Program Director, Center for Digital Equity

Located in the heart of the nation’s second-fastest-growing metropolitan area, Queens University of Charlotte leverages the city’s diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, faculty build close and collaborative relationships with students and help them build intentional and individualized roadmaps for flourishing at Queens and beyond. At the graduate program level, the University offers innovative educational experiences that help learners advance professionally and retool for new opportunities. Our environs afford faculty myriad opportunities to advance their own professional growth and teaching and research interests by collaborating with vibrant industry, non-profit, and community organization sectors.

Because of our history of innovation and our legacy of strong leadership, Queens is positioned to be among the new forerunners of American higher education. This is a defining moment for Queens. While other institutions are focused on sustaining and surviving, we are thinking much bigger.

Institutions that understand what is needed and are willing to reimagine what is possible can position themselves to thrive and strengthen their market position after the pandemic with innovative approaches that are deeply connected to the world and its greatest challenges.

By 2030, Queens aspires to become the leading, private, national university of Charlotte with deep, meaningful, and reciprocal connections to the needs of our local community and economy; inventive and multidisciplinary academic programs that are connected to the world’s most pressing challenges and biggest areas of opportunity; a fully connected, integrated, and innovative set of experiences that support holistic wellness and wellbeing; a culture of continuous improvement and investment that enables faculty and staff to flourish and achieve their full potential; and a comprehensive approach to diversity, equity, and inclusion that begins on campus and radiates throughout the community.

Job summary:
Queens University of Charlotte, situated in one of the nation’s fastest-growing metropolitan areas, is seeking a dynamic Program Director to lead the Center for Digital Equity’s (CDE) Digital Navigator service. As a vital part of our institution, you will be responsible for steering the county-wide digital navigator program, ensuring effective service delivery and fostering community engagement. This is a full-time benefits eligible position and is expected to continue through June 30, 2026.

This position reports to the Deputy Director for the Center for Digital. This position is exempt from provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay for hours worked above 40 in a single work week. This position is not eligible for visa sponsorship.

Essential duties and responsibilities include:
• Serve as the Chief Digital Navigator, guiding residents through basic technological concepts related to internet services, devices, and online applications
• This includes supporting tickets/inquiries through interaction over the phone, via email, and at in-person events
• Lead the training, management, and empowerment of digital navigator staff and volunteers
• Manage the HubSpot Service Desk and pertinent data to ensure seamless operations
• Support the Community Council’s digital navigation workstream, collaborating with partners from the resident, public, and private sectors
• Generate detailed reports on program performance
• Engage with the community through public events, social media, phone interactions, and other mediums
• Develop content and resources for both public consumption and internal use
• Collaborate with the team to contribute to strategic planning and tactical implementation aligned with CDE’s goals
• Develop, implement, and manage resource allocation plans to meet service demand
• Analyze and troubleshoot program/project components, seeking assistance when necessary
• Effectively work both independently and as part of a team
• Exhibit professionalism, judgment, and leadership, including stepping into Director of Program Services’ role as needed
• Collaborate with Deputy Director to stay informed about opportunities for awareness and advocacy
• Create space for effective team collaboration within the Digital Navigator service and across the CDE team at large
• Demonstrate excellent organization, follow-up, and follow-through skills to achieve program/project objectives within established timelines
• Possess strong computer proficiency, adaptability to new systems, and the ability to improve procedures
• Plan, organize, resource, and execute programs/projects of various sizes
• Projects may vary in complexity and clarity. The ideal candidate must be able to generate plans that are nimble and creative
• Analyze and solve problems while exercising sound judgment and discretion with sensitive material
• Prioritize assignments, meeting deadlines and program objectives
• Engage with diverse groups and exercise cultural competence
• Build relationships across organizational levels and exercise tact and diplomacy
• Communicate effectively through written and verbal channels
• Collaborate with community and campus partners to involve students in the Digital Navigator program

Non-essential duties:
Other duties and special projects may be assigned to meet department and/or university needs.

Experience, knowledge and skills required:
• Ability to teach basic technological concepts and navigate online services
• Strong interpersonal and customer service skills with experience working with diverse constituencies
• Proficiency in software tools including HubSpot or similar CRM systems, Microsoft Office, SharePoint, RingCentral, etc.
• At least five (5) years of program management, project management, or nonprofit management experience
• 1-3 years of experience in nonprofit or educational leadership, program development, and/or training

Benefits:
Queens offers comprehensive benefits to eligible employees, including: medical, dental and vision insurance, domestic partner benefits, defined contribution (matching) and supplemental 403(b) retirement plans, vacation and generous paid holidays, tuition remission and tuition exchange, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long-term disability leave, paid parental leave, FMLA leave when eligible, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), free access to the Levine Center, wellness programs. In addition, employees may choose benefits such as pet insurance, critical care insurance and legal assistance.

Physical requirements (with or without reasonable accommodation):
• Remain in a stationary position, most of the time
• Exchange accurate information with co-workers and clients, frequently
• Read reports, create presentations, use a computer system, most of the time
• Communicate with co‐workers, clients and vendors, most of the time
• Write, type, and use the computer, telephone, copier, and other office equipment systems, most of the time
• Move about inside the workspace to access resources and office equipment, and attend meetings across campus, regularly
• Exert moderate force to move objects, occasionally
• Think critically, concentrate on the task at hand, and respond quickly to changes in conditions, most of the time

Work conditions:
• Work in office environment, involving contact with faculty, staff, students, service providers and vendors
• Work has deadlines, multiple interruptions, high volume and may be stressful at times

The above description is not intended to be an all-inclusive list of the duties and responsibilities of this positions, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended to describe the general nature of this position.

To apply:
Does this sound like a good fit? Click the link https://smrtr.io/gH45G and then click on the green “I’m interested” button and submit:
1. A cover letter addressing the position qualifications and experience
2. Current résumé
3. Salary requirements
4. Contact information for three professional references.

Applications received by October 20, 2023, will receive first consideration. Queens will continue to accept applications until the position is filled.

Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, childbirth and conditions related to pregnancy or childbirth), sexual orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other University-administered programs.

Any individual with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Queens’ job search/selection process should contact the Assistant Vice President of Human Resources at 704.337.2222.