Delivery Specialist Full Time NEW

About Emeritus:

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Role Overview:

Reporting to the Senior Program Delivery Manager, the Delivery Specialist will play a key role in supporting the delivery operations for a portfolio of senior executive programs in partnership with top-ranked universities.

This role is responsible for providing high-touch operational support in the efficient delivery of courses to a global audience of senior executives. The successful candidate will have excellent customer service skills, attention to detail, and the desire and ability to work in a fast-paced educational tech environment.

Key Responsibilities:

• Administrative and Operational Support: Provide day-to-day operational support to the academic delivery team, ensuring administrative tasks and workflows are executed efficiently. Follow established SOPs and contribute to process consistency across programs. Including but not limited to: creating and executing live session schedules, updating internal documents, joining kick off calls, supporting contract creation.
• Participant Support and Experience: Support Delivery Managers in addressing participant needs, including assignment extensions, completion status inquiries, and escalation triage.
• Enrollment and Record Management: Maintain and update participant records, including processing approved deferrals, withdrawals, elective changes, and other adjustments. Ensure accuracy across systems and communicate updates where required.
• Completion Tracking and Reporting: Track participant progress, completion status, and live session attendance. Conduct routine checks to maintain data accuracy and share updates with internal stakeholders as needed across various products/programs.
• Learning Management System (LMS) Coordination and Quality Assurance: Support the setup and maintenance of the Learning Platform (Canvas), including content uploads, Learning Session Space (LSS) creation, and course communications, ensuring timely creation and launch of live course instances in line with defined SLAs. Perform quality checks of LMS and escalate or resolve issues to maintain content accuracy. Track course progress on an ongoing basis, proactively identify risks, delays, or errors, and escalate to relevant stakeholders in a timely manner. Work alongside the Design team to raise and/or implement change requests to course content within predetermined deadlines.
• Live Session Coordination: Assist in scheduling and coordinating live online sessions, ensuring alignment with program timelines and facilitator needs. Help track and establish run of show planning.
• Program Readiness Support: Contribute to pre-launch activities by confirming readiness of enrollments, content, and communications. Support delivery across multiple programs while managing competing priorities.
• Stakeholder Coordination: Collaborate with internal teams (e.g., Program Delivery, Learning Design, LMS/Tech teams) to support program execution, share updates, and route issues appropriately.
• Issue Triage and Escalation: Identify and route participant or operational issues, ensuring timely escalation and follow-through. Monitor for recurring themes and flag for awareness.
• Continuous Improvement: Share observations on process gaps or inefficiencies and contribute to improvements that enhance operational delivery and participant experience.

Qualifications:

• 3+ years of related administrative experience, preferably in an educational environment.
• Solutions-oriented experience supporting customers, clients, or students in resolving issues that are impacting their performance or satisfaction.
• Outstanding written and verbal communication skills.
• Highly detail-oriented and possesses the self-initiative to manage tasks efficiently, ensuring deadlines are met.
• Strong prioritization, time-management, and organizational skills.
• Tech savvy, proficient in MS Office suite.
• Supportive team player.
• Open to feedback and adaptable to a fast-paced work environment.
• Experience in the following systems is a plus: Airtable, Canvas and LMS upload.
• Availability during US (Eastern Time) working hours to ensure daily connection with US-based team. Preferred working hours: 1 pm IST to 9 pm IST.