Program Manager

**Position Summary**:
The Program Manager is responsible for managing and executing flawless virtual, face-to-face and blended deliveries of client programs.

**Essential Duties and Responsibilities**:

- Owns the end-to-end execution of client Program delivery to include:

- Supports execution of on-site delivery programs to include:

- Supports virtual delivery (and blended) programs to include:

- Provides client relationship management (CRM)
- Supports the project budgeting process to include:

- Implements the evaluation process designed by the team
- Supports project design
- Owns knowledge management related to Program delivery materials
- Business development
- Shares best practices and lessons learned within the Program Manager community to improve the collective community intelligence; seeks to learn from experience and share learnings with others
- Performs other job-related duties and responsibilities as may be assigned or required
- Co-creating and managing project plans, budgets and invoicing schedule
- Driving critical delivery elements of the work plan
- Partnering with the Project Director to manage the contracting process
- Owning the planning for all Program delivery materials including mailings, participant materials, Dialog and method or experience needs
- Coordinating and participating in design meetings to discuss delivery logistics and offering design ideas for learning environments, materials and the use of technology for virtual experiences
- Coordinates all communications and logistics during Program delivery
- Owning the post Program evaluation and debriefing processes
- Manages learning and organizational effectiveness projects that may be large, complex, medium to high risk, or highly visible
- Owning the planning for on-site delivery aspects to include hotel/conference center logistics, on-site material and method needs and classroom set-up/requirements
- Sourcing from the client standards and guidelines for virtual delivery platform such as: brand standards and guidelines (including primary, secondary and tertiary colors with hex codes); high resolution color and black & white logo files; high resolution artwork for collection, path, activity and event headers/tiles; custom font files
- Liaises with client, client team, graphic designer and digital learning team on graphic design brief, artwork updates and visual (look/feel) changes
- Provides digital team with event details: date, time, URL, educator, additional resources/files to be included in project calendar invitation
- Provides content support for learning journey to include: educator content, descriptions, pictures, videos, hyperlinks, etc.
- Provides guidance for modules/journey settings: time estimates, communication configuration, surveys, points, awards/badges/certificates, etc.
- Completes the user import spreadsheet to digital learning group for upload
- Provides draft communications such as: Welcome Letter, Enrollment Letters, Due Date reminders, Event Details
- Manages event attendance in platform and grants learner credit(s)
- Builds relationships with client, participants, faculty, suppliers, vendors and venues
- Understands the client’s basic business, curious about business challenges and trends
- Identifies potential risks and challenges with client relationships and projects, as well as wider opportunities and needs the client has
- Observes and listens for concerns and questions during the delivery, takes action when appropriate and communicates to project team
- Coordinates with on-sight client delivery person when not attending Program delivery ensuring a smooth transition
- Managing Program delivery related contracts, and when appropriate faculty contracts
- Manages materials and venue to budget
- Owns Program delivery budget and financials
- Documents all Program delivery expenses
- Reviews with finance all billing information to ensuring Program expense accuracy
- Reviews evaluations preparing summary reports for the project team, faculty and client
- Contributes insights to Program debrief meetings regarding participant reaction, logístical challenges and recommended changes to address them
- Makes suggestions for Program improvement concerning social events and experiential activities
- Partners on design efforts on special assignments related to Program delivery, such as in-market emersions
- Seeks out opportunities to learn Duke CE design philosophies and participates in developing elements of detailed design.
- Familiar with key Duke CE designs
- Maintains Program delivery documents in agreed location
- Updates documents as necessary
- During Program deliveries, listens for opportunities to extend Duke CE work
- Offers suggestions and shares opportunities with internal client team
- Takes part in and contributes to internal business development and design meetings; joins business development teams on meetings

**Requirements**:
**Position Knowledge, Skills and Abilities Required**:

- Proje