Assistant Director of Eligibility Center External Relations

NCAA•Indianapolis, IN

11d•Hybrid

About The Position

This position is a leadership role within the team serving as the primary interface between the NCAA's National office and a wide variety of key constituent groups, including member institutions, high school and district administrators, college-bound student-athletes, student-athletes, and parents.

Requirements

High school diploma or equivalent.
At least three years of demonstrated high level performance delivering on NCAA Eligibility Center External Relations objectives including productivity, quality, and team engagement assessments required.
Candidates should possess excellent analytical skills, ability to aggregate/synthesize information, and strong attention to detail.

Nice To Haves

Bachelor’s or Advanced degree preferred.
Prior experience advising external constituents regarding NCAA rules and/or processes for international students strongly preferred.

Responsibilities

Conducting and evaluating case analysis and assessing fact patterns.
Summarizing, synthesizing and compiling case information, including registration data, academic records, and cross-functional case notes.
Analyzing and applying relevant NCAA legislation and Eligibility Center policies and procedures.
Proactively resolving eligibility-related issues.
Addressing potential issues with impacted accounts through outbound interactions.
Identifying and escalating issues which may have broad impact.
Leading identification and prioritization of proactive projects.
Ensure effective quality monitoring is in place.
Participate in screening of new agents supporting the NCAA account.
Lead regular operations meetings.
Facilitate resolution of escalated questions/accounts.
Establish and maintain regular lines of communication between NCAA teams and contract staff for ongoing training, feedback, and knowledge transfer.
Execute regular reporting on key performance measures and share with internal stakeholders.
Provide feedback to contract staffing provider regarding resource allocation and performance.
Provide specified staff and internal and external partners training, timely updates, and expertise regarding initial eligibility certification matters.
Support advisor line for escalated membership, public and high school line matters.
Engage with NCAA functional teams to identify opportunities for outreach to NCAA colleges and universities, high schools and prospective student-athletes and represent the Eligibility Center in delivering these presentations.
Identify and lead continuous improvement efforts with the aim of streamlining business processes, enhancing external communications, and improving the customer experience.
Other duties as assigned.