Program Specialist - Learning Operations

Work Arrangement:
Hybrid (On-Site and Remote mix)

Regular or Temporary:
Regular

Location:

Durham, NC, US, 27710

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

The Program Specialist provides broad administrative and operational support across DUHS Learning Operations enterprise programs. The position keeps enterprise learning programs running on cadence: session setup and live event support, material and logistics, participant communications, learner inquiries, and program reporting.

Roster construction, attendance reconciliation, and routine participant communications run through the department's AI enabled systems. This position operates those systems: preparing and validating inputs, reviewing generated output before it is used or sent, resolving flagged exceptions, and improving the workflows over time.

Initial focus is Day1@Duke and DUHS Leader Orientation, extending to additional enterprise programs as they come online.

Percentage allocations are approximate and shift between orientation and non-orientation weeks.

Set up and support enterprise learning sessions in person and virtually. For in-person sessions: room and table setup, participant check-in, printed materials and name badges, catering orders, and on-site troubleshooting through the session. For virtual sessions: platform setup including rooms and pre-registration files, deck variables, speaker checks, run of show, polls, Q&A moderation, and live technical triage.

Run the automated roster and attendance workflow through the department's AI assistant. Prepare and verify source inputs, including HR system exports and entity splits, so the automation operates on accurate data. Review generated rosters, attendance reconciliations, and drafted participant communications for accuracy and tone before they are used or sent. Manage invitation, reminder, and reschedule cycles through the automated process.

Work the exception queue the automation produces. Route individual participation cases and attendance exceptions to the Program Manager for case-by-case handling rather than resolving them independently or allowing an automated communication to go to that group.

Monitor and respond to the program inbox and participant inquiries, using AI-assisted drafting where appropriate and applying judgment on what requires a personal response. Provide help desk support during and around sessions. Track issues to resolution and elevate items requiring a program or policy decision to the Program Manager.

Perform routine quality checks on program content and information across the LMS, SharePoint, and related sites. Maintain the error log, keep standard operating procedures current as automated workflows change, and maintain program records and documentation.

Produce recurring program and completion reporting. Manage program supplies and welcome materials, including order preparation and distribution list accuracy. Identify steps that remain manual or where automated output repeatedly needs correction, and work with the Program Manager and learning systems partners to improve or extend the workflows.

This Role Owns

Supports

Does Not Own

Session setup, logistics, and live event execution support

Program reporting and survey administration

Program design, content, and curriculum decisions

Accuracy of inputs to and output from the automated roster and attendance workflow

Improvement and extension of automated workflows

Build and configuration of the AI assistant and its integrations

Review and release of automation-drafted participant communications

Individual participation and exception decisions

The exception queue, including routing to the Program Manager

Vendor and catering coordination

Facilitation and instruction

Invitation, reminder, and reschedule cycles

Audience designation and assignment rules

Program inbox and first-line participant support

Budget authority and procurement approval

Program supplies, materials, SOP upkeep, and the content error log

Work requires…