Job Function: 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. Job 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 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. • 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. • Leading identification and prioritization of proactive projects. • Serve as primary liaison between contract customer service email team and National Office staff. Activities include but are not limited to: • 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. Job Requirements • Education Required High school diploma or equivalent. • Bachelor’s or Advanced degree preferred. • 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. • Prior experience advising external constituents regarding NCAA rules and/or processes for international students strongly preferred. • Candidates should possess excellent analytical skills, ability to aggregate/synthesize information, and strong attention to detail. • Estimated Travel Required <10% • This position will be based out of the national office in Indianapolis, Indiana. Current work environment is hybrid; 2 days in the office and 3 days are remote. Key Competencies • Effective Communication: Can exchange ideas, thoughts, opinions, knowledge, and data so that the message is understood with clarity and purpose. • Stakeholder Focus: Is dedicated to meeting the expectations and requirements of internal and external stakeholders, gets first-hand stakeholder information and uses it for improvements in products and services, acts with stakeholders in mind, establishes and maintains effective relationships with stakeholders and gains their trust and respect through honesty, integrity, authenticity, and inclusivity. • Critical Thinking: Ability to examine issues and ideas and to identify good and bad reasoning in a variety of fields with differing assumptions, contents, and methods. • Motivating Others: Creates a climate in which people want to do their best, can motivate many kinds of direct reports and team or project members, can assess each person's hot button and use it to get the best out of him/her, pushes tasks and decisions down, empowers others, invites input from each person and shares ownership and visibility, makes each individual feel his/her work is important, is someone people like working for and with. • Problem Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations. Core Values • Leadership: We actively listen and continually strive to provide vital solutions, counsel and advocacy for student-athletes and intercollegiate athletics. • Inclusion: We seek and incorporate different perspectives and experiences to drive innovation and impact. • Communication: We commit to an environment of openness to build trust and make timely decisions. • Collaboration: We work together, based on mutual respect, to lead and serve our stakeholders. • Accountability: We take ownership for our actions and results to add value every day.