CoSIDA Career Center

Associate Director of Eligibility Center Communications

Reports to: Director of Customer Service.

Positions Directly Supervised: 1 - Coordinator, Eligibility Center Communications

Basic Function: The NCAA Customer Service Center (CSC) is the association’s main point of contact with the member institutions, high schools and prospective student-athletes regarding initial eligibility matters. The CSC also handles legislative inquiries from the general public and manages the NCAA switchboard. The associate director of customer service will perform the following functions:

Core CSC Support
  1. Oversee and facilitate communications-related activities of the customer service team.  Provide technical leadership in communications strategy, channels, and measurement in order to meet operational expectations and educational objectives.
  2. Support the customer service team by planning and organizing external communications to key CSC customers including high schools, coaches, prospective student-athletes, and the membership across print and e-channels.

Cross-Functional Engagement
  1. Engage with all Eligibility Center and NCAA National Office functional teams (Communications, Championships, Governance, AMA, Enforcement, etc.) to identify opportunities for outreach to NCAA colleges and universities, high schools and prospective student-athletes.
  2. Champion cross-functional efforts to provide high-quality customer service and education to the eligibility center’s constituents, including proactive suggestions for process improvements, resource allocation, and strategic priorities based on objective metrics and voice of the customer data.
  3. Network across the NCAA National Office (Communications, Enforcement, Research, AMA, etc) to garner support for objectives and advocate for activities, processes and policies that align with customer feedback/demand.

External Communications

a.    Develop and cultivate relationships within the NCAA, college athletics and the educational community, including:
  • Contacts at NCAA member institutions;
  • NCAA staff members; and
  • Other outside organizations such as coaches associations and academic societies/associations. 
b.    Lead annual development of Integrated EC Communications plan for coaches, parents, high schools, member institutions, and prospective student-athletes.
  • Leverage survey, web traffic, and other data to assess effectiveness of communications.
  • Assess new/emerging communications channels and risk/benefit of expanding into these spaces (e.g., text messaging, social media, new web platforms).
  • Plan communications production schedule for all customer groups, partnering with content experts to deliver clear and concise pieces on-time and on budget.
  • Ensure broad cross-functional awareness and support of plan within EC and across National Office.
c.    Facilitate execution of Integrated EC Communications plan according to production schedule and budget.
  • Partner with content experts, IT, Communications and other resources as needed to develop new materials.
  • Ensure alignment of materials with overarching NCAA brand platform and messaging.
  • Monitor effectiveness through ongoing data collection and analysis mechanisms.

Duties and Responsibilities:
  1. Lead EC-wide external communications efforts across all customer groups ensuring alignment with overall Customer Service strategy and consistency with overall NCAA brand.
  2. Partner with content experts in each customer group to develop an integrated production schedule/timeline and budget for EC communications efforts.
  3. Drive development of new content focused on engaging customers and encouraging regular interaction with EC resources/tools with a particular focus on high schools and prospective student-athletes/parents.
  4. Explore and develop new channels to reach customers and optimize effectiveness of communications (e.g. text messaging, social media, web platforms, etc.), in collaboration with the NCAA Communications group.
  5. Implement, review, and analyze tracking measures to assess effectiveness of channels and messages.
  6. Other projects as assigned by CSC leadership team.

Preferred Qualifications and Minimum Requirements:
  1. Energetic and passionate individual interested in providing top quality customer service to the Eligibility Center's constituent groups.
  2. Experience planning, budgeting, and managing cross-functional marketing or communication plans required.
  3. Candidates should possess excellent communication skills, including speaking and writing skills.
  4. Successful candidates will have experience thriving in a fast-paced environment and maintaining composure and excellence under pressure.
  5. Successful candidates will be experienced problem-solvers and critical thinkers with a very strong interest in helping others and being an effective facilitator for the initial-eligibility process.
  6. Associate Directors will be strong, proven leaders, able to balance operational effectiveness and employee engagement/motivation.  They will also assist the Director in shaping the strategic direction of the department and in leading change initiatives.
  7. Project management training and/or certification preferred. 
  8. Knowledge of the NCAA Initial Eligibility process and experience working on a college/university campus preferred.
  9. Bachelor’s degree required.

Principal Contacts:
  1. Compliance administrators and athletics department staff from Divisions I and II member institutions.
  2. Prospective student-athletes and their parents.
  3. High school counselors and coaches.
  4. Other customer service center employees.
  5. Other eligibility center staff from the academic certification, amateurism certification, high school review departments.
  6. NCAA communications, enforcement, research, and membership services staff.

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