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successfactors

Program Specialist - Learning Operations

Duke University
Durham, USA
Junior · 2+ years experience
Onsite
Discovered 1 weeks ago
sharepoint

Full Job Posting

Duties and Responsibilities

  • Percentage allocations are approximate and shift between orientation and non-orientation weeks. 40% Session Operations and Live Event Support Set up and support enterprise learning sessions in person and virtually. For in-person sessions: room and table setup, participant check-in, printed materials and name badges, catering orders, and on-site troubleshooting through the session. For virtual sessions: platform setup including rooms and pre-registration files, deck variables, speaker checks, run of show, polls, Q&A moderation, and live technical triage. 15% AI-Assisted Roster, Attendance, and Communications Operations Run the automated roster and attendance workflow through the department's AI assistant. Prepare and verify source inputs, including HR system exports and entity splits, so the automation operates on accurate data. Review generated rosters, attendance reconciliations, and drafted participant communications for accuracy and tone before they are used or sent. Manage invitation, reminder, and reschedule cycles through the automated process. Work the exception queue the automation produces. Route individual participation cases and attendance exceptions to the Program Manager for case-by-case handling rather than resolving them independently or allowing an automated communication to go to that group. 20% Learner Support, Program Inbox, and Escalation Monitor and respond to the program inbox and participant inquiries, using AI-assisted drafting where appropriate and applying judgment on what requires a personal response. Provide help desk support during and around sessions. Track issues to resolution and escalate items requiring a program or policy decision to the Program Manager. 10% Content Quality Assurance, SOPs, and Records Perform routine quality checks on program content and information across the LMS, SharePoint, and related sites. Maintain the error log, keep standard operating procedures current as automated workflows change, and maintain program records and documentation. 15% Reporting, Logistics, and Continuous Improvement Produce recurring program and completion reporting. Manage program supplies and welcome materials, including order preparation and distribution list accuracy. Identify steps that remain manual or where automated output repeatedly needs correction, and work with the Program Manager and learning systems partners to improve or extend the workflows. Scope of Ownership This Role Owns Supports Does Not Own Session setup, logistics, and live event execution support Program reporting and survey administration Program design, content, and curriculum decisions Accuracy of inputs to and output from the automated roster and attendance workflow Improvement and extension of automated workflows Build and configuration of the AI assistant and its integrations Review and release of automation-drafted participant communications Content quality checks across systems Individual participation and exception decisions The exception queue, including routing to the Program Manager Vendor and catering coordination Facilitation and instruction Invitation, reminder, and reschedule cycles Audience designation and assignment rules Program inbox and first-line participant support Budget authority and procurement approval Program supplies, materials, SOP upkeep, and the content error log Minimum Qualifications Education Work requires analytical, communication, and organizational skills generally acquired through completion of a bachelor's degree program with one year of experience in program administration or event production. -OR- Two years of postsecondary education with three years of experience in program administration or event production. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE Preferred Education and Experience Education: Work requires organizational, analytical, and communication skills generally acquired through completion of an associate's degree program, or an equivalent combination of relevant education and experience.

Experience

  • Work requires two years of related administrative, program coordination, or event support experience. Knowledge, Skills and Abilities Willingness and aptitude to work with AI-assisted tools and processes daily, and the critical eye to catch when generated output is wrong, incomplete, or off-tone before it reaches a participant. Accuracy with participant data, including spreadsheet manipulation, list management, and reconciliation of records across systems. Strong organizational skills with the ability to run multiple concurrent program cycles against fixed session dates. Professional written and verbal communication with new hires, leaders, and enterprise stakeholders. Comfort with learning and event platforms, including a Learning Management System (LMS), virtual event tools, SharePoint, and Microsoft 365. Sound judgment about what to resolve directly, what to escalate, and what should and shouldn’t be handled by an automated communication. Willingness to work occasional early mornings or extended days aligned to in-person session schedules.

Preferred Qualifications

  • Experience supporting onboarding, orientation, or learning programs in a large or multi-entity organization. Experience working alongside automated or AI-assisted workflows, including reviewing generated output before release. Experience with an enterprise HR system and an LMS. Experience with in-person event coordination for cohorts of 20 or more. Onboarding Focus — First 90 Days Period Focus Weeks 1–4 Learn the Day1@Duke operating rhythm and the automated roster and attendance workflow. Shadow a full session cycle. Take over input preparation, output review, and the program inbox. Weeks 5–8 Support the first DUHS Leader Orientation pilot session end to end — setup, check-in, materials, and post-session reconciliation through the automated workflow. Weeks 9–12 Run the second pilot session independently on the operational side. Document standard operating procedures for both programs, including the review and exception steps around automated output. Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

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