Programs Support Officer

This is a remote position.

Philippine-based applicants only.

Join us at an exciting time in our global business growth! We are seeking an Industry Partnerships Associate to help connect talented students with employers to build skills for the future of work.

About the role:
The Programs Support Officer is responsible for supporting the delivery of Practera Programs and products.

About you:
You are super organised and love working in a team and to a process. Teamwork makes the dream work. You believe in the power of experiential learning and to help students and businesses succeed. 

About Practera:
Practera is a fast growth Australian founded edtech startup. We’re on a mission to help millions of people build skills, navigate the future of work and create life opportunity.

 Our Practera platform connects students and industry partners in a range of work integrated learning programs. In many programs diverse student teams undertake research projects for a real industry ‘client’ to develop their professional skills and experience. The programs are primarily short form (2-3 weeks) and online, there is no cost to the employer to participate and generally the ‘ask’ is a project brief and 2-4 hours of time. The team also recruits mentors seeking to give back and who play a defined advisory role to the students.

Thousands of employers have successfully participated in Practera Student-Industry programs as project ‘clients’ over the past few years, with an overall 85% ‘Willingness to Recommend’ (WTR) and 88% of reports described as high or outstanding quality. Practera is seeking employer participation from a broad range of sectors, countries and types – from large brand name businesses, to startups, small business, government and community organisations.

We are a global and distributed team with people in Australia, US, UK, Malaysia, Sri Lanka, Phillippines and India. Our passionate, diverse team and friendly culture are the foundation of our success, and our #1 value is delivering positive experiences – for our staff, customers and students!

Scope of role:

●       Support the preparation, planning, delivery and reporting of Practera programs, according to the delivery schedule / calendar

●       Work with Program Manager/Director to liaise with key external stakeholders (including university and industry partners) to support program delivery, including student recruitment, program logistics and technical support and reporting

●       Provide support on technical configuration and testing requirements

●       Support and execute on the administrative requirements of program delivery (for example but not limited to, community management, participant support through multiple channels, managing workflows and documents, facilitating workshops)

●       Program monitoring, evaluation and reporting 

The key responsibilities of the Programs Support Officer are:

 Program Delivery and Coordination 80%

●       Support of program delivery including planning, preparation, delivery and reporting.

●       Coordination  and maintenance of project delivery of assigned Programs and allocation of work across all delivery requirements for each program delivered by the Practera Team.

●       Manage and maintain duties in the Programs Calendar and Asana project lists across all programs and ensure all tasks and projects are on track and delivered as per the schedule.

●       Liaising with Universities and coordinating all requirements post sale from student recruitment, support and program reporting with allocated stakeholders (ie Careers team)

●       Lead Mentor recruitment and engagement for Micro Projects.

●       Collaborating with relevant staff and ensuring configuration and UAT is completed for all programs.

●       Liaising with the Projects team to ensure all Clients/Projects engaged, confirmed and ready for program launches

●       Lead and manage all venues and facilitation requirements in place for program launches

●       Program Coordination including program support, interventions, tech requirements and successful execution for Programs to a high standard.

●       Engagement and bug reporting with the tech team, along with continuous product improvement feedback.

●       Report weekly to Programs team updates and status, flagging key issues re resource needs.

●       Continuous improvement of program delivery / efficiency and scale

Continuous Improvement & Other Projects 20%

●       Work collaboratively with Programs, Design, CS and Tech Team to ensure quality delivery of experience on Practera, and oversees continual program learning and process improvements are implemented at business scale.

●       Involvement in Customer Success projects as required. Ie Job Smart

●       A Practera Sys-Admin Power user managing technical requirements, and training of others (internally and externally).

●       Special Projects.

●       Learning Design or Social Media & Promotional videos

Requirements

Key Responsibility Areas (KRAs)

●       Accountability for ensuring contracted Program delivery and Customer projects are delivered to a high standard and within set timeframes

●       Support the Programs Team in Mentor recruitment, engagement and management

●       Support all customer needs across student, industry and educators

●       Programs are configured to a high standard on Practera, with minimal errors and maximum accuracy  

●       Technical helpdesk support queries and Programs Inbox emails are responded to within 1-2 business days

●       Continuous improvement of program delivery/efficiency and scale of Programs

Key Performance Indicator (KPIs)

1. 100% of contracted programs are successfully delivered on time, in a quality manner
   
2. 100% of required Mentors for micro programs successfully recruited, engaged and managed
   
3. Positive customer feedback (including University customers and their retention) and ‘willingness to recommend (WTR)’ score of 8 and above
   
4. 100% of Design, special and/or ad hoc projects delivered within scope, on time and in a high quality manner (demonstrated in WTR scores)
   
5. Demonstrating Practera values, leadership and team performance
   

You should have the following experience and qualities

• Minimum 1 year of professional experience working with students and/or early career graduates gained from backgrounds in roles such as Graduate Recruitment, L&D, tertiary careers, Work Integrated Learning or Student Experience.
  
• High energy and entrepreneurial drive
  
• An ability to learn and adapt quickly; quickly get a firm grasp of our customers, business and processes
  
• Excellent presentation, communication, teamwork and interpersonal skills
  
• Creativity, optimism and flexibility in the face of project changes and challenges #startuplife
  
• Relevant tertiary qualifications
  
• A secondary background and experience in fields such as customer success, product management, community management, management consulting, innovation, marketing & communications would be valuable
  

Benefits

•           10 days annual leave credits
  
•           5 days of sick leave