Program Delivery Manager

Emeritus Enterprise; Boston (MA); On-site; USD 85,000 - 120,000; Full time

Job summary

Emeritus is seeking a Program Delivery Manager for a six-month fixed-term contract to oversee end-to-end program delivery and learner experience. You will coordinate onboarding, track success metrics, and work with course leaders to ensure learner support and engagement.

The ideal candidate has 4–6 years of customer experience management, strong program management, and experience with online learning delivery, in a fast-paced global environment.

Qualifications

• 4-6 years of customer experience management.
• Experience scaling CX for high-profile customer segments.
• Strong program management and customer service capabilities.
• Experience with online learning delivery.

Responsibilities

• Own end-to-end delivery of multiple programs, ensuring high-quality learner experience.
• Oversee learner onboarding activities and program setup.
• Drive program success metrics including completion, engagement and satisfaction.
• Coordinate with course leaders to ensure learner support.
• Serve as primary point of contact for learner escalations and complex issues.
• Monitor learner progress and intervene with at-risk learners.

Skills

Customer experience management

Program management

Customer service

Online learning delivery

Tools

Learning management systems

Job description

Temp Consultant

Job Description

Ab out Emeritus:

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China.

Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.

About the Role:

This is a full-time, six-month fixed term contract position. The Program Delivery Manager (PDM) is responsible for the end-to-end delivery of multiple programs, serving as the primary point of contact for learners and managing program success metrics. This role drives exceptional program delivery and learner experience while implementing processes to enhance operational efficiency.

As we operate in a fast-moving environment, this role requires a great deal of autonomy and flexibility, while being supported by a collaborative, global team.

How You Will Make an Impact:

Program Management and Delivery

• Own end-to-end delivery of multiple programs, ensuring high-quality learner experience.
• Oversee learner onboarding activities and program setup.
• Drive program success metrics including completion rates, engagement, and learner satisfaction to track and improve performance.
• Coordinate with course leaders to ensure comprehensive learner support.

Learner Experience Support

• Serve as primary point of contact for learner escalations and complex issues.
• Deliver timely, personalized support across all communication channels to ensure learner success throughout the program.
• Engage with program learners through virtual and in-person events to build thriving communities.
• Monitor learner progress through data-driven tracking, intervene early with at-risk learners, and develop personalized support strategies to improve retention.
• Coordinate guest speakers, networking activities, and engagement strategies.
• Monitor and analyze learner feedback and behavior to identify trends, implement improvements, and proactively adapt to expectations.

Stakeholder Management

• Foster effective relationships and communication across internal teams (Outreach, Admissions, Design) and external partners to ensure aligned program delivery.
• Provide feedback and insights on program health and quality to stakeholders.
• Work effectively with university partners and faculty.
• Coordinate cross-functionally to implement process improvement initiatives to enhance delivery efficiency and scalability.

Success Coach/Course Leader Oversight

• Oversee a team of course leaders including onboarding and coordination.
• Ensure timely and effective response to learner support needs.
• Monitor and optimize course leader performance.
• Facilitate communication between course leaders and other stakeholders.

What You'll Bring:

Required Qualifications:

• 4-6 years of customer experience management.
• Experience in scaling customer experience for high-profile customer segments.
• Strong program management and customer service capabilities.
• Experience with online learning delivery.

Preferred Qualifications:

• Experience working with US or UK institutions.
• Understanding of executive education.
• Event management and community building experience.
• Experience with learning management systems.
• Track record of process improvement implementation
• Customer-centric mindset
• Process implementation ability
• Data analysis capabilities
• Problem-solving skills
• Growth mindset
• Ability to execute in a fast-paced environment

The ideal candidate will combine strong program management skills with a passion for customer centricity and education impact, while demonstrating the ability to operate in a fast-paced, high-growth global organization.

Emeritusprovides equal employment opportunities to all employees andapplicants for employment and prohibits discrimination and harassmentof any type without regard to race, color, religion, age, sex,national origin, disability status, genetics, protected veteranstatus, sexual orientation, gender identity or expression, or anyother characteristic protected by federal, state or local laws.