CTY Operations & Logistics Manager (Academic Programs)

We are seeking an CTY Operations & Logistics Manager who will be responsible for effective planning and delivery of critical operational aspects of CTY's core Academic Programs. This role is expected to understand and articulate the operational needs of the program management team and to implement efficient and effective business processes across all program modalities in partnership with other units at CTY, including Business Solutions, IT, Finance, Enrollment, Human Resources, and Communications and Marketing

Specific Duties and Responsibilities

Supervision

• Supervise a team of 2-4 Administrative Coordinators, Academic Coordinators, and other personnel providing technical and tactical support for program operations and day-to-day unit operations.

Project Management

• Coordinate annual review and dissemination of site emergency preparation and crisis response plans.
• Serve as the unit's liaison with CTY's Finance & Administration, Enrollment Management, Marketing & Communications, and Family Engagement teams (including Disabilities Services function) on operational matters.
• Project manage course enrollment launch, start of classes, and end-of-term activities for each standard academic term (six annually) and for integrated programs (terms dates and lengths vary).
• Work cross-functionally across the organization to ensure that these are clearly mapped out with key milestones, task owners, and deliverables, and the project plan is successfully executed
• Launch of enrollment tasks and deliverables: enrollment calendar course catalog, student information system configuration, marketing and communication content.
• Launch of program operation tasks and deliverables:
• Online courses: ensure that all content, LMS setup, and accessibility reviews are complete by deadliness
• Residential and day sites: ensure that all logistical tasks are completed (e.g. procurement, shipping of materials to sites, etc.)
• End-of-term activities: inventory and archive records per records management protocols
• Work with academic program management staff to develop standard templates, checklists, and workflows to support each phase of term cycles.
• Maintain library of SOPs for recurring operational tasks to improve consistency and reduce errors.
• Coordinate regular post-cycle reviews to identify successes, challenges, and areas for improvement.

Compliance

• Provide tactical support for compliance related tasks such as Clery Act Compliance, staff fingerprinting, labor law poster procurement and distribution.

Course Support

• Partner with Business Solutions and IT to test and roll out new systems; ensure seamless operation across Moodle, Teams Classroom, and other platforms.
• Serve as primary tester for enhancements to systems and processes. Document, analyze and escalate IT issues.
• Manage operational processes related to the opening, closing, and archiving of courses in Teams and Moodle.
• Coordinate with JH IT on provisioning of K-12 accounts and K-12 Teams.
• Move students in and out of Moodle and Teams.
• Move staff in and out of Moodle and Teams.
• Move Moodle courses from development to production.
• Ensure that Teams classrooms are generated once courses are deemed safe.

Constituent Support

• Manage staff-facing Microsoft Teams configuration and governance. Establish norms for use of Teams by full-time and casual staff, recommend Teams/chanel structures, and perform ongoing maintenance of Teams (add/remove casual employees, archive documents, etc.).
• Freshdesk/Email: Oversee the team to ensure that shared service email accounts are regularly checked, and replied to, by staff.
• Monitor emerging themes in constituent inquiries. Write canned responses and recommend Knowledge Base articles to support efficient response.
• Establish protocols for tier 2 escalation, with clear timelines for response and resolution.
• Assist with maintaining technical support articles and knowledge base.
• Request mailing list data pull and send approved bulk emails to casual staff, families, and students.

Student Evaluations and Certificates

• Oversee student evaluation process from receipt of downloaded data to upload of completed documents. Develop and implement automations in consultation with CTY IT and Business Solutions.

Procurement

• In close partnership with CTY Finance & Administration, provide strategic ownership and tactical support for all programmatic purchasing needs and vendor relations including (but not limited to), instructional/health office supplies; printers, laptops, and copiers; off-season storage (e.g., PODS); local transportation services (rental cars, shuttles, etc.); shipping; and day site lunch vendors.
• With supervisor, support new site identification efforts. For example, update new site specifications in consultation with appropriate stakeholders.

Staff Hiring Onboarding Support

• Oversee the operations team and partner with CTY HR to,
• Support sourcing and recruitment tasks as requested.
• Create effective systems and ensure that administrative support personnel complete the casual staff onboarding tasks.
• Manage systems and training materials. Activities include (but are not limited to) creating staff accounts in CTY's student information system, assigning students to instructors, entering relevant employee information in the system, managing travel arrangements and reimbursements, and supporting staff training.
• Participate in planning and delivering June Site Administrator Meeting (virtual training event).
• Develop and deliver systems training.
• Assist with meeting logistics.

Special Knowledge, Skills, and Abilities

• Excellent written and verbal communication skills; strong collaboration skills; strong customer service attitude; excellent attention to detail; excellent technical skills; excellent interpersonal skills; ability to work independently as well as within a team environment; experience with technology-oriented programs and/or online education

• Bachelor's Degree.
• Five years of operational, administrative, or project management support preferably in education.
• Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

• Experience with Moodle administration.
• Experience with Teams classroom administration.
• Experience with project management tools.

Classified Title: CTY Operations & Logistics Manager
Role/Level/Range: ATP/04/PC
Starting Salary Range: $53,800 - $94,400 Annually ($75,000 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: M-F 8:30am-5pm
FLSA Status:Exempt
Location: Hybrid/Mount Washington Campus
Department name: CTY Academic Programs
Personnel area: Academic and Business Centers