Program Team Manager

Program Team Manager

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Job Summary

The Industrial Relations Centre (IRC) is part of the Faculty of Arts and Science at Queen’s and offers open enrollment and custom professional development programs across Canada, in the Caribbean and virtual classroom.

Reporting to the Manager, Operations, the Program Team Manager is responsible for overseeing the program team and program participant experience. The incumbent is responsible for ensuring the successful delivery of all IRC programs. This includes programs in Kingston, across Canada, internationally and online, open and custom registration. This position directly contributes to the success of the IRC and helps continue to build the IRC's reputation as a leader in the fields labour relations, human resources and organizational development.

The Program Team Manager works closely with the Director, Professional Programs and Manager, Operations to deliver on the strategic priorities of the Centre. The incumbent is responsible for leading a team of staff in supporting and enhancing the high level of customer service that has contributed to the success of our programs. This includes managing administrative and logístical functions required to run a customer-focused organization and developing, recommending and implementing systems and procedures for the efficient and effective running of all programs. The incumbent must be able to provide a high level of service and resolve issues in a time-sensitive environment and be able to successfully interact with a diverse audience, including business executives both internal and external to the University. The Program Team Manager will manage the staff responsible for delivering the customer experience across custom and open enrolment programming.

This schedule for this position requires the incumbent to work irregular hours, including evenings and weekends when necessary.

**Job Description**:

**KEY RESPONSIBILITIES**:

- Lead a customer-focused team of staff that provides support and services to program facilitators and participants, ensuring effective delivery of Queen’s IRC programs.
- Oversee the planning and preparations for on-site, online and off-site program delivery. This includes developing a plan, overseeing program coordinators, material coordinators, and student staff, and monitoring progress towards objectives.
- Review and disseminate program evaluations to senior leaders and facilitators.
- Analyze reviews and feedback from clients and facilitators, develop viable solutions, make recommendations to improve Queen's IRC programs.
- Act as the main point of contact for facilitators’ curriculum updates and materials enhancements. Coordinate facilitator correspondence regarding their contracts and resources available. Diagnose escalated issues that could not be resolved at the point of contact, providing expert support.
- Secure all venue and hotel room blocks for open and custom programming.
- Work closely with the Director, Professional Programs and Manager, Operations to develop and implement the Centre’s strategy and new initiatives.
- Work with the Director, Professional Programs and program facilitators to formalize program assessments for micro-credentialing.
- Collaborate with other units within the Faculty of Arts and Science, and program facilitators, to review and develop ideas for new programming.
- Working with the Manager, Operations, contribute to the preparation of budgets, monitoring enrolment for forecasting which programs will be successful and which require improvement.
- Collaborate with the management team to develop and implement strategies to further our long-term relationship with our participants.
- Contribute to the discussion and implementation of marketing strategies designed to recruit past and new participants to IRC programs, working in coordination with the Marketing and Communications Manager
- Work collaboratively with the Sales and Marketing Team to build a strong marketing message to convert prospects to registrations.
- Support the management team in the execution of marketing plans and initiatives for the IRC as it relates to the position.
- Foster and develop collaborative partnerships with internal and external stakeholders.
- Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection.
- Manage performance by establishing performance s