Program Coordinator

Compensation Range:

Position Summary:

The Program Coordinator plays a critical role in advancing National University’s Professional and Continuing Education (PACE) department goal to create a world-class user experience for learners and partners. Under the direction of the Senior Director of PACE, the Program Coordinator serves as the primary learner-facing support role for PACE, guiding prospective and enrolled learners from inquiry through registration, course access, completion, certificate fulfillment, and continued engagement. This position provides proactive, high-touch support to ensure learners experience PACE as responsive, coordinated, and easy to navigate.

The Program Coordinator supports enrollment conversion, learner persistence, completion, and satisfaction by serving as the first point of contact for learner questions, troubleshooting needs, and follow-up communications. The coordinator also partners closely with the Program Manager to ensure learner-facing questions and trends are connected back to operational workflows, systems, reporting, invoicing, catalog updates, and platform improvements. This position is designed to create a seamless “single voice” experience for learners while allowing the Program Manager to maintain ownership of the PACE Student Information System (SIS), catalog operations, registration workflows, reporting, invoicing, vendor coordination, and technical systems.

Essential Functions:

• Serve as the primary point of contact for prospective learners, enrolled learners, partners, and the public through phone, email, web inquiries, virtual meetings, and in-person events.

• Provide timely, accurate information about PACE programs, course options, registration processes, certificates, completion requirements, learner support services, and next steps.

• Conduct proactive learner outreach at key points in the learner journey, including inquiry follow-up, registration support, course access, login troubleshooting, persistence check-ins, completion reminders, and certificate-related communications.

• Support inquiry-to-enrollment conversion by following up with prospective learners, answering program questions, helping learners navigate registration, and escalating barriers that may prevent enrollment.

• Assist learners with registration, course access, Learning Management System (LMS) navigation, vendor platform access, payment questions, certificate requests, completion of documentation, and general troubleshooting.

• Use SIS, Contract Relationship Management (CRM) systems, Monday.com, Microsoft Office, AI-enabled tools, and other identified platforms to document learner communication, track cases, support workflows, and maintain accurate learner records.

• Partner with the Program Manager to ensure student registration, course access, completion of data, certificates, transcripts, and learner records are accurate and updated in appropriate systems.

• Support partner-based contractual and publicly funded program initiatives by coordinating learner communications, collecting required information, and assisting with documentation needed for program success.

• Communicate learner trends, recurring barriers, frequently asked questions, registration issues, and service gaps to the PACE team so learner needs are visible and can inform process improvements.

• Coordinate enrollment office hours, learner onboarding support, virtual information sessions, in-person events, and presentations as needed.

• Assemble and support documentation related to third-party payment programs, invoices, vendor coordination, learner completion, and program participation as needed.

• Prepare reports, learner updates, summaries, evaluations, and other documents necessary to support program operations, learner success, partnership reporting, and leadership visibility.

• Coordinate referrals to appropriate university departments, student services, community agencies, or internal support teams when learner needs fall outside the scope of PACE.

• Escalate operational, technical, billing, catalog, LMS, or data issues to the Program Manager or appropriate internal owner while maintaining learner communication and follow-through.

• Support PACE special projects, team initiatives, process improvements, and learner experience enhancements as assigned.

• Participate in occasional onsite activities, trainings, and/or events as needed.

• Other duties as assigned.

Supervisory Responsibilities: N/A

Requirements:

Education & Experience:

• Associate or bachelor’s degree in business, education, workforce development, student services, communications, or a related field, preferred.

• Some college coursework and a professional certificate, required.

• Or equivalent combination of education and relevant work experience.

• Minimum of three (3) years of professional experience in student support, customer service, hospitality, enrollment support, workforce education, human services, social services, or a related learner-facing environment, required.

• Experience providing high-quality support through phone, email, virtual, and web-based communication channels required.

• Experience with LMS platforms, CRM systems, Salesforce or similar tools, Destiny One or registration platforms, Microsoft Office, Monday.com, automation tools, and/or AI productivity tools preferred.

• Experience supporting adult learners, workforce education programs, employer-sponsored training, community education, or continuing education programs preferred.

• Experience supporting events, presentations, information sessions, or outreach activities in remote and in-person formats preferred.

Competencies/Technical/Functional Skills:

• Bilingual Spanish/English preferred, to support diverse regional and partnership-based learner populations.

• Demonstrated ability to manage multiple learner requests, document interactions accurately, and follow through on unresolved issues.

• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, Teams, and ability to learn new technology platforms quickly.

• Ability to use the SIS, CRM, registration, LMS, project management, automation, and AI-enabled tools to support learner communication and workflow tracking.

• Strong recordkeeping skills, including the ability to maintain accurate files, databases, learner notes, completion records, and communication histories.

• Ability to interpret program information, registration requirements, learner support needs, and internal policies in order to provide accurate guidance.

• Ability to identify trends in learner questions, barriers, and service needs and communicate those insights clearly to the broader PACE team.

• Basic understanding of program coordination, learner support, reporting, invoicing, event support, and stakeholder communication.

• Demonstrates a strong commitment to superior customer service and a learner-centered service experience.

• Builds and maintains effective relationships with learners, internal stakeholders, external partners, and community stakeholders.

• Communicates clearly, professionally, and effectively through both written and verbal communication.

• Demonstrates proactive outreach, responsiveness, and consistent follow-through to support learner and partner needs.

• Ability to apply critical thinking, problem-solving skills, and sound judgment to assess needs, resolve issues, and determine appropriate solutions.

• Demonstrates strong organizational skills and attention to detail while maintaining accuracy and quality.

• Effectively manages multiple priorities, responsibilities, and deadlines in a fast-paced environment.

• Demonstrates flexibility and adaptability in a dynamic and evolving environment.

• Collaborates effectively across internal teams and with external partners to coordinate services and achieve shared objectives.

• Ability to represent PACE professionally in interactions with learners, partners, and community stakeholders.

• Promotes a consistent, seamless “single voice” learner experience by coordinating effectively across teams and minimizing visible handoffs for learners.

Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

National University is committed to maintaining a high-quality workforce representative of the populations we serve. National University employs more than 4,500 faculty and staff and serves over 45,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University.