Support Specialist, Advanced Placement Program (100% Remote)

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 an AP Support Specialist on a contract basis to help support our Customer’s business needs. This role is 100% remote.

The AP Support Specialist serves as a dynamic and organized project manager responsible for managing the internal escalations process for AP Program support requests. This role requires strong attention to detail, project management expertise, and the ability to collaborate effectively across diverse stakeholders. The AP Support Specialist ensures that escalations are routed, tracked, and resolved in a timely and efficient manner while identifying opportunities for process and system improvements.

Responsibilities:

• Manage the intake cycle for escalations submitted through Smartsheet forms.
• Review incoming escalations and ensure accurate categorization by product type.
• Verify the completeness of requests to enable accurate routing for resolution.
• Provide timely responses to submitters and teams, including status updates within one business day of submission.
• Monitor, track, and follow up on escalations to ensure resolution within five business days.
• Maintain detailed documentation of project status, including escalation tracking and review processes.
• Route escalations and supporting documentation to assigned teams, coordinating meetings with submitters when necessary.
• Report unresolved escalations beyond five business days to the Senior Director for guidance.
• Provide escalation status updates to submitters and other teams within three business days.
• Deliver weekly status updates to submitters and the BP&O team for escalations extending beyond five business days.
• Identify opportunities for Smartsheet system efficiencies and collaborate with leadership on implementation plans.

Skills and Qualifications

• Bachelor’s degree required; Project Management certification (e.g., PMP) preferred.
• 4–5 years of project management experience, preferably in an educational setting.
• Strong organizational skills with exceptional attention to detail.
• Excellent written communication and stakeholder engagement skills.
• Proven ability to manage multiple projects simultaneously and meet deadlines.
• Proficiency with project management tools; Smartsheet and Jira experience a plus.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.