Manager, Learner Services Operations

Purpose of the Position

The Manager, Learner Services Operations supports the Learner Services department as a cross-functional representative within different projects and workgroups both within and outside of the department. The Manager, Learner Services Operations manages the team and owns the drive and direction of internal Learner Services project management initiatives which are designed to sustain the Learner Services culture.

The Manager, Learner Services Operations reports to the Director, Learner Services Operations and Training.

UMA is a nonprofit healthcare educational institution with a national presence. Headquartered in Tampa, Florida and founded in 1994, UMA offers content-rich, interactive online programs as well as hands-on training at our Clearwater, Florida campus.

• Additional Voluntary Life Insurance (Team Member paid)
• Supplemental Insurance such as Critical Illness, Accident, and Hospital (Team Member Paid)
• Identity Theft Protection
• Employee Assistance Program – EAP (UMA paid)
• Anticipated starting salary of $56,000; pay rate negotiable based on experience and qualifications.
• 401k (eligible upon completion of 90 days of employment and must be at least 21 years of age)
• FSA/HSA (Depending on Medical Plan chosen)
• Long Term Disability (UMA paid)
• Pet Insurance
• Medical (including prescription), Dental, Vision (UMA subsidized)
• Short Term Disability (Team Member paid)
• $50,000 Life Insurance (UMA paid)
• Paid Time Off – 15 days accrued in year 1, 9 holidays, and 1 day of Volunteering Time Off

Key Responsibilities

Functional

• Performs other duties as assigned.
• Ensure the appropriate team members are informed through coordinating training and/or communications as a product of all project work.
• Work in partnership with cross-functional teams to identify process breakdown points and develop innovative solutions.
• Plan and execute process improvement initiatives to increase efficiencies and team member engagement.
• Assist with the eMod development process by providing subject matter expertise for content development and review.
• Develop report requirements, receive appropriate approvals, and ensure requests are prioritized and fulfilled within the appropriate timelines.
• Assist with training coordination and operational content signoff
• Assist the Learner Services leadership team with campaign planning, coordination, and execution.
• Lead the Learner Services department’s project management initiatives.
• Assist the Learner Services leadership team on issue resolution across other UMA teams and systems (i.e. Registrar, Marketing, systems issues etc.)
• Assist the Learner Services leadership team in daily coordination and management of business operational activities.
• Increase team member engagement by developing, coordinating, and delivering platforms to obtain feedback and implement changes to the team members’ and students’ experience.
• Provide recommendations to Director on internal processes with the key objective of identifying opportunities for additional efficiency around the support of Learner Services team members and UMA students.

Business Leadership

• Partner with the Learner Services training team to streamline new policies, procedures, resources, and systems from the UAT or project phase to the training and communication of our department.
• Responsible for overseeing the department’s daily recurring operations to ensure quality and timeliness.
• Centralize project management, user acceptance testing (UAT) and communications for the department.

Team Member Leadership

• Build a strong culture of accountability and high performance.
• Ensure that UMA values are being demonstrated and policies are being followed.
• Set clear expectations for all Team Members. Analyze goals, activities and results to determine action plans to improve individual and team performance per stated performance management guidelines.
• Recruit, train and develop a team with skills and experience aligned to meet UMA’s needs and the market with a focus on retention of top performers.
• Create and implement an effective onboarding plan for every team member.
• Recruit, develop, and retain top performers.

Support Institutional Initiatives

• Keep current on institutional goals, objectives, and progress.
• Engage in institutional sponsored activities and initiatives as appropriate.
• Lead with courage in support of change initiatives that impact organization.
• Manages and assists in coordinating efforts between departments within UMA.

Compliance

• Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance department.
• Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal UMA policies and procedures.

Work Experience, Skills & Abilities

Minimum Requirements

• Undergraduate degree and/or equivalent work experience.
• Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Skype and Microsoft Teams.
• 3 years’ experience working across various functional groups such as HR, IT, Sales, Finance, Marketing, Education, etc.
• 2 years’ experience in the distance education and/or operations industry.
• Able to professionally communicate in verbal and written English.
• Competency in communication, time management, and general business acumen.
• 3 years’ experience in a people leadership role.
• Able to support a diverse and inclusive work environment.

Preferred Requirements

• Experience in Captivate, SharePoint and/or Walkme.
• Undergraduate or other advanced degree.

Working Environment

• Flexibility to work evenings and weekends as needed.
• Office Environment – Must be able to work in the UMA Office.

Physical Demands

• Requires occasional bending, stooping, and squatting.
• Requires occasional lifting of up to 10 lbs.
• Requires long periods of sitting at a desk working on a computer.

OUR VALUES

Our institutional values are shaped and validated by our team members. They describe how we strive to operate and are the standards of behavior we look to embody.

ACT WITH INTEGRITY

We operate honestly and ethically in an industry-compliant fashion. We are fair and trustworthy in our interactions with all we serve. Our team members, at all levels, lead by example and strive to do the right thing for our students and for each other. We are disciplined professionals who strive to be straightforward and dependable.

CHAMPION STUDENT OUTCOMES

We live by a strong commitment to our students and are passionate about preparing them for meaningful careers. We are deeply dedicated to ensuring students’ educational and career success. We excel at building our students’ confidence and empowering them to reach their full potential.

COMMIT TO TEAM MEMBER SUCCESS

We are committed to our team members’ success and to each other’s success. We strive to create an environment that attracts and retains the best talent while offering continuous learning, professional development and career growth opportunities. We recognize and reward our team members for their contributions to the organization and to our students.

PURSUE RESULTS WITH PURPOSE

We pursue results with a sense of urgency and purpose. We take responsibility for achieving ambitious, measurable results and hold each other accountable. We think strategically and critically, greet new ideas and challenges openly, and look for innovative solutions to challenges.

HAVE FUN. BUILD ENERGY

Enjoying what we do is central to achieving our goals. Building energy, having fun, being optimistic and creating a positive working environment are all critical to our success and that of our students. We strive to be inspired and to inspire others. We consistently show appreciation and celebrate our successes, both large and small.

WORK AS ONE

We believe that diverse, inclusive teams produce breakthrough results. We strive to build and maintain positive relationships with colleagues from all types of backgrounds by showing respect and humility when interacting with each other and resolving conflicts in a constructive manner. By working together, we win together - as one - ensuring that the goals of the company are the focal point of our efforts.

Acknowledgement

This job description is intended to be an accurate reflection of the current position. It may not include every job responsibility. Job duties may fluctuate based on needs of the business. UMA reserves the right to revise the job or require that additional or different tasks be performed.

I have read and understand all the responsibilities and accountabilities in my job description. This job description is a tool used by me and management to help assess, evaluate and provide guidelines and expectations for the position named herein. I understand that it is not a contract and it does not constitute any guarantee of future employment.

UMA will NEVER ask you to send money or ask you to provide bank account information in order for you to get reimbursed for tools to work. If you have been contacted by someone claiming to be from UMA about a job posting, you can always verify the position at https//careers-ultimatemedical.icims.com/