Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
April 1, 2028
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Description Summary
UBC Extended Learning (ExL) brings UBC excellence in academics, teaching, and research to UBC communities through flexible, innovative, and accessible learning opportunities. ExL welcomes thousands of learners from all over the world annually, and supports UBC faculties to create and deliver programming to meet the career and personal needs of UBC communities while strengthening UBC s contribution to society, industry, and government.
Job Description
The primary function of this role is to provide complex coordination and support for set-up, delivery, and logistics for online and in-person courses for adult learners in a cost recovery setting; this includes support for instructors and learners, as well as for temporary support staff and student employees. The main functions of this role include administering support for ExL classes online and at UBC Vancouver campuses currently for ExL’s technology courses and programs; coordinating complex and significant scheduling of classes; developing useful promotional tools and strategies for programs, assisting with recruitment of new instructors, advising learners on program and course selection, coordinating online learners and instructors, troubleshooting and streamlining online course delivery and corresponding with learners and instructors across several program areas. The incumbent takes independent initiative to ensure effective day- to-day delivery of ExL programming and works with a view to streamline and improve processes.
Organizational Status
This position reports to Program Leaders on all program related matters. Works independently under broad direction. Works closely with ExL staff, Student Services, the AdminOps team and course facilitators/instructors, ExL/faculty partners, as well as with Robson Square Central staff.
Work Performed
Program Administration
· Performs duties related to supporting the development and operation of ExL with a focus on administering and coordinating programming delivered online and in person. Interprets guidelines, policies and procedures pertaining to ExL, UBC, and Robson Square for learner, instructor and staff inquiries of a non-routine and routine nature.
Student Support
Reviews incoming program applications for completeness and accuracy, ensuring program policies and academic regulations are established and enforced to maintain the integrity of the program and following up with students when necessary.
Responds to student inquiries, advises on course selection and program completion requirements, maintains learner records in the student registration system (Destiny One) and issues course/program completion badges.
Troubleshoots challenging student and instructor concerns and refers to Program Leaders when necessary.
Instructor Support
Assists with the recruitment of instructors and assistants by performing duties such as scheduling interviews, preparing contracts for facilitators, instructors and course moderators, in consultation with the Program Leaders. Collects new hire CWLs, requests UBC email addresses, prepares any online LMS credentials and workspaces (shells, modules and course permissions) and oversees instructor integration into existing program processes and systems. Makes sure instructor contact information remains updated and accurate.
Trains new staff and temporary staff as required.
Trains and supports new and existing instructors on the use of instructor portal, including accessing class lists and entering and approving grades.
Acts as a liaison between the instructors and Program Leader, checking on instructor availability and ensuring instructors' materials are current and respectful of UBC's copyright fair use policy. Advises instructors on standards for course materials, invoicing, payment, general policies and procedures.
Provides information of a complex nature to instructors, learners and other UBC employees.
Tracks instructor contracts and invoices against budget plans; Keeps track of Work Learn students' hours and submits time sheets for approval.
Classroom Coordination
Builds and sets up online courses using online learning management systems, such as Canvas or Canvas Catalog, Zoom, Piazza, and registration system in consultation with Program Leaders.
Tests and updates online courses before they go live and resolves technical glitches with the support of related UBC IT departments.
Refines and develops format, layout, process and other key aspects of course setup and delivery.
Sets up student access and supports students with login and online course navigation issues or refers them to the correct channels for resolution. Helps instructors and students troubleshoot course access or functionality issues.
Coordinates with AdminOps team and ExL/faculty partners to set up partner portal access and supports partners and students with registration and access issues.
Coordinates overall course administration including registration, location and class sizes (both online and in-person) within guidelines.
Uses initiative and ingenuity to innovate systems and methods related to application / registration/student tracking.
Creatively and swiftly troubleshoots and resolves course problems such as learning management system and technology challenges, malfunctioning equipment, and student and/or instructor issues. Identifies and refers serious issues to Program Leaders or Director.
Cancels classes when required according to divisional procedures and guidelines as necessary, as requested by Program Leaders.
Course Coordination
Builds and set up courses and programs using ExL’s registration system and ensure website information is accurate and up to date, including course/program descriptions, dates and fees.
Coordinates the logistics, production, dissemination and quality assurance of course materials. Proofreads and edits course content, as requested, in the learning management system. Works with UBC copyright offices, and other units as needed to arrange copyright clearance for course content and to compile other course materials and readings for students under the supervision of Program Leader.
Assesses and coordinates facilitators/instructors to ensure all courses run smoothly.
Assists Program Leaders and instructors in the logistics of setting up courses both on and off campus and coordinates guests and volunteers who may participate in the workshops. Arranges logistics for course offerings including catering, refreshments, A/V materials, room bookings, set up, onsite registration.
Negotiates and signs contracts with hotels, conference centers and UBC Robson Square campus, in consultation with the Program Leaders.
Produces class lists, nametags and other requested classroom materials.
Prepares, distributes, collects and collates program and instructor evaluations, maintaining confidentiality and integrity of the feedback process and
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Review and approve final grades to ensure students meet course/program requirements. Set up new course/program completion badges. Works with instructors, facilitators, instructional assistants, Program Leaders and Student Services to ensure completion badges and certificates are issued.
Resolves course problems such as malfunctioning equipment, inappropriate space, student and/or instructor issues. Identifies and refers serious issues to Program Leader.
Responsible for ensuring that website content is set up and up to date and for liaising with marketing reps for updates; this includes updates or changes in course and program description copy, instructor biographies, course schedules and fees. Provides copy suggestions, as well as edits, on program materials for promotions, conferences, program website and in- house training events for instructors.
Coordinates graduations and other special events related to programs.
Acts as a liaison between the Marketing Department and Program Leader to coordinate marketing initiatives, including information sessions, email campaigns, rack cards and flyers and digital marketing materials; takes independent initiative to provide insights and suggestions and to identify promotional opportunities.
Support information sessions including registration setup, Zoom session setup and support, prospective student advising.
General & Financial Administration
Responds to complex inquiries by telephone and email, and in person.
Helps promote ExL programs at local and campus-based conferences and networking events in related program areas.
Responsible for administrative financial activities related to the programs including assisting with the development of program budgets, overseeing student payments and authorizing expenditures within prescribed limits.
Performs administrative duties such as maintaining a procedures manual, preparing minutes and drafting communications for student or instructor recruitment
Participates in training sessions for LMS updates and changes at UBC and provides updates to affected instructors and staff; offers in-house workshops to teach affected staff about relevant changes or updates.
Provides all necessary support for contract/partnership implementation.
Performs other duties as required.
Hybrid work through Zoom, telephone, Teams and Canvas and on-site cubicle with desk, phone and computer system provided at the Extended Learning office within UBC Robson Square or at the Point Grey campus. Working hours will vary depending on class and event schedules. May include some evenings and occasional weekends.
Consequence of Error/Judgement
Considerable independent judgment is exercised in the administration of programs, and in communication with students and the public. Lack of initiative or ingenuity, poor decisions and poor time management could lead to various problems such as: instructors and students receiving incorrect information, inappropriate course dates and/or locations, faulty Zoom links or incorrect online course information and/or course materials. This, in turn, would diminish our reputation of excellence in terms of customer service and quality instruction, hindering our full-cost-recovery mandate.
Supervision Received
The position requires considerable initiative, intercultural competencies, awareness of equity, diversity, inclusion and anti-racism, and the ability to multitask and work independently. Reports to Program Leaders on all program related matters.
Supervision Given
May supervise temporary support staff and student assistants
Minimum Qualifications
- High School graduation, plus two-year post-secondary diploma, plus four years of related experience in online education, or an equivalent combination of education and experience.
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.
Preferred Qualifications
UBC experience an asset.
Cost-recovery, adult education experience
Customer service experience and a demonstrated customer service orientation.
High level of accuracy and attention to detail
General knowledge of information technologies, instructional techniques and course scheduling.
Intermediate to Advanced proficiency with the following software required: (MS Word, Excel, Qualtrics, Internet Programs/Email software and Web Browser) and experience with UBC systems (Canvas, Workday, LLIS) preferred.
Able to administer and troubleshoot technical problems with the learning management system (Canvas) and confidently offer course related support to instructors and adult learners.
Knowledge of HTML coding an asset and previous experience managing course content an asset. Demonstrated competence with Microsoft Office software.
Knowledge of various types of financial transactions, including use of Point-of-Sale systems preferred.
Knowledge of registration and event booking system (EventPro) preferred.
Knowledge of various types of audiovisual equipment and the ability to set them up.
Demonstrated superior written and oral communication skills.
Demonstrated customer service orientation.
Goal oriented, very organized and able to manage time and competing priorities effectively.
High level of personal integrity.
Effective problem solving, analytical and organizational skills.
Detail oriented with an ability to multitask and maintain accuracy in a fast paced, high-volume environment with critical deadlines.
Must have the ability to perform established procedures and routine tasks efficiently and in a timely manner.
Able to work evenings and weekends as required.
Able to work respectfully across cultural differences.
Any experience working in intercultural, equity, diversity, inclusion, and anti-racism contexts, community-based and/or institutionally is preferred.
Demonstrates a professional demeanor, is a team player and able to work independently and under supervision.
Able to guide adult learners throughout the course.
Establishes supportive working relationships with clients, colleagues and instructors.
Knowledge of UBC copyright policy an asset.