Manager, Program Operations

Emerson College Manager, Program OperationsJoin our community and experience Emerson College! The Manager, Program Operations is a department level operational owner of the academic planning lifecycle, the end-to-end framework spanning demand planning, schedule build, gate review, registration operations, activity pay, and post-term analysis. The Manager ensures each phase is executed accurately and consistently for an assigned department and/or academic area, with the institutional knowledge and cross-functional relationships to sustain it through transitions and growth.

The Manager partners with academic leadership and central offices to plan and build data-informed schedules, coordinate affiliated faculty hiring and onboarding, administer activity pay, and drive continuous process improvement. The Manager leverages enterprise platforms, data analytics environments, and project management tools to manage records, analyze data, and document workflows that support institutional continuity.Essential Job DutiesManage annual and semester course planning, demand projections, and section sufficiency, aligning section supply to enrollment trends, program goals, and growth objectivesLeverage historical enrollment data, cohort progression patterns, curriculum tracks, and student pipeline data to build term-based projections before each schedule build cycleDevelop and manage course schedules using data-informed planning, continuously improving processesDevelop and maintain annual and semester cohort calendars and scheduling milestonesSurface course gaps and section shortfalls each term to inform affiliated faculty hiring decisions before the schedule build beginsConduct audits of course assets, academic assignments, and instructor records to ensure compliance and data accuracyIdentify process improvement opportunities through data analysis and present findings to leadershipBuild and enter course schedules into the SIS, ensuring course caps, waitlists, program attributes, meeting times, modality, and dates are accurateAdminister availability surveys, section sufficiency reviews, and instructor invitations; manage the full scheduling production cycle through publicationParticipate in gate review prior to registration opening by verifying schedule accuracy, confirm instructor assignments are complete, flag unresolved conflicts, and escalate before the schedule is publishedMonitor registration in real time, tracking fill rates against projected demand; escalate sections trending off-projection with a recommended response before decisions become reactiveManage waitlist activity, surface unmet demand signals, and coordinate with the Registrar's office on protocolsTrack and document post-publish schedule changes, instructor modifications, room changes, modality shifts, cancellations and communicate to relevant stakeholdersServe as an end-user of Banner, Workday Student, Argos, Salesforce, and project management tools, ensuring records are accurate and workflows are optimizedIdentify and implement workflow improvements across programs for operational efficiencyUnderstand system integrations across the institution and with external partners to troubleshoot issues and support continuityLead the hiring and onboarding of affiliated faculty, optimizing the process for efficiency and a high-quality faculty experience.Serve as a primary point of contact for instructors, fostering a culture of continual improvement through feedback and process evaluationsCollaborate with faculty and academic leadership on staff teaching assignments in alignment with operational deadlines and program needsDevelop and deploy assignment invitations and contracts in alignment with program goalsWork across departments to assess and deploy systematic processes for hiring coordination, activity pay, course registration, and data integrationsProject future course planning needs based on course analysis, faculty availability, and staffing gaps; advise academic leadership on hiring projectionsCollaborate with the Registrar's office and academic affairs on affiliated faculty compliance, audit functions, and job profile standardsPartner annually with central offices to review affiliated faculty activity status and determine active or offboarding decisions, ensuring records are accurate and compliantSupport operational functions related to external academic partnerships including online program management relationshipsCollaborate with academic and financial leadership to administer activity payroll processes accurately and on time.Conduct end-of-term reconciliation of instructor assignments and activity pay to confirm all compensation is accurate and documented before the term is closed.Identify and resolve payment errors; submit manual activity payments as needed and maintain accurate reporting of assignments.Analyze assignment and section data for budget reviews and identify improvement opportunitiesProvide accurate financial data to support budget development and forecasting for the upcoming fiscal periodFollowing each term, compare projected demand to actual enrollment outcomes; document where projections were over or under- and share findings with academic leadership to inform the next planning cycleReport out on course efficiency indicators term-over-term including fill rates, cancellations, waitlist volume, hiring lead times, and pay accuracy to identify recurring patterns or systemic gapsDocument lessons learned and scheduling logic changes at term close to support institutional continuity and reduce reliance on individual knowledgeLeverage AI and project management tools to track scheduling workflows, planning timelines, and operational tasksDevelop and maintain standardized SOPs that support accreditation, compliance, and operational continuityDocument institutional knowledge, scheduling logic, and workflows to support bench coverage and onboardingRepresent the area in cross-functional forums; support leadership with data-driven operational and faculty related recommendationsCollaborate with central offices on reporting, dashboards, and planning tools that support scheduling and demand modelingServes as a key consultant and informant, for program planning, including projections, forecasting, and automationOther duties as assignedQualificationsBachelor's degree from a regionally accredited college or university required; Master's degree preferred5–7 years of experience in higher education, academic operations, or a related field required; exceptional candidates with 4 years and directly relevant experience will be consideredExperience with various platforms including Banner, Workday Student and HCM, Argos, Salesforce, and PM tools requiredExperience working with faculty and academic leadership requiredExperience in course scheduling, demand projection, or academic planning operations preferredExperience developing and maintaining stakeholder relationships and managing expectations requiredExperience with affiliated faculty hiring, onboarding, and activity pay processes preferredExperience managing high volume workloads in a deadline-driven environment with the ability to manage multiple timelines simultaneously requiredKnowledge, Skills, and AbilitiesAnalytic, technical, and problem-solving skills with the ability to synthesize data from multiple sources to inform planning decisions requiredAdvanced Excel skills; familiarity with data analytics and AI platforms preferredDeep understanding of the academic planning cycle: demand projection, schedule build, gate review, registration, and post-term analysis requiredSuperuser experience with student information systems, communication relationship management and project management platforms requiredAbility to devise solutions with limited information and use experience or precedent to resolve issues requiredFluency in developing, documenting, and implementing standard operating procedures requiredDetail-oriented with strong time management and organizational skills requiredExperience managing budgets, payment processes, and reconciliations preferredExcellent interpersonal and communication skills; ability to work effectively with personnel at all levels requiredAble to handle sensitive issues and maintain confidentiality requiredAbility to work autonomously in a fast-paced team environment requiredFluent in Microsoft Office, Adobe, Google Suite, and project management tools requiredFamiliarity with continuous improvement methodologies such as Lean or Six Sigma preferredPhysical AbilitiesGenerally sedentary; movement throughout the area required from time to timeRequires long periods of mental concentrationAbility to communicate effectively in person and through various mediaOccasional lifting of up to 20 pounds; repetitive movements; ability to read a computer screen and fine printWork EnvironmentThis is a remote position. The candidate is expected to come to campus for meetings, planning sessions, and engagements as needed throughout the semester and academic year.Usual office conditions; exposed to moderate noise levelsIn-Office ExpectationsThis position is primarily remote with occasional days in the office.

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