Evening Program & National Test Center Coordinator, Lakenheath

The Program and National Test Center Coordinator serves as the on-site University of Maryland Global Campus representative responsible for providing academic, administrative and testing support services, community outreach, and customer relations management. The Coordinator is a front-line staff member that delivers high-quality services to current and prospective students, functioning as a team member. This position reports directly to the Site Lead (SL); if no Site Lead is assigned, the Assistant Director (AD) receives the report. The Coordinator must collaborate effectively with the AD, Regional Director (RD), local Program Coordinators and staff, education center personnel, faculty, administrative staff, and the military community. Site-specific duties may vary; occasional evening or weekend hours and travel may be required.

Specific Responsibilities:

• Provide students with superior customer service as an advocate and advisor throughout the academic cycle in a fast-paced environment using in-person visits, telephone, e-mail, and videoconferencing.
• Promote and support localized UMGC services, including hybrid classes, testing services, and university-sponsored events as assigned at site(s).
• Perform operational and administrative duties to ensure offices and test centers (if applicable) meet test agency standards.
• Maintain and expand knowledge of UMGC systems, including CRM databases such as Salesforce and PeopleSoft.
• Document all student contact through UMGC’s Customer Relations Management System and schedule appropriate follow-up activities.
• Provide daily customer service and communicate with prospective and current students in a fast-paced environment across in-person, phone, email, CRM, and video channels.
• Maintain a positive relationship with the Education Services Officer (ESO), specialists/counselors, military partners, and equivalents; provide periodic briefings to military representatives on UMGC programs of interest.
• Organize and participate in local outreach activities such as Education Fairs, Open Houses, Semester Start-ups, Student Appreciation Days, local graduations, and other events, professionally representing UMGC.
• Track and analyze class enrollments and student interest, and local degree progression to provide input on scheduling; ensure classrooms have adequate space and technology, attend the first class session to assist instructors and students, and help faculty obtain base access to install attendance.
• Assist with processing students’ military documentation, including Tuition Assistance forms and orders.
• Distribute marketing, advertising, and mass media materials at assigned locations when permissible.
• Execute site-specific outreach plans and participate in outreach events to support university recruitment and retention goals.
• Provide National Test Center testing services on a basis that meets community demand while balancing other outlined duties, maintaining NTC trainings and certifications as required.
• Participate in UMGC staff meetings, professional development activities and training sessions as required.
• Track and compile monthly statistics and provide reports as needed.
• Maintain appropriate communication with immediate supervisor and other UMGC staff to ensure timely resolution of student issues and escalations.
• Perform other job-related duties as assigned.

Required Education and Experience:

• Bachelor’s Degree from a U.S. regionally accredited institution or foreign degree equivalent.
• Background in customer service.
• Ability to work in a fast-paced and complex environment with accurate attention to detail.
• Basic office management and clerical skills.
• Effective written and verbal communication skills.
• Good interpersonal skills.
• Successful applicants must be able to pass a background check and meet requirements for individual logistical support (ILS).

Preferred Education and Experience:

• Applicants with a U.S. valid driver’s license and ability to obtain a military driver’s permit in the host nation.
• Local candidates with ILS preferred.
• Applicants must qualify for ILS as described in USAREUR Regulation 600-700, Section III, 7-13. Criteria for ILS eligibility: serve the U.S. Forces exclusively; not be stateless persons; be nationals of a NATO state, excluding the host nation; and not be ordinarily resident in the host nation.

University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation, or veteran status in employment, educational programs and activities, and admissions.

Benefits Package Highlights:

• Generous Time Off: 15-25 days of paid vacation (based on years of service), 15 days of sick leave, 3 personal days, and 11 federal holidays. Part-time rates prorated based on full-time equivalent.
• Comprehensive Health Coverage: Health care, medical with vision, dental, and prescription plans for individuals and families, effective from the first of the month following hire date. Contingent III employees averaging 20+ hours per week are eligible for subsidised Maryland medical and prescription benefits.
• Insurance Options: Term Life, Accidental Death and Dismemberment, and Long-Term Disability. CIII part-time employees working less than 0.5 FTE are not eligible for LTD.
• Retirement Stipend: Contingent III employees receive a stipend equal to 7.25% of base salary and may contribute to a supplemental retirement account (SRA).
• Supplemental Retirement Plans: 403(b), 457(b), and various Roth options available; the university does not provide subsidies or matching funds.
• Tuition Remission: CIII employees eligible immediately for tuition remission at UMGC or University of Maryland College Park; spouses and dependent children eligible after two years of service. Part-time employees receive prorated benefits.
• Moving Allowance: May be available based on terms, conditions, and agreements of the position.

Hiring Rate: $38,200.00

Additional Compensation: Employees receive the applicable currency adjustment (CAX) subject to monthly DoD COLA Index for the work location, which is subject to change and fluctuation based on market indices.