Program Specialist - Learning Operations

Duke University; Durham (NC); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Duke Health is seeking a Program Specialist to support DUHS Learning Operations across enterprise programs in a hybrid model (on-site and remote). The role focuses on session setup, roster management with AI tools, learner inquiries, and program reporting.

Responsibilities include quality assurance across LMS/SharePoint, helping with materials, and continuous improvement of automated workflows. A bachelor's degree with related experience is preferred.

Qualifications

• Work requires analytical, communication, and organizational skills generally acquired through completion of a bachelor's degree with one year of program administration or event production experience, or an equivalent combination.
• Two years postsecondary education with three years in program administration or event production; or an equivalent combination.

Responsibilities

• Session operations: set up, room/virtual logistics, attendee check-in, materials, and on-site troubleshooting.
• AI-assisted roster and attendance workflow: prepare inputs, verify data, review outputs before sending.
• Learner support: manage program inbox, draft responses, escalate as needed.
• Content quality: perform QA on LMS content and SOPs; maintain records and logs.
• Reporting and logistics: produce recurring reports, manage supplies, identify manual steps to improve workflows.

Skills

AI-assisted tools

Data accuracy

Organization

Communication

Learning platforms

Education

Bachelor's degree + 1 year exp

Two years postsecondary + 3 years exp

Tools

LMS

SharePoint

Microsoft 365

Job description

Work Arrangement: Hybrid (On-Site and Remote mix)

Regular or Temporary: Regular

Location: Durham, NC, US, 27710

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

General Description of the Job Class

The Program Specialist provides broad administrative and operational support across DUHS Learning Operations enterprise programs. The position keeps enterprise learning programs running on cadence: session setup and live event support, material and logistics, participant communications, learner inquiries, and program reporting.

Roster construction, attendance reconciliation, and routine participant communications run through the department's AI enabled systems. This position operates those systems: preparing and validating inputs, reviewing generated output before it is used or sent, resolving flagged exceptions, and improving the workflows over time.

Initial focus is Day1@Duke and DUHS Leader Orientation, extending to additional enterprise programs as they come online.

Percentage allocations are approximate and shift between orientation and non-orientation weeks.

40% Session Operations and Live Event Support

Set up and support enterprise learning sessions in person and virtually. For in-person sessions: room and table setup, participant check-in, printed materials and name badges, catering orders, and on-site troubleshooting through the session. For virtual sessions: platform setup including rooms and pre-registration files, deck variables, speaker checks, run of show, polls, Q&A moderation, and live technical triage.

15% AI-Assisted Roster, Attendance, and Communications Operations

Run the automated roster and attendance workflow through the department's AI assistant. Prepare and verify source inputs, including HR system exports and entity splits, so the automation operates on accurate data. Review generated rosters, attendance reconciliations, and drafted participant communications for accuracy and tone before they are used or sent. Manage invitation, reminder, and reschedule cycles through the automated process.

Work the exception queue the automation produces. Route individual participation cases and attendance exceptions to the Program Manager for case-by-case handling rather than resolving them independently or allowing an automated communication to go to that group.

20% Learner Support, Program Inbox, and Escalation

Monitor and respond to the program inbox and participant inquiries, using AI-assisted drafting where appropriate and applying judgment on what requires a personal response. Provide help desk support during and around sessions. Track issues to resolution and elevate items requiring a program or policy decision to the Program Manager.

10% Content Quality Assurance, SOPs, and Records

Perform routine quality checks on program content and information across the LMS, SharePoint, and related sites. Maintain the error log, keep standard operating procedures current as automated workflows change, and maintain program records and documentation.

15% Reporting, Logistics, and Continuous Improvement

Produce recurring program and completion reporting. Manage program supplies and welcome materials, including order preparation and distribution list accuracy. Identify steps that remain manual or where automated output repeatedly needs correction, and work with the Program Manager and learning systems partners to improve or extend the workflows.

Scope of Ownership

This Role Owns

Supports

Does Not Own

Session setup, logistics, and live event execution support

Program reporting and survey administration

Program design, content, and curriculum decisions

Accuracy of inputs to and output from the automated roster and attendance workflow

Improvement and extension of automated workflows

Build and configuration of the AI assistant and its integrations

Review and release of automation-drafted participant communications

Individual participation and exception decisions

The exception queue, including routing to the Program Manager

Vendor and catering coordination

Facilitation and instruction

Invitation, reminder, and reschedule cycles

Audience designation and assignment rules

Program inbox and first-line participant support

Budget authority and procurement approval

Program supplies, materials, SOP upkeep, and the content error log

Minimum Qualifications

Education

Work requires analytical, communication, and organizational skills generally acquired through completion of a bachelor's degree program with one year of experience in program administration or event production. -OR- Two years of postsecondary education with three years of experience in program administration or event production. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Preferred Education and Experience

Education: Work requires organizational, analytical, and communication skills generally acquired through completion of an associate's degree program, or an equivalent combination of relevant education and experience.

Experience: Work requires two years of related administrative, program coordination, or event support experience.

Knowledge, Skills and Abilities

Willingness and aptitude to work with AI-assisted tools and processes daily, and the critical eye to catch when generated output is wrong, incomplete, or off-tone before it reaches a participant.

Accuracy with participant data, including spreadsheet manipulation, list management, and reconciliation of records across systems.

Strong organizational skills with the ability to run multiple concurrent program cycles against fixed session dates.

Professional written and verbal communication with new hires, leaders, and enterprise stakeholders.

Comfort with learning and event platforms, including a Learning Management System (LMS), virtual event tools, SharePoint, and Microsoft 365.

Sound judgment about what to resolve directly, what to elevate, and what should and shouldn’t be handled by an automated communication.

Willingness to work occasional early mornings or extended days aligned to in-person session schedules.

Preferred Qualifications

Experience supporting onboarding, orientation, or learning programs in a large or multi-entity organization.

Experience working alongside automated or AI-assisted workflows, including reviewing generated output before release.

Experience with an enterprise HR system and an LMS.

Experience with in-person event coordination for cohorts of 20 or more.

Onboarding Focus — First 90 Days

Period

Focus

Learn the Day1@Duke operating rhythm and the automated roster and attendance workflow. Shadow a full session cycle. Take over input preparation, output review, and the program inbox.

Support the first DUHS Leader Orientation pilot session end to end — setup, check-in, materials, and post-session reconciliation through the automated workflow.

Run the second pilot session independently on the operational side. Document standard operating procedures for both programs, including the review and exception steps around automated output.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Nearest Major Market: Durham

Nearest Secondary Market: Raleigh