Director, Program Strategy & Operations - CMU Online

Pittsburgh, PA

Full time

2025304

CMU Online is experiencing significant growth and seeks a strategic program leader responsible for comprehensive program management of multiple (10+) online graduate programs across 5 schools/colleges with significant nterdisciplinary collaboration across internal and external departments and partners.

The Director will independently lead the overall program management strategy to ensure an exceptional student experience, maintain the quality and reputation of CMU Online and meet retention/revenue goals. They will develop strategies, systems and processes to support these goals.

In addition, they will work collaboratively across the university with academic departments, enrollment services, computing services, registrar and financial aid to successfully manage the complexity of a central unit supporting programs that span multiple schools and colleges.

Finally, the Director will play a key role in the development and launch of multiple new programs annually, independently directing all aspects of operationalizing a new program in various systems in coordination with the academic department and across university partners.

This role is ideal for a highly experienced program management leader with experience managing all aspects of multiple programs while successfully collaborating with various stakeholders and partners. They will have strong critical thinking skills, expertise managing significant complexity

and have good judgement to independently resolve exception cases.

Core Responsibilities include:

Program Strategy & Operations

• Direct all aspects of program strategy and operations for CMU Online's growing portfolio of 10+ online graduate programs across multiple academic departments.

• Manage significant complexity across student needs, academic requirements and operational standards to support effective program delivery, strong student outcomes, and continued portfolio growth.

• Evaluate operational challenges and exception cases, exercise independent judgment , and determine appropriate courses of action across multiple programs and university stakeholders. ● Act as the principal subject matter expert on university-wide policies and processes, CMU Online policies and processes, program specific curriculum, academic requirements and policies.

• Proactively identify operational risks, gaps, and opportunities; determine appropriate solutions and lead their implementation to increase program efficiency, consistency, accuracy, and scalability.

Interdisciplinary Collaboration

• Lead interdisciplinary coordination across multiple schools and colleges, aligning academic departments, university administrative units and CMU Online staff to ensure effective program operations and student services.

• Develop and maintain strategic working relationships with university partners, including the University Registrar's Office, Student Financial Services, Financial Aid, Computing Services, Student Academic Success Center, and Graduate Student Affairs.

• Lead the resolution of complex cross-functional issues requiring coordination among multiple university stakeholders, exercising judgment to reconcile competing requirements, address exceptions, and determine appropriate solutions.

• Represent CMU Online in university committees, cross-functional working groups, and stakeholder meetings; present program priorities, operational challenges, recommendations, and decisions to academic and administrative audiences.

• Collaborate with CMU Online marketing and recruiting leadership to align program operations, enrollment planning, student communications, and new program implementation.

Student Success & Retention Strategy

• Direct student success and retention strategy to ensure students have a world-class experience for students and that retention/revenue goals are met.

• Lead the planning and execution of a complex onboarding process including ~300 new students across 10+ programs with 4+ schools/colleges over three starts per year. Ensure successful transition from enrollment to matriculation while accommodating varying program requirements and academic policies.

• Oversee continuous, accurate visibility into the full student lifecycle; proactively identify pending actions, status changes, and risks requiring intervention; direct coordinated action across academic departments.

• Develop and oversee delivery of all student communications, ensuring students receive timely, accurate, and actionable information.

• Exercise independent judgment on complex and nuanced student cases, balancing university policy, consistency, risk, and customer service; evaluate alternatives, determine appropriate resolutions, and coordinate decisions across university stakeholders, escalating when necessary.

New Program Development & Implementation

• Lead the operational planning and implementation of a pipeline of multiple new online programs annually translating curricular concepts into operationally executable programs that support successful launch and long-term scalability.

• Assess operational requirements, dependencies, risks, and resource needs for new programs; anticipate and resolve complex implementation challenges arising from differences in school and college requirements, existing university systems, and program delivery models.

• Direct interdisciplinary coordination across academic departments, university administrative units, technology teams, and internal stakeholders to operationalize new programs within institutional systems and processes.

• Establish repeatable frameworks, processes, and documentation for new program implementation to enable CMU Online to efficiently scale its portfolio.

Team Leadership & Management

• Hire, train, coach, and manage program management staff responsible for supporting program operations and the student lifecycle.

• Provide direction and decision-making support for complex or escalated operational and student situations, developing staff capacity to exercise sound judgment and independently resolve problems.

• Direct and prioritize team capacity across a growing portfolio of programs, balancing ongoing operational requirements, student needs, and new program development.

Data, Documentation & Operational Excellence

• Establish and oversee meaningful student and program related metrics and performance indicators; communicate performance, risks, and recommendations to senior leadership.

• Use data to identify trends, emerging risks, operational challenges, and opportunities to improve student outcomes and program effectiveness; determine and lead appropriate strategic and operational responses.

• Oversee current and comprehensive documentation for program operations, student lifecycle processes, university policies, workflows, procedures, calendars, reports, and projects to support transparency, continuity, and growth.

• Evaluate operational structures and direct initiatives to automate, streamline, and improve processes through technology, system enhancements, and redesigned workflows.

• Identify and mitigate operational risks, including process gaps, system limitations, inconsistent practices, and dependencies that could affect student experience or program continuity and growth.

• Independently ensure a high level of accuracy, consistency, compliance, and service as the portfolio scales.

Adaptability, excellence, and passion are vital qualities within Carnegie Mellon University. We are in search of a team member who can effectively interact with a varied population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work.

You should demonstrate:

• Deep knowledge and experience in university program management, student services, academic operations, and policies affecting students throughout the enrollment lifecycle.

• Strong strategic and operational capability; ability to independently create and manage scalable systems, processes, and practices that support program growth and student success, including setting priorities and making complex operational decisions.

• Demonstrated ability to manage complex student lifecycle operations across multiple programs while maintaining accuracy, consistency, and a high-quality student experience.

• Significant experience leading interdisciplinary collaboration across academic departments, administrative units, and external partners, including resolving issues involving competing priorities, institutional policies, and differing operational requirements.

• Strong analytical skills and commitment to data-driven decision-making, with the ability to establish meaningful metrics, identify trends and risks, evaluate effectiveness, and translate findings into actionable recommendations.

• Exceptional judgment in complex and nuanced situations, with the ability to balance policy, student needs, institutional risk, consistency, and equity when determining appropriate solutions, including exceptional cases without established procedures or clear precedents.

• Strong leadership and people-management skills, with demonstrated ability to establish expectations, coach and develop staff, manage performance, and build an effective team.

• Strong critical thinking and problem-solving skills; able to identify challenges, evaluate alternatives, and implement effective solutions with a bias toward action, even when faced with ambiguity, competing priorities, or organizational resistance.

• Exceptional written, verbal, and interpersonal communication skills, with the ability to build trust, influence stakeholders, navigate complex organizational relationships, and represent Carnegie Mellon University with professionalism, credibility, and discretion, including presenting complex information and recommendations to groups and larger audiences.

Qualifications:

• Bachelor's degree required, Master’s degree preferred.

• Minimum of seven to ten years of progressive experience in higher education program management, student services, academic operations, or a related area; 10–12 years preferred.

• Significant experience in higher education.

• A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.

Requirements:

• Successful pre-employment background check

Additional Information:

• For stronger consideration for this opportunity, please submit a cover letter along with your resume and application explaining how your background aligns with this role.

• Sponsorship: Applicants for this position must be currently legally authorized to work for CMU in the United States. CMU will not sponsor or take over the sponsorship of an employment visa for this opportunity. Carnegie Mellon is not a qualifying employer for the STEM OPT benefit: only the 12-month OPT may be used to work at Carnegie Mellon.

Joining the CMU team opens the door to an array of exceptional benefits.

Benefits eligible (https://www.cmu.edu/hr/benefits/eligibility/index.html) employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insurance (https://www.cmu.edu/hr/benefits/health-welfare/index.html) as well as a generous retirement savings program (https://www.cmu.edu/hr/benefits/retirement-savings/index.html) with employer contributions. Unlock your potential with tuition benefits (https://www.cmu.edu/hr/benefits/tuition/index.html) , take well-deserved breaks with ample paid time off (https://www.cmu.edu/hr/benefits/time-away/pto.html) and observed holidays (https://www.cmu.edu/hr/benefits/time-away/holidays.html) , and rest easy with life and accidental death and disability insurance.

Additional perks include a free Pittsburgh Regional Transit bus pass, access to our Family Concierge Team (https://www.cmu.edu/hr/work-life/support/family-child-care-resources/index.html) to help navigate childcare needs, fitness center access (https://athletics.cmu.edu/recreation/facilities) , and much more!

For a comprehensive overview of the benefits available, explore our Benefits page (https://www.cmu.edu/hr/benefits/index.html) .

At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond credentials, we evaluate the role and responsibilities, your valuable work experience, and the knowledge gained through education and training. We appreciate your unique skills and the perspective you bring. Your journey with us is about more than just a job; it’s about finding the perfect fit for your professional growth and personal aspirations.

Are you interested in an exciting opportunity with an exceptional organization?! Apply today!

Location

Pittsburgh, PA

Job Function

Academic Program Administration

Position Type

Staff – Regular

Full Time/Part time

Full time

Pay Basis

Salary

More Information:

• Please visit “Why Carnegie Mellon (http://www.cmu.edu/jobs/why-cmu/index.html) ” to learn more about becoming part of an institution inspiring innovations that change the world.

• Click here (https://www.cmu.edu/jobs/benefits-at-a-glance/) to view a listing of employee benefits

• Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran .

• Statement of Assurance (https://www.cmu.edu/policies/administrative-and-governance/statement-of-assurance.html)

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If your heart is in your work, come work with us. Carnegie Mellon University isn’t just one of the world’s most renowned educational institutions – it’s also a hotspot for some of the most talented doers, dreamers, and difference-makers on the planet. When you join our staff, you’ll become an important part of our mission to create a healthier, safer, and more just life for all. No matter what your role or location, you’ll connect and collaborate with dedicated, passionate colleagues – and you’ll have the satisfaction of delivering work that truly matters.

We cultivate a vibrant, welcoming environment where everyone is valued and encouraged to contribute and achieve. In addition to competitive benefits and a robust support network, you’ll have access to many tools and resources to sharpen your abilities and professional skills, as well as opportunities to engage and share perspectives with a dynamic and inspiring community of uniquely talented staff, faculty, students, and alumni.

The future is awaiting your expertise and intellect. Come join the architects of what’s next. Apply now.

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Please see Faculty Careers. (https://www.cmu.edu/faculty-office/faculty-recruitment/faculty-careers.html)

For technical assistance, email HR Services ([email protected]) or call 412-268-4600.

We are committed to providing an accessible experience throughout our recruitment process. If you need assistance or a reasonable accommodation at any stage of the application, interview, or hiring process, please contact Equal Opportunity Services by email at [email protected] or by phone at 412-268-5072.

Prospective Employee Disclosures (https://www.cmu.edu/jobs/disclosures/index.html)