Mar 25, 2020
**Please note that this position is located in Washington, DC; however the American Council on Education is currently in a remote status and the interview process will be conducted remotely. Our status is subject to changed based on guidance surrounding COVID-19** Learning Evaluation is a national leader in recognizing and validating learning and competencies in order to connect post-traditional students, training providers and universities. The Associate Program Manager (APM), Resource Support provides well-organized customer service in a professional and knowledgeable manner. The APM, Resource Support serves in a critical role as the centralized source of quick-response information for learners, employers, and colleges and universities. The APM, Resource Support demonstrates excellent, research, writing, critical thinking, communication, and project coordination skills with both internal and external stakeholders. PRIMARY RESPONSIBILITIES Day to Day Resource Support Responds and manages inquiries from a variety of stakeholders (students, academic advisors, unaffiliated adult learners, clients, and the general public). Coordinates with ACE subject matter experts to assist in responses, as needed. Ensures the inquiry is handled to completion. Provides assistance regarding the application of ACE credit recommendations and official transcripts. Manages, describes and tracks inquiries, issues, and concerns leveraging business intelligence tools, databases, and spreadsheets. Researches information about evaluations (i.e. courses, examinations, occupations, apprenticeships, competencies) to support employers, learners and academic institutions. Responds to questions related to postsecondary education, particularly those issues related to adult learners’ navigation of the higher education system. Makes resource referrals for additional information and assistance as needed. Provides advocacy follow up for students having trouble applying their ACE credit recommendations with institutions. Provides resources and assists with initial vetting of clients (existing and new). Demonstrates commitment to effective workforce competencies (see Competency Expectations and the details included with Attachment A). Integrates additional duties and special projects. Report Assistance Generates monthly and quarterly customer service reports to include qualitative and quantitative measures. Assists with creating and developing outreach and communication reports, quarterly. Creates reporting tools as a result of surveys or focus group activities; this includes charts, graphs, comparative analytics. Documents trends during reporting periods and identifies strategies to improve processes. Outreach and Communication Provides input to revise and develop web resources and tools for stakeholders. Writes FAQs and creates tools to expand internal efficiency and infrastructure. Stays abreast of ACE initiatives (Student of the Year, Engage, reports, articles, proceedings) and leverages these resources, as appropriate, to support stakeholder inquiries. Embraces opportunities to collaborate with colleagues across Learning Evaluation and throughout ACE.
American Council on Education (ACE) Full-Time