Program Delivery Manager

About the role

The Program Delivery Manager (PDM) is responsible for the end-to-end delivery of multiple programs, serving as the primary point of contact for learners and managing program success metrics. This role drives exceptional program delivery and learner experience while implementing processes to enhance operational efficiency. As we operate in a fast-moving environment, this role requires a great deal of autonomy and flexibility, while being supported by a collaborative, global team.

Responsibilities

• Own end-to-end delivery of multiple programs, ensuring high-quality learner experience.
• Oversee learner onboarding activities and program setup.
• Drive program success metrics including completion rates, engagement, and learner satisfaction to track and improve performance.
• Cook up comprehensive learner support by coordinating with course leaders.
• Manage program budgets effectively.
• Serve as the primary point of contact for learner escalations and complex issues.
• Deliver timely, personalized support across all communication channels to ensure learner success throughout the program.
• Engage with program learners through virtual and in-person events to build thriving communities.
• Monitor learner progress through data-driven tracking, intervene early with at-risk learners, and develop personalized support strategies to improve retention.
• Coordinate guest speakers, networking activities, and engagement strategies.
• Monitor and analyze learner feedback and behavior to identify trends, implement improvements, and proactively adapt to expectations.
• Foster effective relationships and communication across internal teams (Outreach, Admissions, Design) and external partners to ensure aligned program delivery.
• Provide feedback and insights on program health and quality to stakeholders.
• Work effectively with university partners and faculty.
• Coordinate cross-functionally to implement process improvement initiatives to enhance delivery efficiency and scalability.
• Oversee a team of course leaders including onboarding and coordination.
• Ensure timely and effective response to learner support needs.
• Monitor and optimize course leader performance.
• Facilitate communication between course leaders and other stakeholders.

Requirements

• Bachelor’s degree required.
• 4-6 years of customer experience management.
• Experience in scaling customer experience for high-profile customer segments.
• Strong program management and customer service capabilities.
• Experience with online learning delivery.

Preferred Qualifications

• Experience working with US or UK institutions.
• Understanding of executive education.
• Event management and community building experience.
• Experience with learning management systems.
• Track record of process improvement implementation.