Business & Technical Operations Coordinator

University of British Columbia - Staff; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Business & Technical Operations Coordinator to join their innovative team. This role is pivotal in managing system operations and driving efficiency through automation and process optimization. The coordinator will work with cutting-edge technologies, ensuring seamless operations that enhance the learning experience for students and instructors alike. If you're passionate about improving educational outcomes and thrive in a collaborative environment, this position offers a unique opportunity to make a significant impact within a dynamic organization.

Qualifications

• Minimum of two years of related experience or equivalent education.
• Ability to translate business needs into technical deliverables.

Responsibilities

• Manage and optimize system operations and integrations across multiple platforms.
• Lead design and implementation of system-enabled improvements.

Skills

Project Management

Communication Skills

Analytical Skills

Problem-Solving

Organizational Skills

Education

Undergraduate Degree

Project Management Certificate

Tools

Salesforce

Canvas

Power BI

Drupal

M365

Job description

Staff - Non Union

Job Category M&P - AAPS Job Profile AAPS Salaried - Administration, Level A Job Title Business & Technical Operations Coordinator Department Administrative Leadership | Extended Learning Compensation Range $5,791.00 - $8,323.42 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date May 8, 2025

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

UBC Extended Learning (ExL) brings UBC excellence in academics, teaching, and research to communities through flexible, innovative, and accessible learning opportunities. ExL welcomes thousands of lifelong learners from all over the world annually, and supports UBC faculties to create and deliver programming that meets the career and personal educational needs of learners while strengthening UBC’s contribution to society, industry, and government.

The Operations Support Team is a newly formed unit within UBC Extended Learning, designed to innovate new operations in light of recent and ongoing adoption of new technologies, including a student information system, AI, CRM, and others. This team will ensure the seamless execution of essential operational tasks that support the department’s educational mission while driving continuous improvement and innovation in workflows and processes. By consolidating these tasks into a dedicated team, Extended Learning enhances efficiency and ensures a consistent, high-quality experience for both students and instructors.

The Business & Technical Operations Coordinator manage and optimize system operations, integrations, and workflows across multiple platforms including Destiny One (LLIS), Canvas, and Salesforce. This role drives operational efficiency through process automation, system enhancements, and enrollment standardization. This role ensures compliance in credentialing, supports cross-unit collaboration, and provides guidance to internal and external stakeholders on emerging technologies and leading continuous improvement initiatives, the coordinator enhances the learner and instructor experience while ensuring seamless, scalable, and sustainable operations aligned with UBC’s educational and institutional goals.

Work Performed

System Operations and Integration Management

• Act as an operational expert for Destiny One (LLIS) and integrated systems including Touchnet, LTPS, Canvas, Workday (HR/Finance), Power BI, Informer, Salesforce Marketing Cloud, Drupal, and M365.

• Oversees day-to-day system integrations, ensuring functionality, usability, and alignment with learner, instructor, and staff workflows.

• Troubleshoots and resolves technical and end-user issues; escalates as needed in collaboration with Business Systems Specialist, UBC IT, , and vendors to maintain system performance and security.

• Maintains a strong understanding of APIs and integration points across platforms, while staying current with emerging technologies (e.g., AI tools) to enhance or integrate with ExL systems.

• Monitors LLIS performance and identifies opportunities for system enhancements and workflow optimization.

• Leads evaluation and operational implementation of new tools and features, focusing on efficiency and user satisfaction.

Operational Process Improvement and Automation

• Identifies workflow inefficiencies and leads the design and implementation of system-enabled improvements with a focus on automation, scalability, and sustainability.

• Work with the Business Systems Specialist to develop automation tools and translate system-level designs into daily operations.

• Creates templates, batch processes, and reporting tools to streamline operations in areas such as enrollment, credentialing, communications, funding, and service delivery.

• Leads redesign efforts for core workflows (e.g., registration, credentialing, instructor onboarding) to improve consistency and efficiency.

• Supports change management through staff training, user guidance, and adoption of new technologies.

Enrollment Operations and Standardization

• Manage and standardizes enrollment processes across LLIS-participating units at UBC Vancouver and UBC Okanagan.

• Develops adaptable, scalable workflows that support diverse program models, funding structures, and student needs.

• Leads automation and streamlining of core enrollment functions, including group registrations, financial processing, credentialing workflows, and access management.

• Create training resources, templates, and onboarding practices to ensure consistent and compliant enrollment operations.

• Develops and maintains key performance indicator frameworks aligned with UBC goals and reporting standards.

Credentialing and Compliance Oversight

• Manages credentialing workflows to ensure timely and accurate issuance of certificates, digital badges, and other recognitions in accordance with policy.

• Identifies and mitigates compliance risks in student data handling and credentialing processes.

• Interprets UBC policy changes and translates them into actionable updates for procedures and workflows.

Client Collaboration and Support

• Serves as the primary operational contact for LLIS user communities within ExL and partner units.

• Provides input and recommendations to internal and external clients on process optimization and service delivery.

• Collaborates with faculties, staff, IT, and vendors to ensure operational alignment with UBC standards.

• Assesses the impact of proposed system/process changes, balancing short-term needs with long-term goals and risk management.

• Manages multiple concurrent initiatives, including new unit onboarding, ongoing support, and continuous improvement projects.

• Triages escalations, evaluates urgency and risk, and coordinates resolution with appropriate stakeholders.

Decision-Making / Level of Accountability

The Business & Technical Operations Coordinator exercises a high degree of independence and judgment in managing administrative functions and implementing new processes. The role involves making decisions related to budget expenditures, resource allocation, and operational systems, with accountability for achieving efficient and effective outcomes. Decisions are reviewed for alignment with overall organizational objectives and established guidelines.

Consequence of Error/Judgement

Errors in judgment, decision-making, or execution by the Business & Technical Operations Coordinator could have significant impacts on UBC Extended Learning’s operations, reputation, and financial health. Inefficient processes, delays in instructor onboarding, inaccuracies in credential issuance, or failure to comply with institutional and regulatory requirements could disrupt program delivery, diminish the student experience, and lead to loss of trust from stakeholders. Additionally, failure to identify or implement appropriate technological solutions could result in missed opportunities for innovation and efficiency, negatively affecting the department’s ability to meet its strategic objectives.

Supervision Received

The Business & Technical Operations Coordinator reports directly and works under the general direction of the Associate Director, Extended Learning. This role works under the direction of members of the ExL Management Team for ExL business systems initiatives.

Supervision Given

Will supervise work given to student staff. May indirectly manage individual and teams related to LLIS projects.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Bachelor’s degree in a related field

• A project management-related certificate or designation is an asset; Project coordination and/or management experience is required.

• Experience using and administering student registration systems.

• Ability to translate business needs into technical deliverables

• Excellent communication skills (spoken and written, formal and informal) and computer skills (e.g., with the MS Office Suite).

• Knowledge of University policies, procedures, governance and administrative systems preferred.

• Strong organizational, problem-solving, planning and analytical skills and possess an excellent attention to detail.

• Proven ability to communicate professionally and tactfully, both orally and in writing.

• The incumbent must demonstrate a high degree of professionalism and possess excellent public relations and interpersonal skills in dealing with a diverse range of offices and organizations.

• Ability to work independently and cooperatively both within the UBC community and with external stakeholders.

• Ability to effectively manage multiple tasks and priorities.

• Ability to exercise judgment, tact, discretion and diplomacy.

• Ability to communicate and work with a diversity of people from differing backgrounds.

• Ability to conduct research, gather and analyze information, and come to an appropriate conclusion.

• Demonstrated ability to manage projects and lead a team.

• Ability to work in an environment of ambiguity and change.

• Excellent time management and organizational skills.

• Experience using and administering student registration systems.

• In-depth knowledge of IT decision making framework and data stewardship

• Good understanding of FIPPA and information security best practices

• Strong collaboration and communication skills.

• Demonstrates the willingness, ability, and enthusiasm to learn new processes, methodologies, or technologies.

• Ability to work with changing priorities and an atmosphere of ambiguity.

• Ability to work outside of regular hours as required.