The Programme Manager is responsible for managing and executing flawless virtual, face-to-face and blended deliveries of client Programmes.
Essential Duties and Responsibilities:
Owns the end-to-end execution of client Programme delivery:
- Co-creating and managing project plans, budgets and invoicing schedule
- Driving critical delivery elements of the work plan
- Partnering with the Project Director to manage the contracting process
- Owning the planning for all Programme delivery materials including mailings, participant materials, Dialog and method or experience needs
- Coordinating and participating in design meetings to discuss delivery logistics and offering design ideas for learning environments, materials and the use of technology for virtual experiences
- Coordinates all communications and logistics during Programme delivery
- Owning the post Programme evaluation and debriefing processes
- Manages learning and organizational effectiveness projects that may be large, complex, medium to high risk, or highly visible
Supports execution of on-site delivery Programmes:
- Owning the planning for on-site delivery aspects to include hotel/conference center logistics, on-site material and method needs and classroom set-up/requirements
Supports virtual delivery (and blended) Programmes:
- Sourcing from the client standards and guidelines for virtual delivery platform such as: brand standards and guidelines (including primary, secondary and tertiary colors with hex codes); high resolution color and black & white logo files; high resolution artwork for collection, path, activity and event headers/tiles; custom font files
- Liaises with client, client team, graphic designer and digital learning team on graphic design brief, artwork updates and visual (look/feel) changes
- Provides digital team with event details: date, time, URL, educator, additional resources/files to be included in project calendar invitation
- Provides content support for learning journey to include: educator content, descriptions, pictures, videos, hyperlinks, etc.
- Completes the user import spreadsheet to digital learning group for upload
- Provides draft communications such as: Welcome Letter, Enrollment
- Manages event attendance in platform and grants learner credit(s)
Provides client relationship management (CRM):
- Builds relationships with client, participants, faculty, suppliers, vendors and venues
- Understands the client’s basic business, curious about business challenges and trends
- Identifies potential risks and challenges with client relationships and projects, as well as wider opportunities and needs the client has
- Observes and listens for concerns and questions during the delivery, takes actionwhen appropriate and communicates to project team
- Coordinates with on-sight client delivery person when not attending Programmedelivery ensuring a smooth transition
Supports the project budgeting process:
- Managing Programme delivery related contracts, and when appropriate faculty contracts
- Manages materials and venue to budget
- Owns Programme delivery budget and financials
- Documents all Programme delivery expenses
- Reviews with finance all billing information to ensuring Programme expense accuracy
Implements the evaluation process designed by the team:
- Reviews evaluations preparing summary reports for the project team, faculty and client
- Contributes insights to Programme debrief meetings regarding participant reaction, logistical challenges and recommended changes to address them
- Makes suggestions for Programme improvement concerning social events and experiential activities
- Partners on design efforts on special assignments related to Programme delivery, such as in-market emersions
- Seeks out opportunities to learn Duke CE design philosophies and participates in developing elements of detailed design.
- Familiar with key Duke CE designs
Owns knowledge management related to Programme delivery materials:
- Maintains Programme delivery documents in agreed location
- Updates documents as necessary
- During Programme deliveries, listens for opportunities to extend Duke CE work
- Offers suggestions and shares opportunities with internal client team
- Takes part in and contributes to internal business development and design meetings; joins business development teams on meetings
Shares best practices and lessons learned within the Programme Manager community to improve the collective community intelligence; seeks to learn from experience and share learnings with others.
Performs other job-related duties and responsibilities as may be assigned or required.
Position Knowledge, Skills and Abilities Required:
Project Management Skills
- Priorities, organize and manage multiple tasks independently
- Anticipates needs; takes proactive approach to work
- Strong attention to details; focused on quality
- Ability to coordinate and organize meeting and/or special events.
Client Relationship Management
- Ability to establish professional and personal credibility with colleagues, clients, faculty and venders; owns relationships
- Ability to “think outside the box” offering ideas or suggestions with confidence.
- Strong interpersonal and communication skills
- Relates well to all kinds of people inside and outside of the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact
- Understand budgeting process and systems
- Curious about client business and industry
- Curious about client business, market and culture
Education and Experience Requirements:
- Bachelor’s degree (or equivalent) required with at least 2 years’ experience working in a customer/ client facing role.
- Experience with professional education; event coordination and learning management systems preferred
- Experience working with remote/virtual teams
- Proficiency with Microsoft Outlook, Word, PowerPoint, Excel and the web; experience with graphic design preferred
- Requires frequent travel domestically and internationally 50-75%
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