Associate Director, Operations

About the Role

Reporting to the Managing Director, the Associate Director, Operations will lead key aspects of program delivery for both Open Enrollment and Custom Programs across live virtual and in-person formats. This role is responsible for ensuring faculty and participants experience a seamless, high-quality learning environment that reflects Kellogg Executive Education's reputation for excellence. In preparation for the opening of the new state-of-the-art educational center in Fall 2027, the Associate Director will play a critical role in developing operational processes, training plans, and the operating model for the new facility. Additional responsibilities include overseeing program delivery technology platforms, managing the program schedule, and cultivating strong relationships with faculty and Academic Directors to ensure program objectives are successfully executed. The Associate Director will also supervise a team of Program Managers and temporary staff responsible for Executive Education program operations. During periods of high program volume, this role may directly manage select programs and requires occasional evening and weekend availability to support business needs.

Responsibilities

• Consult with Academic Directors and Managing Director, Program Operations to understand custom and open-enrollment needs and identify programming and delivery solution approaches.
• Oversee technology tools and recommend/implement changes and improvements to better support program delivery and reporting.
• Work collaboratively with supervisor, faculty, Executive Education staff, and contractors to accomplish duties and deliver high-quality programs to custom clients and open enrollment participants.
• Actively participate in efforts to improve processes; bring a mindset of continuous improvement that incorporates best practices and identifies root causes to challenges that emerge.
• Serve as liaison with Kellogg Executive Education clients and other Executive Education departments to implement processes involving online programs, including reporting on project status, development of standard operating procedures, and creation of regular reporting processes.
• In partnership with supervisor, support the annual budget process for operational and staffing plans and collaborate to build and monitor all programs.
• Oversee all daily, monthly, and annual financial activities including transactions, analysis, and reporting.
• Develop and implement business process improvements and cost reduction opportunities.
• Collect and analyze participant feedback and financial data, create reports, review and explain trends to support marketing, program delivery, and program design.
• Oversee development and implementation of evaluation processes, quantitative and qualitative measurements that ensure program/project benchmarks are successfully attained and communicated in a timely and efficient manner.
• Manage the participant survey evaluation process; recommend and implement changes for enhancement; monitor effectiveness through follow-up evaluation studies.
• Effectively lead change initiatives to improve efficiency of operations through establishment of program standards.
• Analyze and interpret policies and procedures; develop, revise and implement policies and procedures for online learning.
• Work across Kellogg and university departments to ensure best practices and operational effectiveness are implemented in Executive Education programs.
• Work with Managing Director, Program Operations, Academic Directors, faculty, staff and others as appropriate to develop processes for participant orientation and support interventions.
• Supervise a team of 6-8 program managers focused on program delivery.
• Train and support all program managers in program execution, processes, and procedures.
• Plan and manage equitable distribution of workload across entire Program Management team, ensuring overall productivity objectives for the department are achieved.
• Perform other duties as assigned.

Minimum Qualifications

• Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree.
• A minimum of 4 years of related professional experience.

Minimum Competencies

• Problem solving skills
• Organizational skills
• Verbal and written communication skills
• Presentation skills
• Interpersonal skills
• Customer service skills
• Ability to work independently and in a team

Preferred Qualifications

• Master's degree in related field or an equivalent combination of education and experience from which comparable skills and abilities can be obtained.
• Experience working with faculty in a college/university setting.

Preferred Competencies

• Advanced desktop application skills (Excel, MS Word, PowerPoint) and productivity tools (Google Drive, DropBox, SmartSheet).
• Experience with learning management systems such as Canvas, Intrepid, Blackboard, etc.
• Experience with CVent.
• Ability to develop program financial projections, interpret Profit and Loss statements for programs, and develop plans to improve financial outcomes when necessary.
• Ability to prioritize workload consistently and constructively in a fast-paced environment.
• Strong written and verbal communication skills, presentation skills, and project management skills.
• Project management skills, including ability to plan, manage, implement and evaluate online/hybrid courses, programs and support initiatives.
• Ability to develop professional rapport with faculty, program participants and senior executives.
• Ability to routinely and independently exercise sound judgment and creative problem-solving skills in making decisions.
• Demonstrated ability to prioritize own work, multi-task, and manage last-minute needs and changes gracefully.
• Demonstrated excellent organizational skills and attention to detail.
• Demonstrated exceptional customer service skills.
• Demonstrated ability to take initiative and ownership of projects.
• Demonstrated experience working independently and as part of a team.
• Demonstrated ability to direct and manage the work of others.
• Self-motivated as well as creative and efficient in proposing solutions to complex, time-critical problems.
• Knowledgeable, energetic and passionate about online education.

Pay

Target hiring range for this position will be $85,000 – $100,000 per year. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Benefits

Northwestern provides meaningful and competitive benefits including health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parental leave; tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. Northwestern also offers comprehensive work-life programs and services, flexible work arrangements where possible, and resources to help locate and pay for quality, affordable childcare and senior/adult care. Employee career development support and tools are also available.