Program & Support Services Coordinator

Monday - Friday 8:00am - 5:00pm.

Bachelor's degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

The Program & Support Services Coordinator serves as a key resource for students, faculty, and academic partners by providing comprehensive support for course scheduling, registration, student communications, admissions, and operations for Charlotte Online programs. This position is responsible for building, maintaining, and updating courses in Banner; managing course notes, restrictions, and attributes; monitoring enrollments; processing schedule changes; and supporting academic departments with registration and scheduling activities. The coordinator also manages registration-related processes, including student overrides, registration holds, change of major requests, course change requests, and other enrollment functions that support student progression and success.The coordinator provides exceptional student support by assisting students with registration concerns, enrollment questions, orientation participation, advising referrals, and university processes. Working closely with academic departments and campus partners, the position helps ensure accurate student records, monitors admissions and registration reports, processes student requests, and serves as a primary point of contact for Charlotte Online students. The role may also provide backup support for admissions processing and related activities as needed.A significant component of the position involves developing and delivering student communications through Salesforce CRM and other communication platforms. The coordinator creates, distributes, and monitors outreach related to registration, course offerings, orientation, graduation recognition, deadlines, and other student success initiatives. The position is responsible for utilizing data to support communication strategies, student engagement efforts, and operational decision-making.The Program Support Services Coordinator also supports program management and continuous improvement efforts through maintaining program documentation, updating operational records, and identifying opportunities to improve workflows and business processes. Success in this role requires strong collaboration and relationship-building skills, as the coordinator regularly partners with academic departments, program directors, admissions offices, the Registrar's Office, Niner Central, 49er Card, and other university stakeholders to resolve student concerns, support program operations, and deliver a high level of customer service focused on student success.

Serve as a subject matter expert in Banner student and course administration, supporting course scheduling, registration processes, student records, and enrollment management activities.
Utilize advanced knowledge of university policies, procedures, and systems to resolve complex registration issues and support academic departments, faculty, and students.Process and maintain student and course-related records, including course restrictions, attributes, overrides, holds, field of study updates, and enrollment changes.Monitor enrollment activity and course availability, partnering with academic departments to manage course capacities, scheduling adjustments, and registration needs.Analyze and interpret data from Banner, reporting tools, and other university systems to support operational decision-making, student support, and program administration.Develop, maintain, and improve business processes, workflow documentation, and operational procedures to increase efficiency, accuracy, and service quality.Create, coordinate, and distribute timely communications to students, faculty, and staff regarding registration, scheduling, orientation, enrollment changes, deadlines, and program updates.Serve as a primary point of contact for student registration concerns, providing guidance on university policies, procedures, and available resources.Collaborate with academic departments, program directors, admissions offices, the Registrar's Office, Niner Central, and other campus partners to resolve issues and support student success.Maintain a high level of customer service by responding to inquiries, troubleshooting issues, and facilitating solutions for students, faculty, and staff.
Support onboarding, training, and knowledge-sharing efforts by assisting faculty, staff, and new employees with departmental systems, processes, and best practices.Maintain confidentiality and ensure compliance with university policies and procedures related to student records and data management.Identify opportunities for continuous improvement and recommend solutions that enhance operational effectiveness and the student experience.Provide backup support for key departmental functions, including admissions processing, orientation activities, and Summer Term operations as needed.