Programs Project Coordinator (Tech/Business Systems Team) at ACE Scholarships

Greenwood Village, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

15 May, 26

Salary

65000.0

Posted On

14 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support Protocols, Process Documentation, Standard Operating Procedures, ServiceNow Platform, Onboarding, Training, Technical Ticket Support, Customer Experience, Program Operations, Workflow Documentation, Data Analysis, System Testing, Business Analysis, Iso Standards, Communication, Emotional Intelligence

Industry

Non-profit Organization Management

Description

Description Position Programs Project Coordinator (Tech/Business Systems Team) About ACE Scholarships ACE is a 501(c)(3) non-profit, founded in 2000 in Denver, Colorado, to provide low-income children with equal access to quality K-12 private schools through partial scholarship support. Over the past 25 years, ACE has delivered more than 140,000 scholarships worth over $390 million. This school year, ACE is serving approximately 16,000+ children in Arkansas, Colorado, Delaware, Hawaii, Kansas, Louisiana, Mississippi, Missouri, Montana, New Mexico, Texas, Utah, and Wyoming, and is actively pursuing other expansion opportunities with the support of a national funding partners. ACE is actively preparing for the Federal School Choice Tax Credit Program which comes into effect January 2027, which will open the floodgates of school choice for hundreds of thousands of students across the country. For more information visit the ACE website at www.acescholarships.org. Our Mission is to advance K-12 educational freedom, with a focus on securing financial support for families so they may access the quality education of their choice. Our Values: ACE Founding Principles: Our founding principles are the foundation of ACE and our North Star. We honor ACE’s founders by remaining committed to these principles, and we passionately advocate for the Mission and Vision these principles support. Accountability: We embrace personal responsibility by taking ownership of our work and focusing on results. We expect both to give and to receive honest feedback. Innovation: We know ideas matter. We prefer the risks and rewards the come with creativity, to the certainty that attends stagnation. Adaptability: We position ourselves to take advantage of opportunities, embracing strategic and operational change when it makes our work more impactful. Optimism: We believe our best days are ahead, and we embrace a forward-thinking mindset. We will make mistakes, but we will remain cheerful in the face of adversity and give people the benefit of the doubt. Kindness: We value everyone on our team, respect differences and trust one another. This requires courage and strength, as it involves celebrating and giving our undivided attention to others. Our Founding Principles: 1) The American public education system is flawed 2) Free enterprise and democracy work 3) Parents know the best education environment for their kids 4) Private schools offer great value and have open seats 5) All people are created equal and deserve an equal chance to pursue the American Dream Position Overview 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. Primary Job Responsibilities 1. 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. 2. 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. 2. 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. 3. 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. Knowledge, Skills and Abilities 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 Experience with public contract programs and/or working within government RFP frameworks is preferred Proficiency with Microsoft Office Suite including MS Project and Power Automate, and CRM/ticketing systems, Service Now preferred, but other systems experience acceptable. Minimum Requirements 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 Training or facilitation experience a plus Location, Travel, and Reporting This is an in-office position based in Denver, CO. Remote work as approved by manager. Reports to Chief Programs Officer 0-5% travel throughout the year FLSA Status: Full-time, Exempt. Compensation/Benefits Annual Salary of $55,500–$65,000 and eligible for annual performance bonuses, plus benefits package, which includes but is not limited to: 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

Responsibilities

This role ensures high-quality, compliant, and consistent customer support across scholarship programs by defining protocols and documenting standard operating procedures aligned with ISO standards within ServiceNow. The coordinator also supports onboarding, training, and technical ticket support for customer service representatives, especially during high-volume phases.