Program Coordinator
2 weeks ago
Location: Remote (Work from Home)
Department: Learning/Services Delivery (Global)
Employment Type: Full-Time
Shifts: Rotational (24x7)
Weekly Offs: 2 days per week
About Emeritus:
Emeritus is a global leader in online education, partnering with top universities and corporations to deliver world-class learning experiences. We believe in the power of education to transform lives, and we strive to bring accessible, high-quality learning opportunities to professionals worldwide. As a leader in the EdTech industry, Emeritus is committed to providing transformative learning experiences to professionals across the globe.
Role Overview:
As a Program Coordinator within the Learning/Service Delivery team, you will play a key role in ensuring the smooth operation of our programs, providing support to learners, and coordinating with internal teams to ensure a seamless learning experience. The ideal candidate will have excellent written and verbal English communication skills, thrive in a fast-paced, dynamic environment, and be adaptable to evolving processes. Knowledge of the EdTech industry and/or prior experience in education technology will be a valuable advantage. This role requires the candidate to work in rotational shifts (including night shifts) with rotational week offs.
Key Responsibilities:
- Learner Support: Serve as the point of contact for learners, addressing inquiries, guiding them through the program journey, and resolving issues to ensure a positive experience. Respond to learner inquiries via live chat, email, and phone calls, ensuring timely and accurate resolution of issues. Ability to work across all the 3 channels is a primary requirement of this role.
- Stakeholder Collaboration: Work closely with internal teams (course designers, tech support, instructors, course SPOCs) to manage program timelines, ensure the alignment of deliverables, and identify areas for process improvement. Serve as a liaison between learners and internal teams, effectively communicating program updates and addressing learner concerns.
- Process Improvement: Identify opportunities to streamline program delivery, enhance learner satisfaction, and implement best practices for efficiency.
- Quality Control: Ensure that all learning communications adhere to quality standards and branding guidelines set by the process. Maintain up-to-date knowledge of Emeritus’ online programs and university partnerships to assist learners efficiently. Stay adaptable to process changes and work in a dynamic environment that requires flexibility and responsiveness.
Qualifications:
- Bachelor’s degree in a relevant field or equivalent qualification.
- Excellent Communication: Strong written and verbal English communication skills are essential.
- Adaptability to Business Needs: Ability to respond to tickets, chats, and out-calling as per the business requirements.
- Customer-Focused: Demonstrated experience in a customer support role with the ability to resolve learner inquiries professionally and effectively.
- Tech-Savvy: Ability to quickly adapt to new software platforms and tools, with an interest or background in EdTech being a plus.
- Adaptable: Ability to work in a fast-paced, dynamic environment with flexibility and a positive attitude. Willingness to work in rotational shifts (24x7).
- Detail-Oriented: High attention to detail in written communication and problem-solving.
- Team Player: Collaborative mindset with a willingness to work across teams to provide exceptional learner support.
- Experience in EdTech or a related field: Prior experience with online education, services delivery, or familiarity with digital learning tools (preferably proficiency with learning management systems (LMS).
- Remote Work Capability: Ability to work independently in a remote setting while maintaining strong communication with team members.
- Organizational & Multitasking Skills: Excellent organizational skills with the ability to manage multiple priorities.
- Data-Driven Mindset: Focus on results, data analysis, and continuous improvement.
Why Join Us:
At Emeritus, you’ll have the opportunity to make a real impact by helping professionals worldwide achieve their learning goals. We offer a collaborative, inclusive work environment, opportunities for professional growth, and the chance to work with leading global educational institutions.
Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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