Program Coordinator

Summary

National University is a higher education institution offering professional and continuing education programs for learners and partners. The Program Coordinator provides high-touch learner support from inquiry through registration, course completion, and certificate fulfillment while assisting with enrollment conversion, persistence, reporting, events, referrals, and operational issue resolution.

Responsibilities

• Serve as the primary point of contact for prospective learners, enrolled learners, partners, and the public through phone, email, web inquiries, virtual meetings, and in-person events
• Provide timely, accurate information about PACE programs, course options, registration processes, certificates, completion requirements, learner support services, and next steps
• Conduct proactive learner outreach at key points in the learner journey, including inquiry follow-up, registration support, course access, login troubleshooting, persistence check-ins, completion reminders, and certificate-related communications
• Support inquiry-to-enrollment conversion by following up with prospective learners, answering program questions, helping learners navigate registration, and escalating barriers that may prevent enrollment
• Assist learners with registration, course access, Learning Management System (LMS) navigation, vendor platform access, payment questions, certificate requests, completion of documentation, and general troubleshooting
• Use SIS, Contract Relationship Management (CRM) systems, Monday.com, Microsoft Office, AI-enabled tools, and other identified platforms to document learner communication, track cases, support workflows, and maintain accurate learner records
• Partner with the Program Manager to ensure student registration, course access, completion of data, certificates, transcripts, and learner records are accurate and updated in appropriate systems
• Support partner-based contractual and publicly funded program initiatives by coordinating learner communications, collecting required information, and assisting with documentation needed for program success
• Communicate learner trends, recurring barriers, frequently asked questions, registration issues, and service gaps to the PACE team so learner needs are visible and can inform process improvements
• Coordinate enrollment office hours, learner onboarding support, virtual information sessions, in-person events, and presentations as needed
• Assemble and support documentation related to third-party payment programs, invoices, vendor coordination, learner completion, and program participation as needed
• Prepare reports, learner updates, summaries, evaluations, and other documents necessary to support program operations, learner success, partnership reporting, and leadership visibility
• Coordinate referrals to appropriate university departments, student services, community agencies, or internal support teams when learner needs fall outside the scope of PACE
• Escalate operational, technical, billing, catalog, LMS, or data issues to the Program Manager or appropriate internal owner while maintaining learner communication and follow-through
• Support PACE special projects, team initiatives, process improvements, and learner experience enhancements as assigned
• Participate in occasional onsite activities, trainings, and/or events as needed
• Other duties as assigned

Skills

• Some college coursework and a professional certificate, required
• Or equivalent combination of education and relevant work experience
• Minimum of three (3) years of professional experience in student support, customer service, hospitality, enrollment support, workforce education, human services, social services, or a related learner-facing environment, required
• Experience providing high-quality support through phone, email, virtual, and web-based communication channels required
• Demonstrated ability to manage multiple learner requests, document interactions accurately, and follow through on unresolved issues
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, Teams, and ability to learn new technology platforms quickly
• Ability to use the SIS, CRM, registration, LMS, project management, automation, and AI-enabled tools to support learner communication and workflow tracking
• Strong recordkeeping skills, including the ability to maintain accurate files, databases, learner notes, completion records, and communication histories
• Ability to interpret program information, registration requirements, learner support needs, and internal policies in order to provide accurate guidance
• Ability to identify trends in learner questions, barriers, and service needs and communicate those insights clearly to the broader PACE team
• Basic understanding of program coordination, learner support, reporting, invoicing, event support, and stakeholder communication
• Demonstrates a strong commitment to superior customer service and a learner-centered service experience
• Builds and maintains effective relationships with learners, internal stakeholders, external partners, and community stakeholders
• Communicates clearly, professionally, and effectively through both written and verbal communication
• Demonstrates proactive outreach, responsiveness, and consistent follow-through to support learner and partner needs
• Ability to apply critical thinking, problem-solving skills, and sound judgment to assess needs, resolve issues, and determine appropriate solutions
• Demonstrates strong organizational skills and attention to detail while maintaining accuracy and quality
• Effectively manages multiple priorities, responsibilities, and deadlines in a fast-paced environment
• Demonstrates flexibility and adaptability in a dynamic and evolving environment
• Collaborates effectively across internal teams and with external partners to coordinate services and achieve shared objectives
• Ability to represent PACE professionally in interactions with learners, partners, and community stakeholders
• Promotes a consistent, seamless “single voice” learner experience by coordinating effectively across teams and minimizing visible handoffs for learners
• Associate or bachelor's degree in business, education, workforce development, student services, communications, or a related field, preferred
• Experience with LMS platforms, CRM systems, Salesforce or similar tools, Destiny One or registration platforms, Microsoft Office, Monday.com, automation tools, and/or AI productivity tools preferred
• Experience supporting adult learners, workforce education programs, employer-sponsored training, community education, or continuing education programs preferred
• Experience supporting events, presentations, information sessions, or outreach activities in remote and in-person formats preferred
• Bilingual Spanish/English preferred, to support diverse regional and partnership-based learner populations

Qualifications

Must Haves

• Some college coursework and a professional certificate, required
• Or equivalent combination of education and relevant work experience
• Minimum of three (3) years of professional experience in student support, customer service, hospitality, enrollment support, workforce education, human services, social services, or a related learner-facing environment, required
• Experience providing high-quality support through phone, email, virtual, and web-based communication channels required
• Demonstrated ability to manage multiple learner requests, document interactions accurately, and follow through on unresolved issues
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, Teams, and ability to learn new technology platforms quickly
• Ability to use the SIS, CRM, registration, LMS, project management, automation, and AI-enabled tools to support learner communication and workflow tracking
• Strong recordkeeping skills, including the ability to maintain accurate files, databases, learner notes, completion records, and communication histories
• Ability to interpret program information, registration requirements, learner support needs, and internal policies in order to provide accurate guidance
• Ability to identify trends in learner questions, barriers, and service needs and communicate those insights clearly to the broader PACE team
• Basic understanding of program coordination, learner support, reporting, invoicing, event support, and stakeholder communication
• Demonstrates a strong commitment to superior customer service and a learner-centered service experience
• Builds and maintains effective relationships with learners, internal stakeholders, external partners, and community stakeholders
• Communicates clearly, professionally, and effectively through both written and verbal communication
• Demonstrates proactive outreach, responsiveness, and consistent follow-through to support learner and partner needs
• Ability to apply critical thinking, problem-solving skills, and sound judgment to assess needs, resolve issues, and determine appropriate solutions
• Demonstrates strong organizational skills and attention to detail while maintaining accuracy and quality
• Effectively manages multiple priorities, responsibilities, and deadlines in a fast-paced environment
• Demonstrates flexibility and adaptability in a dynamic and evolving environment
• Collaborates effectively across internal teams and with external partners to coordinate services and achieve shared objectives
• Ability to represent PACE professionally in interactions with learners, partners, and community stakeholders
• Promotes a consistent, seamless “single voice” learner experience by coordinating effectively across teams and minimizing visible handoffs for learners

Nice to Haves

• Associate or bachelor's degree in business, education, workforce development, student services, communications, or a related field, preferred
• Experience with LMS platforms, CRM systems, Salesforce or similar tools, Destiny One or registration platforms, Microsoft Office, Monday.com, automation tools, and/or AI productivity tools preferred
• Experience supporting adult learners, workforce education programs, employer-sponsored training, community education, or continuing education programs preferred
• Experience supporting events, presentations, information sessions, or outreach activities in remote and in-person formats preferred
• Bilingual Spanish/English preferred, to support diverse regional and partnership-based learner populations

Benefits

• Comprehensive well-being benefits for you and your family
• Remote, USA