AP Support Specialist

JOB DESCRIPTION
Position: AP Support Specialist
Timing: ASAP (targeting 4/1/25 through 12/31/2025)
Team: AP Outreach and Access
Location: Remote - EST
Profile: strong attention to detail, problem solving, solid verbal and written communication. will provide internal support for AP classroom using a smartsheets tracker.
Hours: 40 hours per week

About the Team
The AP Program Access team is responsible for extending the growth and reach of the AP Program, so that more students have the opportunity to take college courses and earn college credit while in high school. The AP Outreach and Implementation team within this department is dedicated to serving states, districts, and schools in the successful implementation of the AP Program, extending the reach and relevance of AP.
We work closely with our colleagues in other departments within the AP division, and across divisions, including State and District Partnerships (SDP) and Engagement and Reach, to ensure that *** is aligned in all efforts to advance the benefits of AP for students, parents, educators, policymakers, the media, member organizations, and staff.
The Advanced Placement Program (AP) enables willing and academically prepared students to pursue college-level studies while still in high school. The program consists of college-level courses developed by the AP Program that high schools can choose to offer, and corresponding exams administered once a year.

About the Opportunity

As the AP Support Specialist, you are a dynamic and organized project manager with a passion for details. Working closely with our Senior Director, AP Outreach, you will manage our internal escalations process to ensure timely resolution of requests for AP support. You possess keen attention to detail, strong project management skills, and the ability to collaborate and coordinate effectively with a diverse set of stakeholders cross-functionally.
In this role you will:
Manage the intake cycle for escalations submitted through our Smartsheet Form.
Review incoming escalations and ensure requests are appropriately catalogued in Smartsheet to the correct product type.
Verify all information is included in the request submitted to accurately route for resolution.
Provide timely responses to submitters and other teams to acknowledge receipt of escalation and enter status updates in Smartsheet within 1 business day of submission.
Monitor and track the escalation process and follow-up with assigned staff until escalations are resolved.
Maintain detailed documentation of project status and review processes, oversee and communicate review processes prior to resolution.
Route escalation and all accompanying documentation to assigned teams and coordinate meetings with submitter, if necessary to resolve.
Track assigned escalations daily and ensure timely resolution within 5 business days. Escalations not resolved after 5 business days should be reported to Senior Director for guidance.
Provide escalation status updates to submitter and other teams within 3 business days of submission.
Provide weekly status updates to submitter and BP&O team for escalations taking more than 5 business days to resolve.
Identify opportunities for Smartsheet system efficiencies and work with Senior Director on implementation plans.

You have:
· Bachelor’s degree (certification in Project Management like PMP preferred).
· 4-5 years experience in project management, preferably in an educational setting
· Excellent organizational skills and attention to detail
· Exceptional written communications and engagement skills
· Ability to manage multiple projects simultaneously and meet deadlines
· Proficiency in project management tools and software – Smartsheet, Jira a plus
Goal #1
Manage the intake cycle for escalations submitted through the AP Super Form.
Metric #1
Review incoming AP Super Form escalations and ensure requests are appropriately catalogued in Smartsheet to the correct product type.
Metric #2
Coordinate with Senior Director to determine if additional information is needed from the submitter to accurately route escalations internally for resolution.
Metric #3
Respond to submitter and BP&O team to acknowledge receipt of escalation and enter status updates in Smartsheet within 1 business day of submission.
Goal #2
Monitor and track the escalation process and follow-up with assigned staff until escalations are resolved.
Metric #1
Route escalation and all accompanying documentation to assigned teams and coordinate meetings with submitter, if necessary to resolve.
Metric #2
Track assigned escalations daily and ensure timely resolution within 5 business days. Escalations not resolved after 5 business days should be reported to Senior Director for guidance.
Metric #3
Provide escalation status updates to submitter and BP&O team within 3 business days of submission. Provide weekly status updates to submitter and BP&O team for escalations taking more than 5 business days to resolve.
Goal #3
Maintain Smartsheet system
Metric #1
Enter status updates to back-end Smartsheet system and mark resolved.
Metric #2
Provide a weekly status report to Senior Director of all outstanding escalations.
Metric #3
Identify opportunities for Smartsheet system efficiencies and work with Senior Director on implementation plan.