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

• Accurately and efficiently review account records to diagnose and provide guidance to high school administrators, member institutions, and student-athletes/families on eligibility-related issues by conducting and evaluating case analysis, assessing fact patterns, summarizing, synthesizing and compiling case information, and analyzing and applying relevant NCAA legislation and Eligibility Center policies and procedures.
• Serve as dedicated case manager or advisor for complex and/or escalated cases by proactively resolving eligibility-related issues, addressing potential issues with impacted accounts through outbound interactions, identifying and escalating issues which may have broad impact, and leading identification and prioritization of proactive projects.
• Serve as primary liaison between contract customer service email team and National Office staff, ensuring effective quality monitoring, participating in screening of new agents supporting the NCAA account, leading regular operations meetings, facilitating resolution of escalated questions/accounts, establishing and maintaining regular lines of communication between NCAA teams and contract staff for ongoing training, feedback, and knowledge transfer, executing regular reporting on key performance measures and sharing with internal stakeholders, and providing 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED