Program Manager, Learning Services

Reporting to the Director, Learning and Training, the Program Manager plays a pivotal role in ensuring high quality production of programs, trainings, meetings, and customer service. The Program Manager is responsible for managing registration, promotion, customer service, logistics and billing, and evaluations for a variety of programs and trainings. Additionally, the Program Manager has an important role in ensuring the success of the Trainer Corps program.

Manage and implement program marketing information, registration, enrollment reporting, evaluations, and logistics for in-person and virtual programs and trainings. 30%

• Create registration events, corresponding web pages and learning management courses for workshops/events.
• Develop promotional content and coordinate with Marketing and other departments to disseminate messages through various channels for all learning and training products.
• Maintain and update organization-wide scheduling calendars.
• Manage scheduling, room and/or virtual space assignments, and on-site logistics for in-person programs.
• Input program and trainer data into databases, learning management systems, and other platforms.
• Coordinate evaluation and certificate process for assigned programs including disseminating survey, preparing reports for distribution to stakeholders.

Provide support to presenters and trainers for assigned programs (virtual/in-person). 20%

• Ensure presenters and trainers have necessary and up-to-date curriculum for planning and presenting programs
• Co-facilitate and support trainer orientations with appropriate member leaders and staff.
• Work with trainers/presenters to address program space set-up, special material needs, and equipment requirements.
• Produce and track presenter and team agreements.
• Prepare, track, and reconcile invoices and/or reimbursements for presenters, trainers, and sites, based on the agreed upon program budget.
• Produce and send thank you emails to volunteer presenters, trainers, and project team members.
• Coordinate and manage the dissemination of resources to participants.
• Provide planning, preparation, and day-of delivery support to assigned training teams.

Provide customer service for all learning and training products, programs and services. 15%

• Serve as customer service point person for all learning and training programs (workshops, eLearning, etc.)
• Create relevant dashboard and compile data/reports
• Maintain e-learning products as necessary in collaboration with Director
• Serve as back-up support for LPDS related products, programs and services logistics including registration, customer service, and technology support when necessary.

Other duties/projects as assigned.

Update assigned program materials and information. 10%

• Review, update and maintain relevant Learning and Training webpages in coordination with web content staff.
• Support development and design of program materials and resources.
• Update program materials in collaboration with subject matter experts to implement curriculum revisions.
• Provide quality checks on program materials.
• Pursue copyright permissions for curriculum materials when necessary.

Manage the Workshop Resource Center (WRC) at the Annual Conference. 10%

• Review and up-date all staff and volunteer roles and responsibilities related to annual conference workshops virtually or in-person.
• Create, maintain, and disseminate schedule of WRC staff and volunteers for annual conference.
• Serve as point-of-contact for virtual and in-person conference needs for workshops.
• Recruit, assign, train, and manage WRC staff and volunteers prior to and during annual conference.
• Model and provide high quality support and service to annual conference workshop trainers and participants, volunteers, and conference attendees.
• Troubleshoot and resolve issues and concerns and provide necessary support and follow-up.

Support volunteer trainer and reviewer recruitment, application, and notification processes for assigned programs. 5%

• Ensure marketing messages are prepared and advertised for open positions through various channels.
• Manage entire process for recruitment and reviewing of volunteers on web-based application portal. (Including creating application, compiling information for review, coordinating notifications, and customer support).
• Create and track online applications for volunteer training positions.

Maintain and support Trainer Corps program. 5%

• Track and update Trainer Corps members’ database records and delivery of workshops including generating lists
• Implement and oversee the logistics and asynchronous components of the Trainer Corps Induction Program
• Track RSVPs to and involvement/follow-through in Trainer Corps preparation, enrichment, and involvement program activities.

Perform other duties and complete additional projects as assigned by the supervisor. 5%

Required Qualifications:

• Bachelor’s degree or the equivalent combination of education and experience
• At least two years of work experience in a similar environment (offering professional development services)
• A track record of excellent customer relations support using a variety of communication mediums and platforms
• Strong communication skills, both oral and written, including web-based applications
• Demonstrated ability to plan, take initiative, set priorities, and exercise sound judgment in a complex, fast-moving environment
• Experience with database software, as well as various web or cloud-based conferencing platforms
• Ability to master various technology, web, and data management systems
• Exceptional organizational skills and attention to detail
• Proficiency with Microsoft Office suite products

Desired Qualifications:

• 
  Advanced proficiency with Microsoft Office suite products
• Experience with project management and database software.
• Exposure to or experience in volunteer engagement and/or international education
• Proficiency with Smartsheet, Canva, Zoom
• Strong technical acumen (iMIS, Cadmium, BlueSky).
• Previous experience with NAFSA, international education, or other association membership, or nonprofit organization

Office Environment

The workday is generally 9:00 a.m. to 5:00 p.m. Between Memorial Day and Labor Day, it is 8:30 a.m. to 5:30 p.m. Monday through Thursday and 9:00 a.m. to 12:00 p.m. on Friday.

Travel and weekend work is required occasionally. Participation in the NAFSA annual conference the week of Memorial Day, including the holiday itself, is a job requirement. The annual conference is held in varying cities in the U.S. Tasks are performed in a typical office environment, involving sitting for extended periods of time. Sitting, standing, bending, and lifting 10lbs or less will occur intermittently throughout the workday. Position involves constant use of computer keyboard and monitor, with intermittent use of headset and microphone.

Total Compensation, Benefits

The hiring annual salary for this full-time, 35-hour per week Program Manager, Learning Services position is targeted at $60,000. Total compensation for employment at NAFSA entails a competitive employee benefits package, including:

• Competitively priced medical and dental insurance plans with CareFirst
• 403(b) retirement plan with eligibility for a 7% employer contribution
• Generous paid vacation, sick, personal, compassionate, and parental leave plans
• Thirteen paid holidays plus office closure between Christmas and New Year's Day holidays
• Fully paid group life and disability insurance coverage
• Vision insurance plan
• Health and dependent care flexible spending account plans
• Pre-tax parking and transportation plans
• Opportunities for professional development
• Eligibility for tuition reimbursement up to $5,250 per year
• Free onsite fitness center and secure bicycle parking

About NAFSA: Association of International Educators

NAFSA: Association of International Educators is an organization of people dedicated to building a global community and fostering a more peaceful world through advancing international higher education. With approximately 10,000 members, NAFSA is the world’s largest professional development and advocacy organization committed to international learning and creating a more globally engaged, welcoming, and educated United States.

NAFSA believes that international education advances learning and scholarship, fosters understanding and respect among people of diverse backgrounds and perspectives, is essential for developing globally competent individuals, and builds leadership for the global community. We believe that international education lies at the core of an interconnected world characterized by peace, security, and well-being for all. NAFSA is a workplace that not only appreciates diversity but believes it is our strength, and we strive to create an inclusive culture for all our team members. NAFSA is proud to be an Equal Opportunity Employer. Learn more about NAFSA at www.nafsa.org.