Coordinator, Learner Services

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard Medical School?

Harvard Medical School's mission is to nurture a diverse, inclusive community dedicated to alleviating suffering and improving health and well-being for all through excellence in teaching and learning, discovery and scholarship, and service and leadership.

You’ll be at the heart of biomedical discovery, education, and innovation, working alongside world-renowned faculty and a community dedicated to improving human health. This is more than a job - it’s an opportunity to shape the future of medicine.

About the Department:

Harvard Medical School's (HMS) Office for External Education (OEE) brings HMS expertise to individual, academic, and corporate learners around the globe. OEE is a fast-moving, entrepreneurial unit of strategic importance to HMS, and the Program Delivery team has a central role in leading the program experience for all stakeholders, including clients, faculty and learners.

The Learner Services Coordinator (LSC) reports to the Director of Learner Services and provides support for learners enrolled in courses and programs across OEE. This position acts as a primary point of contact for current and former learners, responding to inbound inquiries and supporting the educational foundations and records for our programs. The LSC is a dynamic role responsible for creation and implementation of workflows, processes, and systems that ensure responsive communication with learners and maintaining the integrity of learner data across OEE. This position will require knowledge across multiple Learner Services functions including payment plan administration, cancellation processing, certificate issuing, and learner records. The Coordinator is expected to build and maintain strong working relationships with multiple OEE business units to develop expertise around product offerings and become a central resource for customer support. The Coordinator will also be responsible for updating and maintaining learner records, both academic and financial, and play an active role in ensuring data consistency and integrity.   The ideal candidate has an interest and experience in the field of learner and customer support, along with a strong desire to build expertise in medical education offerings. The candidate should have excellent interpersonal and communication skills that are adaptable to a global audience and a professionally diverse group of learners. The candidate should also be comfortable answering technical questions and be able to learn new technologies quickly.

Responsibilities include:

Learner Support & Management: Answer learner and institutional partner questions and ensure all inquiries are responded to in a timely and professional manner, and any matter requiring escalation is directed to the appropriate parties.  

• Respond to learner inquiries and triage to other OEE staff as appropriate.
• Create and generate reports on Zendesk inquiries as needed.
• Help develop best practices and documentation for Zendesk usage across OEE.
• Use Zendesk data to report on trends and issues.
• Help develop self-service learner support systems such as FAQ’s, videos, or other web-based resources.

Learner Record Management: Manage and update student records, actively troubleshoot records, and reach out to learners with updates as needed. May include management of enrollment, financial, payment plan, and completion aspects of the learner experience.

• Collaborate across OEE to ensure timely updates to learner records.
• Day-to-day management of individual learner records, including status changes.
• Create and generate reports on learner data as needed.
• Provide QA and accuracy checks on learner records.

Certificate Coordination: Work closely with external vendors, internal education teams, and student records managers to ensure accurate learner certificates and completion credentials are delivered in a timely way.

• Work across OEE to confirm completion status of learners, and issue certificates when appropriate.
• Aid in development of OEE-wide certificate issuing workflow.
• Collaborate with vendors to ensure accuracy and quality.

Payment Support: Support administration and management of payment plans and cancellations.

• Run payment plan status reports and coordinate communications with late/delinquent learners.
• Help manage manual payment plans when needed.
• Support the processing of cancellations, refunds, and deferrals.

Process improvement: The Administrative Coordinator will provide feedback for process improvement and further streamlining protocols for student support responsiveness and internal processes.

Additional tasks assigned, as needed.

Basic Qualifications:

• 4 or more years of experience. Higher education may count towards experience.

Additional Qualifications and Skills:

• Bachelor’s degree preferred.
• Excellent organizational skills.
• Facility with office systems including Microsoft Office suite, SharePoint, Office 365 and communication tools such as Zoom and Slack.
• Exceptionally detail oriented.
• Experience with CRMs such as Salesforce and/or inquiry management systems like Zendesk a plus.
• Proven independent worker, able to meet deadlines and solution-oriented in an environment of uncertainty.
• Strong written and verbal communication skills.
• Ability to handle complex and confidential information with discretion.

• Standard Hours/Schedule: 40 hrs. per week | Monday - Friday | 8:00 am - 5:00 pm. This position is based in Boston, and some in-person and on-campus work will be required; flexible/remote work is an option. While most work may be completed remotely, there is the expectation that attending regular on-campus meetings, trainings, and events is feasible. The coordinator may be asked to travel to campus or on-site more frequently to support relevant events as needed, and occasional weekend or evening work may be expected.
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position.
• Pre-Employment Screening: Identity
• Staying Informed About Your Application: Due to the high volume of applications, we may not always be able to reach out right away, but you can track your status anytime through the Careers@Harvard portal.
• Other Information: 

Please note that we are currently conducting a majority of interviews and onboarding remotely and virtually. We appreciate your understanding.

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Work Format Details

This is a position that is based at a Harvard campus location with some remote work options available. Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment. 

Salary Grade and Ranges

This position is salary grade level 055. Please visit  Harvard's Salary Ranges  to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard’s academic purposes. 

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, sex, ethnicity, color, national origin, religion, disability, or any other characteristic protected by law or identified in the university’s non-discrimination policy. Harvard’s equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.