreditation, compliance, and operational continuity Document institutional knowledge, scheduling logic, and workflows to support bench coverage and onboarding Represent the area in cross-functional forums; support leadership with data-driven operational and faculty related recommendations Collaborate with central offices on reporting, dashboards, and planning tools that support scheduling and demand modeling Serves as a key consultant and informant, for program planning, including projections, forecasting, and automation Other duties as assigned QUALIFICATIONS – Qualifications are deemed required or preferred and represent what is needed to effectively perform job. Bachelor’s degree from a regionally accredited college or university required; Master’s degree preferred 5–7 years of experience in higher education, academic operations, or a related field required; exceptional candidates with 4 years and directly relevant experience will be considered Experience with various platforms including Banner, Workday Student and HCM, Argos, Salesforce, and PM tools required Experience working with faculty and academic leadership required Experience in course scheduling, demand projection, or academic planning operations preferred Experience developing and maintaining stakeholder relationships and managing expectations required Experience with affiliated faculty hiring, onboarding, and activity pay processes preferred Experience managing high volume workloads in a deadline-driven environment with the ability to manage multiple timelines simultaneously required KNOWLEDGE, SKILLS, AND ABILITIES – May be representative, but not all-inclusive, of those knowledge, skills, and abilities commonly associated with the job. Analytic, technical, and problem-solving skills with the ability to synthesize data from multiple sources to inform planning decisions required Advanced Excel skills; familiarity with data analytics and AI platforms preferred Deep understanding of the academic planning cycle: demand projection, schedule build, gate review, registration, and post-term analysis required Superuser experience with student information systems, communication relationship management and project management platforms required Ability to devise solutions with limited information and use experience or precedent to resolve issues required Fluency in developing, documenting, and implementing standard operating procedures required Detail-oriented with strong time management and organizational skills required Experience managing budgets, payment processes, and reconciliations preferred Excellent interpersonal and communication skills; ability to work effectively with personnel at all levels required Able to handle sensitive issues and maintain confidentiality required Ability to work autonomously in a fast-paced team environment required Fluent in Microsoft Office, Adobe, Google Suite, and project management tools required Familiarity with continuous improvement methodologies such as Lean or Six Sigma preferred PHYSICAL ABILITIES – Activities commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Generally sedentary; movement throughout the area required from time to time Requires long periods of mental concentration Ability to communicate effectively in person and through various media Occasional lifting of up to 20 pounds; repetitive movements; ability to read a computer screen and fine print WORK ENVIRONMENT – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job. This is a remote position. The candidate is expected to come to campus for meetings, planning sessions, and engagements as needed throughout the semester and academic year. Usual office conditions; exposed to moderate noise levels IN-OFFICE EXPECTATIONS This position is primarily remote with occasional days in the office. Employees must reside in authorized states as outlined in the Remote Work Policy . Preference will be given to employees who live within commuting distance of an Emerson physical location. Compensation: $66,270.00 - $81,200.00 annually, commensurate with experience. Grade of Position: S-23-08E Employment Category: Regular . Scheduled Weekly Hours: 36.25 This position will be exclusively represented by the Service Employees International Union (SEIU), Local 888 for purposes of wages, hours and other terms and conditions of employment. In addition to a competitive salary, Emerson College is committed to the health and well-being of our employees and family members. We offer a generous benefits package to regular staff scheduled to work 20+ hours per week. Emerson Employment Categories influence work schedules, benefits eligibility, and time off policies. Benefits include outstanding health plans with limited out-of-pocket expenses, dental plans, generous time-off programs, and a 403(b) retirement benefit with a 9% employer contribution once eligible. Additional benefits, such as life and disability coverage and commuter offerings, are available. Please refer to our benefits website for a full list of benefits and eligibility requirements.