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Special Programs Coordinator

Employer
University of Colorado Boulder
Location
Colorado, United States
Salary
Salary Not Specified
Date posted
Dec 1, 2023


Job Summary

The Office of the Registrar welcomes applications for a Special Programs Coordinator! This position provides the Enrollment and Records Services (ERS) unit within the Office of the Registrar with consistent and professional representation of the office to clients, both internal and external, and to provide customer service and internal support for all programs and services supported by the ERS area. Responsible for the investigation, interpretation and auditing of ERS polices and procedures using critical thinking and analytical skills. Acts as the lead special programs coordinator for new and ongoing academic innovations and initiatives on campus, specifically around online degree and stackable certificate programs. These include, but are not limited to, programs that are delivered via non-traditional platforms, such as MOOC and LMS providers. In partnership with academic, enrollment management and IT units on campus, and CU-SIS Dev within the Office of the Registrar, develop, test and support business processes to successfully launch and maintain new campus academic initiatives (e.g., Coursera, EdX, Canvas, and programs in partnership with other campuses). Maintains complete understanding of the academic initiatives and identifies issues that need resolution as the programs grow and change. Follows all procedures with high degree of accuracy, promptness and professionalism. Supports and responds to the needs of students, faculty and staff as it relates to these initiatives. The Special Programs Coordinator will accurately inform inquiring students, staff, faculty and other campus partners, such as advisors, of applicable policies and procedures. Administer processes and requests in compliance with university, state and federal policies, laws and standards. Ensure information system issues and needs are relayed to CU-SIS Dev or other IT officials, and ensure downstream training and communication are maintained with academic departments. The Special Programs Coordinator provides skilled support to students, parents, alumni, staff, faculty and the public regarding new online and other academic initiatives, procedures and policies using quality and innovative customer-service practices and standards. This position requires a deep understanding of Boulder campus administrative offices, academic schools/colleges, newly formed academic programs and initiatives (including policies, procedures, personnel, timelines and dates within each), as well as a breadth of services offered by the Office of the Registrar, including associated laws, regulations, policies, procedures, clients, and communications.

This role will apply situational analysis and decision making to current processes that require automation and improvement. Be responsible for handling special projects and coordination of outreach campaigns based on assignment from the Assistant or Associate Registrar over ERS, in-tandem with other collaborative business units within the Office of the Registrar.
Assist the Office of the Registrar with all manners of incoming traffic related to new campus academic initiatives around online degree, certificate programs and offerings. This includes using a depth of knowledge of registrar functions and collection of data to assist with any local or campus-wide changes to services and service deliveries which affect the customers in the Office of the Registrar ERS area.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Who We Are

The Office of the Registrar, in support of the educational mission of CU Boulder, ensures the integrity and security of academic records and provides enrollment and academic support through innovative systems and outstanding service to students and other partners.
We demonstrate leadership, excellence and integrity in all we do to improve the academic experience for CU Boulder students and other collaborators through ongoing innovation, collaboration, inclusiveness and quality service.

What Your Key Responsibilities Will Be

Work Lead & Support for New Campus Academic Initiatives:
  • This position will act as a work lead in the records area of the Office of the Registrar and will have specialized knowledge in new campus academic initiatives with a focus on supporting programs delivered via MOOC platforms. As lead liaison for On-line based programs, this role will focus on the automation of processes and support for the integration between 3rd party vendors and other programs, including those delivered on the Boulder 3 or other innovative platforms. Acting as a coordinator between these non-standard online degree programs and internal units within the Office of the Registrar ensuring that work is processed in a timely and efficient manner. This position will support the online programs in specific areas related to enrollment, grading, certificate and degree conferral, record creation and maintenance, etc. This includes initially performing manual transactions based on records processes in support of the online degree and certificate programs with a creative approach for understanding the pinch points and suggesting ways for automation and full integration of these processes in the future. Support also includes trouble shooting and answering emails, phone calls and in-person questions from faculty, staff and students related to the on-line programs and other online academic initiatives.
  • Work with internal reporting and development teams to develop reports, customizations, and implement various platforms in support of new campus academic initiatives. Test solutions and measure improvements. Create or collaborate on implementing automated tools and work with end users to efficiently update processes and ensure successful implementation.
  • Understand data and tools used to recognize when they aren’t functioning properly and perform basic troubleshooting operations. Work with internal CU-SIS Dev team and Technology and Reporting department to maintain and update any automated processes.
  • While this position will mainly focus on the support of the new online based programs, it will also be involved with supporting partnership programs and other non-standard offerings and program deliveries, as needed.
  • This position requires a breadth of knowledge in all records areas, which are considered specializations in the Office of the Registrar.
Business Process Improvement:
  • Observe and learn various processes around new campus academic initiatives, and apply audit techniques to collect and analyze data. When possible, benchmark current business processes against peer institutions that have similar needs and procedures. Implement and create assessments, such as conducting time and motion studies or storyboarding business processes. Work to streamline and remove unnecessary steps. Use the data to identify common themes and work to address underlying issues and causes. Research opportunities and improvements and apply knowledge of desired outcomes to interpret current resource usage and identify areas of opportunity. Recommend enhancements and improvements to student transactions and systems through data-driven proposals. This includes recommendations to web software, improvements to existing Campus Solutions functionality via enhancements or unused delivered functionality, portal interfaces, student web transactions, workflow processes and more.
  • Design set of operations used to complete business system analysis, evaluating the feasibility, compatibility, performance, and cost effectiveness of potential system configurations, collaborating with users to determine their needs and presenting project results, with recommendations on implementation. Requires coordinating with end user staff, understanding, and interpretation of departmental technology, mission, goals, and objectives. Meet with content owners and other campus constituents as needed to establish what solutions would be most effective. Use on-campus technology to automate or improve processing or services, or recommend cost-effective platforms.
Special Project Coordinator and Liaison:
  • Assist the Assistant Registrar and the Associate Registrar of Enrollment and Records Services with special projects and outreach programs. These project management skills will include but are not limited to: outreach and process management, research, coordination with appropriate units/offices, population identification, implementation, data collection and analysis. Project management and outreach will also include liaising with other CU campus offices to identify specific needs, gathering data and following up with conclusions or data specific results.
Enrollment and Records Specialist:
  • Process data transactions, increasingly handled via electronic methods such as web-based applications, electronic forms and workflows, VBA macros, browser-based iMacros, and other script/code-based tools that require basic technical skills to operate and troubleshoot. Maintain current knowledge of ERS procedures, guidelines and exceptions to policies. Maintain a wide-breadth of knowledge regarding records and processing. Provide support to enrollment specialists for the purpose of backup as well as business process improvement by understanding and evaluating current processes for efficiency and effectiveness.
  • Assist with other records changes including registering students for Intercampus Enrollment, setting proper codes for registration and properly code home-campus payment. Assist students with course reservation requests and research eligibility. Assist faculty/staff with registration in classes using the tuition benefit. Update records for IUTs, graduate to PhD changes, withdrawals, and assist with other registration and records related processing. Provide record maintenance and perform enrollent transactions to update placeholder enrollment in undergraduate engineering exchange programs. Assist administering COF by researching and reconciling COF record errors. Support Study Abroad registration. Coordinate closely with CU-SIS Development team members on automating and running batch processes and reports related to ERS functions, as needed.
  • Support other ERS work, such as transcripts, as students in the online programs will experience many of the same questions and needs as traditional students. This broad approach will ensure that the students in online and innovative programs have a seamless experience as they navigate through their programs of study.
  • Support the Office of the Registrar by making authorized changes to student academic records after reviewing data received for completion and proper authorization; assist with GoArmy data entry; resolve discrepancies or omissions on forms before processing; make changes in the Campus Solutions or on Permanent Records Cards (PRC); and process submitted forms and electronic files, including late drops, record change forms, grade cards, bio/demo information changes, death certificates, deferrals, new student cancellations; processing the National Student Clearinghouse (NSC) error report, and other duties as assigned.
Communication/Customer Service:
  • Represent the Office of the Registrar in a consistent and professional manner to a wide variety of customers with diverse backgrounds, needs, abilities, cultures and expectations. Represent the university and department through customer facing interactions, including phone calls, chats, emails, and walk-ins. Apply exceptional customer service skills to engage with customers in a courteous and efficient manner, provide accurate and complete information, and transfer customers to the appropriate areas as needed. Provide superlative customer support via various media, such as: logging into the automatic call distribution system, especially during new student registration, and other times of peak customer contact; engaging in live web-based user support chats or video conference sessions; giving presentations for new student orientations as needed; assist with internal campus administrative trainings; in all cases representing the office with utmost professionalism. Exercise judgment and decision-making regarding complex situations and/or questions.
  • Support integration of Client Services customer service operations, research and apply current customer service standard processes, and gather and assess qualitative data to continuously improve the customer experience.
  • Maintain current and accurate knowledge of multiple services, regulations/laws/policies, and SLAs, such as registration, drop/add, FERPA, COF, residency, grading, university withdrawals, transcripts, verifications, degrees and diplomas, study abroad, and many more. Research answers when uncertain to ensure complete accuracy of information disseminated. Observe gaps in customer service expectations vs. service delivery and make suggestions for continuous improvement. Share pertinent information with colleagues and campus constituents via proper channels and forums to ensure consistency and accuracy within the unit, the department and the campus.
  • Serve as a troubleshooter and problem solver for registration-related and area-specific questions and issues. Includes handling all non-routine registration situations, disseminating important registration-related program information to Office of the Registrar staff, and supporting the CU-SIS Development Team and Associate Registrar as necessary to resolve registration and/or program issues.
What You Should Know
  • Hybrid work schedule offered!
What We Can Offer
  • The salary range for this position is $60,000 - $65,000 per year.
Benefits

The University of Colorado offers excellent benefits , including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder .

Be Statements

Be dynamic. Be proactive. Be Boulder.

What We Require
  • Bachelor's degree from an accredited four-year institution or equivalent combination of education and experience may substitute.
  • One year plus (1+) of experience in a higher education services office.
What You Will Need
  • Ability to perform professional, courteous and accurate customer service in a fast-paced, high volume environment,
  • Strong organizational, planning, and analytical skills,
  • Excellent written and verbal communication skills,
  • Ability to work effectively with all levels of an organization,
  • Demonstrated good judgment in decision-making,
  • High emotional intelligence, ability to get along effectively with others and manage differences skillfully,
  • Ability to learn and use third-party secure platforms to fulfill data requests and error resolution,
  • Ability to adapt to rapidly changing technology and business practices and to communicate relevant information in an effective, accurate and professional manner,
  • Knowledge of auditing current processes to determine areas for improvement,
  • Strong MS Excel, Word, Access and PowerPoint skills,
  • Demonstrated skills and dedication to customer service,
  • Strong verbal and written communication skills,
  • Ability to work with individuals at all levels of the organization.
What We Would Like You to Have
  • Experience working with student information systems,
  • Experience using databases and computer systems for processing time-sensitive and confidential materials,
  • Experience with PeopleSoft Campus Solutions student information system,
  • Experience as a student or instructor with Massive Open Online Courses (MOOCS) or online program delivery,
  • Two years experience in a university registrar's office, or enrollment management office (e.g., financial aid, admissions, bursar),
  • Demonstrated good judgment in decision-making, process evaluation and procedure implementation,
  • Experience supporting a large population of students, faculty and staff,
  • Basic knowledge of VBA macros and iMacros.
Special Instructions

To apply, please submit the following materials:
  1. A current resume.
  2. A cover letter that specifically addresses how your background and experience align with the requirements, qualifications and responsibilities of the position.

You will not be asked to upload references at this time.

Please apply by December 14, 2023 for consideration.

Note: Application materials will not be accepted via email. For consideration, applications must be submitted through CU Boulder Jobs .

Posting Contact Information

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: Recruiting@colorado.edu


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