Professional Development Program Specialist

American Speech-Language- Hearing Assoc.•Rockville, MD

31d

About The Position

The Program Specialist provides advanced customer service for ASHA Professional Development’s learning products, offering direct support to learners facing complex or escalated issues. The incumbent investigates root causes and collaborates across departments to design, implement, and refine solutions. They also serve as the primary liaison to ASHA’s frontline customer support team and surface learner trends that inform broader improvements.

Requirements

3 or more years of experience in a problem-solving or operations-focused role; ideally involving customer support in a complex technical or systems environment
Experience navigating multiple business systems (e.g., LMS, CRM, AMS, ecommerce) and collaborating across teams to resolve system-based issues
Bachelor’s degree or equivalent years of work experience
Advanced proficiency with business systems and tools including CRM, LMS, and ecommerce platforms
Demonstrated ability to troubleshoot and resolve issues that span multiple platforms or integrations
Demonstrated ability to design and document sustainable workflows that support operational scale and consistency
Strong critical thinking and problem-solving skills; able to navigate ambiguity and develop practical solutions
Clear and effective communicator across technical and non-technical audiences
Skilled at collaborating with cross-functional teams to resolve complex issues
Demonstrated ability to synthesize support trends into actionable feedback for process and product improvement
Demonstrated ability to develop and maintain internal resources, documentation, or training tools that enable frontline or partner support teams to succeed.
Highly organized with the ability to independently prioritize multiple concurrent tasks in a fast-paced environment

Responsibilities

Resolve complex learner issues.
Provide direct support to learners experiencing escalated or ambiguous challenges—investigating root causes, coordinating with other teams when needed, and ensuring each issue is fully resolved.
Create and manage workarounds for ongoing learner issues.
Identify root causes of learner issues, design sustainable fixes or workarounds, and coordinate their implementation and ongoing management across relevant teams and systems.
Empower ASHA’s frontline customer support.
Partner with the Action Center to identify support trends and help frontline staff succeed—clarifying boundaries, sharing feedback, and ensuring a smooth learner experience across tiers.
Serve as a learner feedback channel.
Identify and share patterns in learner challenges, helping the APD team understand real-world system pain points and continuously improve the learner experience.
Set up and refine learning products.
Configure courses in the LMS and perform quality assurance checks across interconnected systems (AMS, ecommerce, LMS) to ensure accuracy and consistency.
Strengthen cross-functional collaboration.
Collaborate across the organization to identify gaps in support processes, create scalable solutions, and develop tools and resources that improve first-contact resolution and overall learner experience.