Primary Responsibilities:
- Instructor Orientation, Training, & Support Coordination:
- Assist with the development of asynchronous online instructor orientation sessions, providing resources and ongoing support.
- Support the development of a communication plan with online instructors.
- Coordinate and support engagement initiatives and professional development opportunities, such as online instructor forums or virtual meetings.
- Support the online instructor mentoring program and assist with recognition activities such as instructor awards.
- Course Staffing, Recruitment, and Onboarding:
- Support recruitment campaigns, assist with job postings, maintain online instructor pools, track availability and qualifications, and schedule interviews.
- Work with HR and academic units to ensure compliance and facilitate the seamless onboarding of new online instructors, including assisting with the completion of required documentation and contracts in accordance with university policies.
- Communication and Customer Service:
- Manage communication channels, including email announcements, newsletters, and online instructor portal updates.
- Respond promptly to instructor inquiries via email, phone, or ServiceNow tickets, providing effective support and resolution.
- Maintain excellent rapport with instructors and departmental stakeholders to ensure clarity and availability of resources.
- Collaborate with internal teams to promote instructor engagement strategies and recognize outstanding faculty efforts.
- Documentation & Reporting:
- Keep records of online instructor communications, training sessions, inquiries, and online instructor support activities.
- Prepare regular reports on instructor training participation, communication outreach, instructor feedback, engagement, and service metrics to inform continuous improvement.
- Help monitor and document instructor success and engagement metrics.
- Additional Responsibilities:
- Assist with the organization of online instructor events and engagement initiatives.
- Support special projects aimed at improving online instructor satisfaction, engagement, and effectiveness.
- Perform other duties, responsibilities, or special projects as assigned by the Director for Online Instructor Success.
Qualifications:
- Bachelor’s degree from an accredited institution.
- At least one (1) year in customer service, communications, or related support roles.
- Excellent communication and interpersonal skills.
- Strong organizational skills and attention to detail.
- Ability to manage multiple inquiries and prioritize effectively.
- Confidence in handling confidential information.
Preferred Qualifications:
- Familiarity with learning management systems (e.g., Canvas, Blackboard)
- Experience with "ServiceNow" or similar ticketing systems.
- Background in online education or faculty support preferred
- Knowledge of online education best practices and engagement strategies
Rate: $25 per hour
Hours:
- This temporary, part-time position is assigned no more than twenty-five (25) hours per week. Work hours cannot exceed 25 hours per week. The work is contracted annually to coincide with the fiscal year and is contingent upon budget appropriation.
Notes:
- Candidates must be legally authorized to work in the US, and the university will not sponsor an applicant for a work visa for this position.
- Only completed online applications submitted on or before the posted deadline will be considered.
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