Employment Opportunities at USD

5022

The University of San Diego's Division of Professional and Continuing Education (PCE) offers a robust portfolio of courses and programs needed by aspiring professionals that evolve in response to their professional development in the fields of business, education, and health care.

PCE nurtures key partnerships on the local, national and international level to better serve working professionals who seek to enhance or build their careers, as well as with their employers to help achieve their highest value and potential.

The University of San Diego, an engaged and contemporary Catholic institution, was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972, USD remains committed to a liberal arts education grounded in the Catholic intellectual tradition and the pursuit of truth, goodness and beauty. Inspired by this centuries old tradition of Catholic higher education, the University welcomes people of all faith traditions and any, or no, religious background. The future success of USD relies on the contributions of those who seek to foster the development of engaged global citizens and an earnest confrontation of humanity’s urgent challenges.

Duties and Responsibilities:

Instructor support:

• Serves as first-level support to instructors.
• Responds to email and telephone communication within 24 hours.
• Monitors instructor participation in courses – both on-ground and online.
• Collaborates closely with instructor and Academic Directors with student outreach as it relates to academic progress and success.

Course management:

• Coordinates the course approval process and documentation.
• Coordinates course scheduling.
• Creates course profile in enrollment system and submits for approval via the established standards and workflow.
• Creates sections in enrollment system to include section profile, instructor assignment, fees, budget, and grading.
• Submits for approval via the established standards and workflow.
• Performs quality assurance on program website and updates information as needed.
• Coordinates the Master Course List (MCL) for all program planning.
• For online programs: proactively monitors course and program development and initiates self-learning activities to stay abreast of course content, program policies, program promotional efforts, and university policies that may impact the program.

Student support:

• Serves as second-level support to students if the Student Service Center is unable to resolve the issue.
• Responds to email and telephone communication within 24 hours.
• Creates and updates the Student Support Timelines and Program Manuals.

For online programs:

• Proactively contacts students each day by telephone to build and maintain relationships for student retention.
• Monitors student progress in student orientation. Contacts and verbally guides students
• through the orientation course if needed.
• Creates a Student Support Timeline (a comprehensive date-ordered list of all administrative and logistical issues that need to be addressed during a given semester) and advises students on administrative deadlines and procedures (registration, drop/withdrawal, course materials, financial aid, etc.) as indicated in the Student Support Timeline.
• Responds to student requests for assistance within 24 hours.
• Monitors and assures timely postings of announcements, assignments, discussion questions, and exams according to the course schedule.
• Contacts each new student by phone for Learning Preparedness Assessment prior to the start of orientation; must speak with at least 90% of all new incoming students.
• Contacts new and returning students regarding registration procedures, orientation, textbooks and materials.
• Communicates re-registration deadlines to all students. Contacts students who stopped out for a semester and works with them to reenter the program.
• Implements a variety of re-entry initiatives to bring inactive students back into the program.
• Provides basic website training and technical support for students.

Process coordination and execution:

• Responds to all inquiries (telephone, Internet, email, walk-in) with courtesy, tact and patience.
• Redirects calls to proper individuals if calls cannot be immediately serviced when answered.
• Follows university policy in communicating and resolving student and instructor issues.
• Manages confidential and sensitive information with discretion and tact.
• Takes ownership of the support issue and exhausts all avenues to properly respond to student and instructor requests and communicate with PCE and the university as needed.
• Tracks expenses and keeps program costs within budget limits.
• Orders program supplies as appropriate.
• Updates and maintains department mailing lists.
• Maintains files for every course including instructor contracts, facilities, course evaluations, and student feedback.
• Supports marketing and advertising efforts as needed for course and certificate campaigns.
• Provides course and program updates for the Student Service Center when changes happen or at least monthly.
• Attends all required internal and external professional meetings, telephone conferences, and training workshops to maintain and improve professional competence.
• Follows established communication guidelines and protocols and performs all tasks listed in the Student Support Timeline.
• Works with Instructional Designers and Technologists to support course quality assurance.
• Participates in department staff meetings to discuss program opportunities and issues.
• Reviews and monitors Enrollment History and Retention Reports.
• Reviews critical project timelines and reports process to Director.
• Supports and maintains a positive relationship on behalf of Professional and Continuing Education with all instructors and students.
• Manages instructor and student expectations within the business needs and service standards of Professional and Continuing Education.
• Meets or exceeds retention benchmarks for each semester.
• Other duties as assigned.

Special Conditions of Employment:

Effective June 1, 2023, based on CDC guidance, the University strongly encourages all campus members to stay up to date with Influenza and COVID-19 vaccination recommendations.  For more regarding information USD's COVID-19 protocols, please visit sandiego.edu/onward.

Background check:  Successful completion of a pre-employment background check.

Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes. 

Minimum Qualifications:

• Bachelor’s degree required. A high school diploma and two additional years of work experience may substitute for Bachelor’s degree, at the rate of one year of experience is equivalent to two years of education.
• Minimum of two years of experience in a position that requires critical thinking and analytical skills required.
• Minimum two years of customer service experience required.
• Experience in higher education, advising, counseling, and/or student support roles.

Performance Expectations - Knowledge, Skills and Abilities:

• Demonstrated ability to anticipate needs and take initiative to propose and implement solutions.
• Excellent written and oral communication skills.
• Demonstrated ability to handle multiple tasks efficiently and accurately.
• Excellent attention to detail.
• Excellent customer service skills.
• Excellent organization skills.
• Excellent spelling and grammar skills.
• Demonstrated ability to use web-based student information and customer relationship management tools.
• Demonstrated computer skills in word processing, spreadsheet and data management.

$20.17 - $26.72 per hour; Excellent Benefits

The University of San Diego offers a very competitive benefits package including; medical, dental, vision, a retirement contribution given to you by the University, and access to on-campus Fitness Centers.  Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer.  USD: Human Resources: Benefits

The salary range provided in this posting reflects what we reasonably expect to pay for this position.  Actual compensation offered or earned is dependent on experience, education and other factors including departmental budget.

Resume and Cover Letter Required

Click the 'Apply Now' button to complete our online application. In addition, please upload a cover letter and resume to your application profile for the hiring managers’ review.  If you have any questions or difficulties please contact the Employment Services Team at jobs@sandiego.edu.

Hours: 37.5 hours per week

Closing date: Open until filled 

Note: External job postings will be up for at least five days. After that time, applications will be reviewed by the hiring manager/committee throughout the posting period. A candidate may be selected at any time which could then close this posting on a date earlier than listed.

The University of San Diego is an equal opportunity employer committed to diversity and inclusion and is especially interested in candidates who can contribute to the diversity and excellence of the campus community.

The University of San Diego is a smoking and tobacco-free campus. For more information, visit www.sandiego.edu/smokefree.