Heidi Makela Email & Phone Number

Ithaca, Ny, Us

Ithaca, New York, United States

Drive new product development, launch, execution, and profitability of eCornell online professional development programs targeting executives and professionals globally. Direct cross-functional matrix team to implement and deliver up to 4 programs concurrently with goal of launching ~4 new programs annually. Develop relationships across multiple eCornell depts. Report to Sr Dir. Product Management.EXECUTIVE ENGAGEMENT: Establish(ed) trust and meet weekly with Sr. Dir. Program Manager, SVP Enterprise Programs, Chief Marketing Officer, VP Individual Enrollments, and Vice Provost of External Education to review program status, enrollment numbers, and marketing approaches. Collaborate to develop improvements and high-level strategies for new programs.LEADERSHIP: Lead 7 matrix reports from Marketing, Enrollment, Operations, Student Support, and Program Delivery teams to identify targeted professional student needs and develop concepts, program expectations, curriculums, agendas, timelines, internal/external communications, and more. Develop(ed) extensive network to successfully identify and secure faculty. Draft/manage budgets.ENROLLMENT STRATEGIES: Conduct market research, gather data and information for Marketing, and work with Sr. Faculty Director to create guidelines for communications with potential program audience (professional development).METRICS & FOLLOW-UP: Identify/adjust program KPIs and metrics. Meet with faculty, review surveys and budgets, and partner with Faculty, Deans, Marketing, Operations, Technology, Support, and Finance to develop recommendations improving programs.PROGRAM IMPLEMENTATION: Provide high-level leadership for online professional development, pre-college certificates, in-person professional and executive development programs, and online undergraduate and executive master programs. Gain faculty approvals for content, align programs with Cornell University Brand Quality, and approve implementation plans.

Ithaca, New York Area

Led 16 direct reports and up to 145 part-time contractors. Reported to Managing Director, Program Delivery. Created agreements, budgets, and managed programs and student relationships. As of March 2023, team supports 60+ courses on an ongoing basis.COURSE OPERATIONS FORMATION & LEADERSHIP: Formed team to work with product, finance, marketing, individual & enterprise enrollment, student support, IT, instructional design, and facility areas to deliver industry-approved certification/recertification programs with recognized faculty and appropriate technology. Developed instructor online training programs. Oversaw analytics, operations, and optimization.DASHBOARD CREATION: Worked with Business Intelligence Team to create Tableau dashboards showing completion rates, number of students overall/broken down by program, years, instructor ratings, NPS scores, and more.VENDOR MANAGEMENT: Located, negotiated contracts with, and oversaw vendors for Learning Management System (LMS - Canvas) and Student Information System (Destiny).OPERATIONS & DELIVERY TEAM FORMATION: Developed procedures, protocols, budgets, and project mgt. system and recruited, hired, and trained 4-member team to deliver programs and serve as client relationship managers.STUDENT SUPPORT & SUCCESS (Call Center): Set up 13-member team to deliver ~24/7 support to global student base. TICKET SYSTEM & PERFORMANCE: Selected technology and created cross-functional task force to reduce help desk tickets 20%. ONLINE POINT SOLUTIONS PROGRAM LAUNCH: Crafted model and built program with email nurturing, social postings, and ecommerce website pages to expand extension programs.

Ithaca, New York, United States

Supported implementation, course scheduling, and instructor scheduling for new and updated courses/programs. Led help desk staff, streamlined processes, and increased student support satisfaction by 60%. Expanded enrollment by 30% delivering operational profitability.

Conducted QA testing and implemented system and software changes for high-profile clients.