Escalations Support Specialist (Remote - EST Locations only)

Our Customer is a mission-driven not-for-profit organization that connects students to college success and opportunity. Founded in 1900, they were created to expand access to higher education. Today, the membership association is made up of over 6,000 of the world’s leading educational institutions and is dedicated to promoting excellence and equity in education. Each year, our Customer helps more than seven million students prepare for a successful transition to college through programs and services in college readiness and college success—including the SAT, the Advanced Placement Program, and BigFuture. The organization also serves the education community through research and advocacy on behalf of students, educators, and schools.

We are seeking a Escalations AP Support Specialist on a contract basis to help support our Customer's business needs. This role is 100% remote in EST locations.

As the AP Support Specialist, you are a dynamic and organized project manager with a passion for details. Working closely with the Senior Director, AP Outreach, you will manage internal escalations process to ensure timely resolution of requests for AP support. You possess keen attention to detail, strong project management skills, and the ability to collaborate and coordinate effectively with a diverse set of stakeholders cross-functionally.


Responsibilities:

• Manage the intake cycle for escalations submitted through the Smartsheet Form.
• Review incoming escalations and ensure requests are appropriately catalogued in Smartsheet to the correct product type.
• Verify all information is included in the request submitted to accurately route for resolution.
• Provide timely responses to submitters and other teams to acknowledge receipt of escalation and enter status updates in Smartsheet within 1 business day of submission.
• Monitor and track the escalation process and follow-up with assigned staff until escalations are resolved.
• Maintain detailed documentation of project status and review processes, oversee and communicate review processes prior to resolution.
• Route escalation and all accompanying documentation to assigned teams and coordinate meetings with submitter, if necessary to resolve.
• Track assigned escalations daily and ensure timely resolution within 5 business days. Escalations not resolved after 5 business days should be reported to Senior Director for guidance.
• Provide escalation status updates to submitter and other teams within 3 business days of submission.
• Provide weekly status updates to submitter and BP&O team for escalations taking more than 5 business days to resolve.
• Identify opportunities for Smartsheet system efficiencies and work with Senior Director on implementation plans.

• Bachelor’s degree (certification in Project Management like PMP preferred).
• 4-5 years experience in project management, preferably in an educational setting
• Excellent organizational skills and attention to detail
• Exceptional written communications and engagement skills
• Ability to manage multiple projects simultaneously and meet deadlines
• Proficiency in project management tools and software – Smartsheet, Jira a plus