Programs Support Officer

This is a remote position.

Scope of role:

• Support the preparation, planning, delivery and reporting of 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 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
  

Requirements

Continuous Improvement & Other Projects 20%

• Work collaboratively with Programs, Design, CS and Tech Team to ensure quality delivery of experience, and oversees continual program learning and process improvements are implemented at business scale.
  
• Involvement in Customer Success projects as required. Ie Job Smart
  
• A Sys-Admin Power user managing technical requirements, and training of others (internally and externally).
  
• Special Projects.
  
• Learning Design or Social Media & Promotional videos
  

 
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, 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 our values, leadership and team performance
   

The ideal candidate

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