Course Operations Specialist

Course Operations SpecialistThe School of Social Work is seeking a qualified Course Operations Specialist to assist in technical and instructional support for course offerings in its certificate programs, degree programs, and post-graduate continuing education programs. This position will be appointed at 50% effort (20 hours/week) to the Learning Experience Design Team (LXD) and 50% to the Office of Continuing Education (CE), and report to the Learning Experience Design Lead and Director of Continuing Education, respectively.The ideal candidate will bring experience in academic technical support, familiarity revising/maintaining academic courses, and supporting students in a Learning Management System (Canvas/ Canvas Catalog preferred), and online accessibility. There will be a variety of duties for this position. An exemplary candidate will thrive in a dynamic, fluid environment with priorities that may shift depending on project needs. Because this position's focus will be on initiatives within the School of Social Work (SSW), a demonstrated interest in the values of the social work community is a plus.ResponsibilitiesBelow are the prospective duties of Course Operations Specialist for LXD and CE. This position will fulfill similar duties across the two offices:Managing Learner Issues (5%)RegistrationManage learner enrollment and course registration processesManage course changes, substitutions, or withdrawals as requiredContent/Learning Related Provide learners with timely and effective support throughout their programMonitor learner progress and engagement, offering guidance and assistance as neededCoordinate with teams to ensure information is current and up-to-dateProvide limited content assistance to learnersTechnical SupportProvide technical assistance to learners and instructorsTroubleshoot and resolve technical issues related to course access, content delivery, and platform functionalityCoordinate with the ITS Teaching and Learning team to provide support to address complex technical problemsOrganizing and Facilitating Live Sessions (5%)Assist instructors in coordination and facilitation of live sessionsEnsure any important messages are being relayed to students via these live sessionsEnsure a recording of the live sessions is made available to learnersContent Changes/Canvas (60%)Coordinate with staff, instructors, and subject matter experts to create and update coursesMake necessary updates to course materialsImplement changes that ensure that course content remains aligned with School of Social Work standards, best practices, and accreditation requirementsProvide feedback on needed content updates, broken course links, etc.Review accessibility of online content and work with instructors to ensure content meets accessibility standardsCompletion and Certificate Process (15%)Track learner progress and verify that all program requirements have been metVerify learner eligibility for certificates based on completion of audit resultsCoordinate certificate and completion survey process through Canvas/ Canvas CatalogConduct audits to ensure the integrity and accuracy of completion recordsCoordinate with relevant departments to address any discrepancies or issues identified during the audit processMonitor certificate progress and provide outreach to learners, in collaboration with program leadershipProgram Evaluation (5%)Offer suggestions related to continuous improvement based on learner feedback, performance data, and industry trends, with regular updates to course content and program featuresContribute to collection, analysis, and reporting of program dataAdditional Foundations (10%)The Course Operations Specialist will collaborate with the LXD and CE teams to enhance quality and accessibility across the entire catalog of SSW courses. Projects may include assisting in developing new, and iterating existing, online courses for the SSW catalog, pilot testing new platform features or changes, improving/enhancing the accessibility of all courses, and providing technical support to instructors and learners.Required QualificationsBachelor's degree in a field related to the work (e.g., BSW, educational technology, instructional design, etc.) with at least 3 years of experience, or an equivalent combination of education and experienceExperience using online education platforms (e.g., Canvas/ Canvas Catalog, Blackboard, Coursera)Strong commitment to customer serviceKnowledge of assessing learning outcomes and project outcomesStrong organizational skills and ability to meet deadlinesStrong communication skillsDemonstrated ability to collaborate and interest in working in a team environmentPassion for teaching and learning innovationDesired QualificationsExperience revising, updating, and maintaining academic course content in a Learning Management System/LMS (e.g., Canvas/ Canvas Catalog, Blackboard, Coursera)Demonstrated experience working in higher education and supporting learners in fully-online course deliveryExperience with digital accessibility and updating content to meet accessibility standardsExperience with relational databases (e.g, Filemaker Pro, Airtable)Prior experience with online certificate programsSkills in visual communication and user experience designSkills in developing web-based interactivesModes of WorkPositions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.In-person in Ann Arbor, with a possible hybrid schedule. The work location will be in the School of Social Work building (SSWB) at 1080 S. University, Ann Arbor, MI 48109-1106.Union AffiliationThis position is included in the bargaining unit represented by the University Staff United (USU), which represents bargaining unit members in all matters with respect to wages, benefits, hours and other terms and conditions of employment.U-M EEO StatementThe University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.