Support Services Officer, Continuing Education

Conestoga College School of Business; Kitchener; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

Conestoga College School of Business is seeking a Temporary Full-Time Appendix D Support Staff to provide administrative, operational, and student support for Continuing Education and Part-Time Studies. The role supports faculty contracts, scheduling, budgeting, and program planning in a hybrid on-site/off-site arrangement at Doon campus.

The incumbent serves as a primary contact for students and staff, facilitates onboarding, answers inquiries, and helps maintain program information, quality

Qualifications

• Two-year diploma in Business/Office Administration or related field.
• Minimum three years of customer-facing work experience.
• Excellent customer service and relationship-building skills.
• Strong verbal and written communication with diverse stakeholders.
• Ability to prioritize, manage deadlines, and adapt to changing priorities.
• Strong organizational, problem-solving, and analytical skills.
• Experience collecting, analyzing, and reporting data.
• Proficiency in preparing professional reports, correspondence, and presentations.
• Ability to work independently while contributing to a team.

Responsibilities

• Coordinate faculty contracts, teaching assignments, course scheduling, and course outline reviews.
• Develop and maintain program delivery schedules and semester course plans for assigned part-time programs.
• Complete course section loading and issue faculty contracts within assigned portfolios.
• Support faculty onboarding activities, including orientation sessions.
• Respond to inquiries related to College policies, procedures, services, and Continuing Education practices.
• Review and analyze data to support reporting, planning, budgeting, and operational decision-making.
• Prepare annual and revised program budgets using enrolment and financial data.
• Monitor departmental email accounts and respond to inquiries in a timely manner.
• Conduct labour market and competitor research to identify opportunities for new program offerings.
• Provide support to other areas during peak periods.

Skills

Customer service

Communication

Data analysis

Time management

Teamwork

Problem solving

Education

Diploma in Business/Office Administration

Job description

Position Summary
Temporary Full-Time Appendix D Support Staff, replacement contract position (3-month contract)

The Support Services Officer (SSO) provides administrative, operational, and student support services for Continuing Education and Part-Time Studies. Working in a multi-campus environment, the incumbent delivers accurate, timely, and professional support to students, faculty, program leaders, and external partners.

The SSO coordinates key academic and administrative processes, including faculty contracts, teaching assignments, course scheduling, budgeting, quality assurance activities, and program planning. As a primary point of contact for student and academic inquiries, the incumbent works collaboratively with Chairs, Program Managers, and college departments to resolve issues, improve processes, and support a positive student experience.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement, Monday to Friday, 9:00 a.m. to 4:30 p.m., with three days on-site at Conestoga's Doon campus, located at 299 Doon Valley Dr. in Kitchener, and two days remote.

Responsibilities

Academic and administrative operations

• Coordinate and support academic administrative processes, including faculty teaching assignments, contracts, course scheduling, and course outline reviews
• Develop and maintain program delivery schedules and semester course plans for assigned part-time programs
• Complete course section loading and issue faculty contracts within assigned portfolios
• Support faculty onboarding activities, including participation in orientation sessions
• Respond to inquiries related to College policies, procedures, services, and Continuing Education practices
• Review and analyze data to support reporting, planning, budgeting, and operational decision-making
• Prepare annual and revised program budgets using enrolment and financial data
• Monitor departmental email accounts and respond to inquiries in a timely manner
• Conduct labour market and competitor research to identify opportunities for new program offerings
• Provide support to other areas during peak periods

Student support and advising

• Serve as a primary contact for part-time program inquiries and provide guidance on applications, registration, program pathways, and graduation requirements
• Monitor student progression and provide accurate academic information to support goal attainment
• Facilitate virtual student orientation sessions and information sessions
• Assess and resolve student concerns and complaints within the scope of the role, escalating issues when appropriate
• Track and communicate program structures, prerequisites, delivery methods, course sequencing, and credit equivalencies
• Develop individualized transition plans for students impacted by program changes, suspensions, or curriculum revisions
• Protect the confidentiality and security of student records and information

Quality assurance and program promotion

• Support program promotion through events, information sessions, social media content, newsletters, and marketing materials
• Review and maintain the accuracy of public program information across websites and promotional channels
• Coordinate and document quality assurance activities, including Annual Program Reviews (APR) and Major Program Reviews (MPR)
• Prepare Program Advisory Committee (PAC) reports and related documentation
• Participate in College committees, working groups, and special projects as assigned

Qualifications

• A two-year diploma in Business, Office Administration, Social Science or related field.
• Minimum three years of work experience in a customer-facing role is required; preferably within an educational institution or community services environment
• Excellent customer service and relationship-building skills.
• Strong verbal and written communication skills, with the ability to interact professionally with diverse stakeholders
• Demonstrated ability to prioritize work, manage multiple deadlines, and adapt to changing priorities
• Strong organizational, problem-solving, and analytical skills
• Experience collecting, analyzing, and reporting on data
• Proficiency in preparing professional reports, correspondence, and presentations
• Ability to work independently while contributing effectively as part of a team
• Demonstrated commitment to continuous improvement and service excellence