Senior Program Operations Manager

NU USA Northeastern University; Boston (MA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Comprehensive benefits package

Tuition assistance

Wellness & life benefits

Commuting & transportation

Job summary

Northeastern University is seeking a Senior Program Operations Manager to oversee the online learning unit's operational processes, including scheduling, training, and stakeholder coordination. You will drive efficiency through SOPs and data-driven optimization.

The role emphasizes collaboration with program teams, faculty, and vendors to ensure successful course delivery and learner satisfaction. Strong organizational and leadership skills are essential.

Qualifications

• Bachelor's degree in education, business administration, or a related field required.
• Master's degree preferred.
• Minimum 3–5 years of experience in operations management, preferably in higher education or online learning.
• Experience managing complex projects and cross-functional teams.
• Strong organizational and project management skills with attention to detail.
• Familiarity with learning management systems (LMS), student information systems (SIS), and related technologies.

Responsibilities

• Oversee end-to-end operational processes for online learning programs, including schedules and task tracking.
• Lead ready-to-launch initiatives and monitor enrollment or course build issues.
• Track faculty contracts for development projects and teaching.
• Process student matriculation and outreach each term.
• Develop SOPs and program handbooks for consistency.
• Monitor KPIs and report to leadership.

Skills

Operations management

Cross-functional collaboration

Project management

Data analysis

LMS familiarity

SIS familiarity

Stakeholder management

Communication

Team leadership

Problem-solving

Education

Bachelor's degree in education, business administration, or related field

Master's degree preferred

Tools

Canvas

Teams

Zoom

Stellic

Navigate 360

Help Scout

Smartsheet

Slate

Banner

Job description

About the Opportunity

Job Summary: The Senior Program Operations Manager plays a key role in ensuring the efficient planning, implementation, and management of operational processes within the online learning unit. Possessing strong operational, technical, and interpersonal skills this role focuses on streamlining workflows, supporting program launches, student tracking, and collaborating with cross-functional teams to deliver high-quality online learning experiences. The ideal candidate thrives in a fast-paced environment, is highly organized, and demonstrates a commitment to excellence in higher education.

Key Accountabilities & Responsibilities

Program Operations Management: Oversee the end-to-end operational processes for online learning programs, including year-long class schedules and semester task tracking. Lead semesterly ready to launch initiatives in collaboration with Program & Relationship Managers flagging enrollment or course build issues. Work with Program and Relationship Managers to track and ensure timely processing of faculty contracts for development projects, and teaching. Process student matriculation each term including tracking materials and conducting student outreach. Monitor key performance indicators (KPIs) related to program operations and provide regular reports to leadership Manage students lists for student events, welcome packets, MailChimp, advising etc. Review and flag issues with student records, including student attributes, modality, scholarships, or course registration. Develop and document standard operating procedures (SOPs) and program handbooks/manuals to ensure consistency and efficiency across all programs. Oversee semesterly data clean up process to ensure most accurate student lists. This includes inactivating learners with the Registrar.

Learner Experience Support: Monitor and improve operational touchpoints to ensure learner satisfaction and retention. Act as team lead on Navigate 360, Stellic, and Help Scout initiatives. Support non-credit course delivery by setting up Canvas announcements and provide student inbox support as needed. Support for-credit course delivery by creating synchronous sessions via Teams/Zoom and maintaining attendance data. Creating course pack links for for-credit courses. Creating and adding Panopto playlists for for-credit courses.

Collaboration and Stakeholder Management: Identify opportunities to streamline workflows, enhance systems, and improve the scalability of program operations. Stay informed of emerging trends, technologies, and best practices in online learning operations. Collaborate with external vendors or partners to support technology implementation, course production, or learner engagement initiatives. Lead or support process improvement initiatives to align operations with strategic goals.

Other projects and responsibilities as needed. Contribute to positive team culture and collaborate effectively with program team, learning design team, and business partners. Take feedback from team members and clients and find the best ways to address concerns and provide new solutions. Act as a team player and pitch-in wherever help is needed, including supporting management of program projects, communication across teams, and mentoring others as needed.

Qualifications

Bachelor's degree in education, business administration, or a related field required. Master's degree preferred. Minimum 3-5 years of experience in operations management, preferably in higher education or online learning. Proven success managing complex projects and cross-functional teams. Strong organizational and project management skills with attention to detail. Ability to navigate ambiguity and adapt to changing priorities in a dynamic environment. Excellent interpersonal, communication, and collaboration skills. Familiarity with learning management systems (LMS), student information systems (SIS), and related technologies. Data-driven mindset with the ability to analyze metrics and inform decision-making. Experience working in a highly collaborative environment and promoting a teamwork mentality. High level of initiative and drive with a strong sense of urgency and accountability. Ability to work independently, but also as a team member when the situation warrants. Ability to solve problems, analyze learner survey and performance data and synthesize and summarize information. Consistently looks for a better way to do things in order to create organizational efficiency and effectiveness. Acts as a good steward of the university’s resources. Smartsheet experience preferred. Familiarity with Slate and Banner (or similar CRM/SIS platforms). Experience collaborating with higher education units such as Enrollment Management, ITS, and the Registrar.

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

• Northeastern has a comprehensive benefits package for benefit eligible employees.
• This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation.

Visit https://hr.northeastern.edu/benefits/ for more information. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

Compensation

Grade/Pay Type: 108S Expected Hiring Range: $60,315.00 - $85,192.50 With the pay range(s) shown above, the starting salary will depend on several factors, which may include your education, experience, location, knowledge and expertise, and skills as well as a pay comparison to similarly-situated employees already in the role. Salary ranges are reviewed regularly and are subject to change.

College & University Overview

Founded in 1898, Northeastern is a global research university and the recognized leader in experiential lifelong learning. Our approach of integrating real-world experience with education, research, and innovation empowers our students, faculty, alumni, and partners to create worldwide impact. Our global university system provides our community and academic, government, and industry partners with unique opportunities to think locally and act globally. The system- including 14 campuses across the U.S., U.K., and Canada, 300,000-plus alumni, and 3,000 partners worldwide- serves as a platform for scaling ideas, talent, and solutions. The university's residential campuses for undergraduate and graduate degrees are located in Boston, London, and Oakland, California. Our research and graduate campuses are in the Massachusetts communities of Burlington and Nahant; Arlington, Virginia; Charlotte, North Carolina; Miami; Portland, Maine; Seattle; Silicon Valley, California; Toronto; and Vancouver. Northeastern's personalized, experiential undergraduate and graduate programs lead to degrees through the doctorate in 10 colleges and schools across our campuses. Learning emphasizes the intersection of data, technology, and human literacies, uniquely preparing graduates for careers of the future and lives of fulfillment and accomplishment. Our research enterprise, with an R1 Carnegie classification, is solutions oriented and spans the world. Our faculty scholars and students work in teams that cross not just disciplines, but also sectors-aligned around solving today's highly interconnected global challenges and focused on transformative impact for humankind.