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Online Learning Manager

Location: Boston , Massachusetts
Job Category:

Online Learning Manager
Harvard Business School 
8+ month contract 

The HBS Live Online Classrooms are virtual classrooms that allow up to 96 real-time participants and hundreds of observers to engage in case-based discussions across the globe. Reporting to a Program Services Manager, the Online Learning Manager supports the day-to-day delivery of sessions in the classroom. This role will work closely with a range of team members to ensure that every detail – no matter how small – is addressed so that every session meets the high-quality service standards that are a hallmark of the platform and team.

This is a contract position with the possibility of extension.

Responsibilities may include:

• Manage the programmatic aspects of the delivery of sessions in the HBS Live Online Classrooms, working closely with production, customer and technical support, and engineering to ensure coordination across functions.
• Identify session delivery issues and collaborate with other team members as needed to resolve in the moment.
• Work closely with faculty members to ensure that they are successful in the virtual classrooms. Coordinate with faculty members regarding materials and teaching plans before each session, and work with them when they are in the virtual classroom to ensure that they can fully utilize platform features.
• Provide support for client technical tests, participant connection tests, and other efforts to ensure session success.
• Manage the administration of HBS Live Online sessions, creating sessions in the Live Online Classroom Management System (LOCM), ensuring accurate participant rosters, seating charts, and breakout charts, and opening the classroom before sessions.
• Serve as the primary point-of-contact for clients during sessions, working with them to incorporate last-minute changes and communicate key information.
• Provide direct support to participants or coordinate with the customer and technical support team to respond to participant issues.
• Draft communications for HBS Live Online sessions, working with clients and other team members to modify communications and the communications calendar as needed.
• Other duties as required.

Required Qualifications:
• Bachelor’s degree or equivalent work experience required
• Minimum of 3 years’ relevant work experience
• As HBS Live Online sessions may have a global audience, we conduct programs at times that best serve a breadth of time zones. Accordingly, this position requires a flexible work schedule and includes early mornings, evenings, and/or weekends.
• This role has a significant on-campus component, but flexible work arrangements may be a possibility as well as remote/teleworking.

Additional Qualifications:
• Ability to manage challenging interactions with a faculty member, participant, or client by addressing concerns, resolving problems, providing solutions, and maintaining a productive and positive relationships.
• Excellent written and verbal communication skills with a strong customer service orientation.
• Ability to think proactively, suggest solutions, and manage multiple competing priorities simultaneously.
• Ability to recognize and respond to nuanced situations, and handle sensitive information with discretion.
• Comfort working with new technologies; experience in a teaching and learning capacity preferred.
• Ability to work both independently and as a team member.

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