Director of Learner Services – HigherEdJobs

Harvard Medical School

64546BR

Position Description
The Director, Learner Services, reports to the Senior Director of Program Operations & Learner Services, Office for External Education (OEE) at Harvard Medical School and is responsible for the creation and oversight of a suite of learner-focused support and service functions.

This position will develop and lead a newly formed team that strategizes, builds, and executes a range of learner services functions for all OEE programs, from short term virtual courses to longer length custom programs. The Director will collaborate with the senior team, core functions (admissions, marketing, technology) and business units/product lines, to develop and implement unified and consistent learner services and policies. This position must be able to operate within a broad spectrum of work, ranging from routine detailed processes to strategizing broad-concept programming. The Director oversees a team that will support cross-program components of both day-to-day and strategic learner touchpoints. Key areas of responsibility include the expansion of learner policies; collaboration with the technology team to support the adoption of tools to scale the work; developing a Registrar-like function within OEE; and creatively considering and building a suite of learner and alumni programming.

The Office for External Education (OEE) is a highly entrepreneurial, diverse, and inclusive, department within Harvard Medical School delivering a portfolio of innovative medical education opportunities, through live, online, and blended programming as well as digital, multimedia, and print resources, to a breadth of learners, including current and aspiring health care professionals; leaders at all levels within companies that serve the health care industry; and individuals seeking to live healthier lives. OEE is supported by a team of nearly 300 faculty and staff with revenues generated through B2B and B2C relationships, as well as grant and gift funding.

The Director oversees a team that will support cross-program components of both day-to-day and strategic learner touchpoints including:

• Developing, implementing, and maintaining, learner policies, codes of conduct, and other regulations to ensure consistency across the organization
• Partnering with the technology team to identify options and build new student records and inquiry systems that fit the OEE learner population
• Developing a registrar-like system for and maintaining learner records
• Developing and managing OEE-wide standards for a tiered inquiry support system
• Building a consistent and efficient credentialing process and system, including identifying appropriate third-party vendors
• Building and executing a portfolio of “extracurricular” learner and alumni programming
• Developing and implementing strategies for consistent learner financial support
• Serving as a senior liaison between OEE and other groups within the Harvard ecosystem with learner support functions
• Managing a team budget
• Identifying and evaluating existing processes data management tools and applications and their ability to successfully integrate with new systems
• Collaborating with OEE technology, and other OEE teams and resource units, to strategically implement and streamline technology tools in support of efficient processes
• This position manages a team focused on broad learner services, which will require some in-person work, occasional weekend/after-hours work, and potential periodic travel to attend programming or events

Basic Qualifications

• Bachelor’s degree or equivalent work experience required
• Minimum of 8 years’ relevant work experience
• Supervisory experience

Additional Qualifications and Skills

• Master’s degree preferred
• Prior experience managing education programs, learner issues and programs, and associated technologies
• Strong working experience with Zoom, Salesforce, Monday.com, Zendesk and/or related platforms
• Prior supervisory experience a plus
• Excellent interpersonal, written, and verbal communication skills
• Experience working in diverse learner settings and working cross-culturally, being respectful of differences in values and norms
• Superior organizational and project management skills with the ability to function independently in a changing environment
• Demonstrated skills in prioritizing strategic initiatives while maintaining careful attention to task detail
• Skilled in meeting required deadlines and implementing new processes through to completion with limited supervision
• Demonstrated ability to work collaboratively and achieve results within an environment of diverse stakeholder requirements
• Proven ability to model and sustain the highest level of customer service
• Proficient in the use of Microsoft Office Suite including Word, Excel, PowerPoint and Outlook

Physical Requirements

• Sitting using near vision use for reading and computer use for extended periods of time
• Lifting (approximately 20 to 30 pounds), bending, and other physical exertion

Additional Information
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.

Please note that we are currently conducting a majority of interviews and onboarding remotely and virtually. We appreciate your understanding.

The Harvard Medical School is not able to provide visa sponsorship for this position.

Not ready to apply? Join our talent community to keep in touch and learn about future opportunities! (https://www.gem.com ?formID=16341e35-cbc6-4904-88a3-09b35763307e)

Work Format Details
This is a hybrid position that is based in Massachusetts. Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Benefits
We invite you to visit Harvard’s Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Job Function
Faculty & Student Services

Department Office Location
USA – MA – Boston

Job Code
S0659M FSS Exec Education Mgt V

Work Format
Hybrid (partially on-site, partially remote)

Sub-Unit
*

Salary Grade
059

Department
External Education

Union
00 – Non Union, Exempt or Temporary

Time Status
Full-time

Pre-Employment Screening
Credit, Criminal, Education, Identity

Schedule
This position manages a team focused on broad learner services, which will require some in-person work, occasional weekend/after-hours work, and potential periodic travel to attend programming or events

Commitment to Equity, Diversity, Inclusion, and Belonging
We are committed to cultivating an inclusive workplace culture of faculty, staff, and students with diverse backgrounds, styles, abilities, and motivations. We appreciate and leverage the capabilities, insights, and ideas of all individuals. Harvard Medical School Mission and Community Values

https://hms.harvard.edu/about-hms/campus-culture/mission-community-values-diversity-statement

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.

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