UNC Kenan Flagler Business School: Senior Program Manager

Overview

THE OPPORTUNITY:

The Senior Program Manager serves as a key member of the leadership team dedicated to program design and delivery in support of a portfolio of custom learning and development programs. This role works in close partnership with the Program Director(s) and other key stakeholders to ensure the successful delivery of executive development programs across Chapel Hill, various U.S. locations, global sites, and virtual platforms.

The Senior Program Manager provides strategic oversight and guidance to the program delivery team, directly managing Program Managers responsible for day-to-day program execution and delivery. Through collaborative leadership, this position drives operational excellence, fosters innovation, and upholds the organization’s commitment to high-quality client engagement. Central to the Senior Program Manager’s responsibilities is the pursuit of customer service excellence. Acting as the primary operational point of contact for high-level client executives and stakeholders, this role leads efforts to continuously and consistently deliver programs with their team, strengthen client relationships, and ensure that every program meets or exceeds expectations.

The Senior Program Manager plays an integral part in shaping the overall direction of program operations delivery, internal process development and improvement, and driving initiatives to enhance program impact and participant satisfaction within the program portfolio they manage and alignment with the rest of the program delivery teams.

• Lead, mentor, and support a team of Program Managers while ensuring high-quality delivery of a particular subset of Executive Development client programs through multiple modalities (on campus, off-site, virtual, or hybrid)
• Oversee your program team’s client program deliveries to drive the highest level of customer service across all areas
• Develop and implement training programs to enhance the operational skills and capabilities of your program team
• Maintain and enhance relationships with clients and participants to ensure operational excellence and client satisfaction while also addressing client concerns and operational challenges promptly
• Coordinate with program faculty and Program Directors to drive the planning process before, after and during program deliveries
• Work closely with Program Directors to develop and refine operational strategies to enhance program delivery efficiency
• Prepare materials for needs analysis, high-level design, detail design and program walkthrough meetings
• Lead program participant follow-up processes and develop program websites for use in distributing logistical information and materials
• Ensure program operations tie into the overall content by understanding the program objectives and expected program outcomes across the program portfolio
• Identify and implement process improvements to increase the efficiency and effectiveness of program deliveries
• Standardize best practices across the team to ensure consistency in operational activities and share and manage alignment of those practices across other program portfolios
• Oversee financials for your program team, managing accounts payable and receivable, and tracking program expenses to stay within an established budget
• Contract and negotiate with appropriate suppliers to obtain meeting space, lodging, meals, and program materials

The successful candidate will have the ability to effectively lead and manage a team and possess strong project management, strategic thinking, financial management, organizational communication, and decision making skills. Candidates should demonstrate strong prioritization focused on program needs, team collaboration on behalf of the program delivery function, adaptability to changing priorities, and the ability to thrive in an ambiguous environment.

Minimum qualifications include an undergraduate degree, five years of program/project management experience, or equivalent experience in a related area and three years of direct management experience with a proven track record of team growth and sustainability. Experience in event…