Programs Project Coordinator (Tech/Business Systems Team)

ACE Scholarships•Greenwood Village, CO

7h•$55,500 - $65,000•Onsite

About The Position

The Programs Project Coordinator plays a key role in ensuring high-quality, compliant, and consistent customer support across ACE’s scholarship program portfolio. This position works closely with leadership and implementation teams to define customer service protocols, document standard operating procedures in alignment with ISO standards within a ServiceNow platform. The role also supports onboarding, training efforts, and technical ticket support for customer service representatives, particularly during high-volume rollout and implementation phases. The ideal candidate has a strong background in customer experience, process documentation, and a keen understanding of program operations.

Requirements

Unwavering belief in the Mission, Vision, Values and Founding Principles of ACE Scholarships
Strong communication and interpersonal skills; clear, professional written and verbal presentation
Ability to draft detailed and structured documentation
Familiarity with ISO or other process standards and continuous improvement methodologies
High emotional intelligence and customer empathy, especially when working with diverse family populations
Strong organizational skills with the ability to manage multiple priorities and deadlines
Proficiency with Microsoft Office Suite including MS Project and Power Automate, and CRM/ticketing systems, Service Now preferred, but other systems experience acceptable.
Bachelor’s degree in Business Administration, Communications, Public Policy, or related field preferred; or equivalent working experience
3+ years of experience in customer service, implementation, or public contract coordination
Experience writing SOPs or ISO-aligned documentation highly preferred

Nice To Haves

Experience with public contract programs and/or working within government RFP frameworks is preferred
Training or facilitation experience a plus

Responsibilities

Product & Program Coordination
Consult with internal departments to understand and document program requirements for new and existing business opportunities (e.g. state and federal tax credit programs, strategic partnership onboarding, etc.)
Collaborate with cross-functional teams to ensure customer support workflows meet contractual and regulatory standards.
Serve as a subject matter expert in customer service protocol during public RFP and proposal development.
Technology Product Development Support
Workflow documentation
Data analysis
System testing
System business analysis
Analyze customer trends and feedback to identify opportunities for improved service delivery.
ISO-Aligned Process Development
Write and maintain detailed Level 4 and Level 5 ISO-compliant work instructions and process documentation.
Identify opportunities for improving customer service efficiency, scalability, and quality through process enhancements.
Support audit readiness and continuous improvement initiatives related to customer support operations.
Customer Service Implementation & Training
Assist in developing training materials and onboarding processes for new customer service representatives.
Facilitate hands-on training during new contract launches, pilot phases, and high-volume seasons.
Monitor and provide feedback on customer service interactions to ensure consistency and compliance.

Benefits

Medical Insurance (with generous employer contribution)
Dental Insurance (with generous employer contribution)
Vision Insurance
Voluntary Life Insurance
HSA, FSA, Limited FSA, and Dependent Care FSA pre-tax spending accounts
Employee Assistance Program (EAP)
Free, employer paid short term, long-term, and AD&D insurance
401(k) with 6% employer match with immediate vesting
Monthly cellphone stipend
Scholarships for employee’s whose children are actively enrolled in a K-12 private school ($3,500/child up to $10,500 per year)
On-site amenities in Colorado Home Office include employer paid parking, gym, café, and building security, in-suite coffee, snack bar, and walking treadmill