Association of American Medical Colleges

Role Description The Business Operations Manager will champion operational excellence and deliver critical insights that shape ERAS strategies. This impactful role involves the strategic management and execution of vital business processes, ensuring efficient operations across ERAS. The ERAS Business Operations Manager drives the operational readiness, business governance, and stakeholder account lifecycle for the ERAS product suite. This role serves as the functional owner of operational compliance and business rule governance across applicants, medical schools, programs, and specialties. A successful candidate will seamlessly balance high-level business management responsibilities with a hands-on commitment to executing routine system administration and tactical tasks essential for ERAS operational success. How you will make an impact? - Core Operational Governance & Continuous Improvement: - Document and maintain Standard Operating Procedures (SOPs), business rules, and process workflows across all operational functions to ensure continuity and accuracy ahead of each application season. - Establish governance and secure stakeholder buy-in on operational business rules across cross-functional teams, including Product, Operations, IT, and Relationship Management. - Analyze operational friction points and recurring pain points to identify root causes, design optimized workflows, and execute continuous improvement initiatives. - Manage operational audit trails, approval workflows, exception-handling protocols, and the master annual business operations calendar. - Ensure knowledge-base accuracy by partnering with the support center training teams to update internal and external documentation whenever business rules evolve. - ERAS Business Operations: - Manage the end-to-end onboarding, registration, and annual setup lifecycles for medical schools, programs, institutions, and specialties. - Lead cycle readiness initiatives by establishing operational launch checklists, verifying profile configuration deadlines, resolving launch blockers, and communicating risks to leadership. - Execute ongoing account and profile management, including updating institutional profiles, processing changes, executing contract modifications, and resolving escalated applicant account requests. - Collaborate with Product, IT, Data Services, and Relationship Management teams to align and drive operational improvements. - Monitor and report to internal stakeholders on account completion rates, user registration milestones, timelines, and compliance requirements. - Coordinate targeted outreach in partnership with the Relationship Management and Communications teams to assist users with ERAS operations. - Partner with the Data Services team to request and verify necessary reporting inputs for monthly financial reports. - Coordinate the business-side execution of complex account transactions (e.g., standard billing adjustments and customer refunds). - Collaborate with the billing processor and Accounting to support internal tracking, validation, and administrative oversight. - Escalation, Risk, & Compliance Management: - Triage and investigate complex or high-severity customer escalations from the support center, developing resolution paths and distinguishing between standard and exception-based handling. - Review and update product Terms and Conditions (T&Cs) annually to reflect shifting operational or business rules, coordinating legal approvals and archiving historic versions. - Identify and document systemic issues originating from customer escalations to inform broader process optimizations or product updates. Qualifications - Minimum Education: Bachelor’s Degree - Preferred Education: Master's degree (MBA, MS in Operations Management, etc.) - 8-10 years of related work experience. - Significant progressive experience in business operations roles with increasing levels of responsibility. - Demonstrated experience leading cross-functional initiatives and influencing stakeholders without direct authority. - Proven experience in process improvement methodologies and their practical application. - Experience utilizing operational data and system outputs to drive workflow improvements and decision-making. - Experience supporting administrative aspects of financial reporting and transaction reconciliation. - Experience with internal business tools and systems, and ideally involvement in their implementation or management. - Experience managing customer escalations and collaborating with help desk, product, and account management teams to resolve escalations. Preferred Qualifications - Experience in high-volume operational environments, such as managing seasonal application cycles, large-scale customer registrations, or time-sensitive account onboarding pipelines. - Proven track record of independently managing operational calendars and shifting priorities with minimal day-to-day oversight. Remote Work Eligibility This position is eligible for remote work in the contiguous US. Compensation Grade Range $115,855.00-$136,300.00. Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. Equal Opportunity Employer The AAMC is an Equal Opportunity Employer. The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. The AAMC is committed to the full inclusion of all qualified individuals. As part of this commitment, the AAMC will ensure that people with disabilities are provided reasonable accommodations. Please attach a resume as part of the application process. It is important that files DO NOT include periods (.) within the file name. BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Microsoft Edge.

Role Description The Support Center Specialist serves as the frontline representative of the Support Center and is responsible for delivering exceptional customer support to a diverse range of AAMC audiences: Pre-Medical Students, Medical Students, Member Institutions, Advisors, and Letter Authors within a multi-channel, high volume Support Center environment. This role handles inbound requests through phone, email, and digital channels, ensuring timely, accurate, and professional assistance with services, programs, and applications supported by the organization. The Specialist also plays an active role in continuous improvement efforts by identifying recurring issues and recommending enhancements to knowledge content and processes. How you will make an impact? - Customer Support & Issue Resolution: - Serves as the primary point of contact for customer inquiries via phone, email, and other digital channels under close supervision of leadership. - Delivers accurate, timely, and professional assistance using department processes, knowledge articles, and system tools. - Troubleshoots account access, eligibility, program requirements, and site navigation issues. - Documents interactions, case notes, and resolutions thoroughly and accurately in Salesforce CRM. - Meets or exceeds departmental KPIs, including service levels, first-contact resolution, quality standards, adherence, and customer satisfaction. - Case Management & Escalation: - Determines when issues require escalation to a Senior Support Center Specialist and ensures handoff is complete, accurate, and timely. - Follows defined escalation paths to the next level leader, based on complexity. - Monitors pending cases and ensures follow-up tasks are completed within expected timeframes. - Knowledge, Process, and System Improvement: - Identify gaps or inaccuracies in Salesforce knowledge articles and recommends updates. - Submits feedback on recurring issues, system defects, and process inefficiencies. - Participates in user acceptance testing (UAT) for application enhancements, system releases, or new tools. - Supports continuous improvement initiatives within the Support Center. - Professional Development & Team Collaboration: - Partners with ASC Training, Programs, and Knowledge Management to improve process accuracy and customer experience. - Shares trends, common barriers, and customer feedback to inform operational decisions. - Supports team-wide initiatives, meetings, and training sessions as required. - Attends training and coaching sessions to maintain competence across programs and systems. - Contributes to a positive and collaborative team culture by supporting colleagues and sharing best practices. - Maintains strong knowledge of services, programs, and system updates. Qualifications - High School diploma or equivalent - Bachelor's Degree (Preferred) - 2 - 4 years of related work experience - Prior experience working in a call center, help desk, or related area required. - Ability to type a minimum of 40+ wpm Requirements - Experience working with a CRM system (e.g., Salesforce). - Ability to work in a structured environment with defined metrics and performance expectations. - Intermediate use and knowledge of Windows, MS Office Suites, and Web Applications. - Technical knowledge of navigating and troubleshooting web-based browsers and browser-based applications. Benefits - Hybrid Work – Primarily remote roles with the ability to work across the U.S. - Comprehensive Health & Wellness – Medical, dental, and vision coverage; wellness programs; and fitness reimbursement. - Generous Time Away – Paid time off, holidays, personal days, sick leave, paid parental leave and short‑ and long‑term disability benefits. - Retirement & Financial Well-Being – 403(b) retirement plan with generous employer contributions and financial planning resources. - Family & Care Support – Backup care for children, elders, and pets, plus resources for families with specialized needs. - Learning & Purpose – Tuition reimbursement, professional learning and development opportunities and the chance to advance a meaningful mission.

Role Description The Data Engineer is a key role on a centralized data engineering team that supports a wide range of data applications across the organization. This role focuses on building and maintaining reliable, scalable data pipelines, ensuring consistent, high-quality data is available for both operational and analytical use. Working closely with cross-functional teams, the Data Engineer helps support data accessibility, integrity, and performance, enabling data-driven decision-making throughout the business. How you will make an impact? - Build and Maintain Data Pipelines: Develop and maintain reliable data pipelines that move and transform data across systems to support business reporting, analytics, and operational processes. - Support Data Architecture and Modeling: Work with senior engineers and architects to implement data models and contribute to building efficient data warehouse and Lakehouse environments aligned with established architectural standards. - Ensure Data Quality Through Automated and Embedded Practices: Design and maintain data pipelines with built-in validation checks and automated monitoring to ensure data remains accurate, complete, and consistent throughout its lifecycle. Collaborate with the testing team to align on quality standards, while embedding data quality practices directly into development workflows. - Collaborate Across Teams: Engage with peer development teams, analysts, product managers, and business stakeholders to understand data requirements and help deliver data solutions that meet their needs. - Contribute to Data Project Delivery: Support the execution of data engineering tasks within larger projects, ensuring high-quality implementation under the guidance of senior/lead/principal engineers or project leads. - Ensure Data Governance and Security Compliance: Follow established data governance, security, and privacy standards, and assist in implementing controls that ensure compliance with organizational policies and regulations. Qualifications - Minimum Education: Bachelor’s degree in Computer Science, Data Engineering, or related field. Candidates without the specified degree may qualify with a demonstrated equivalent in professional experience and/or training. - Preferred Education: Master’s degree in a related field. - Experience: 2 - 4 years of related work experience in data engineering or a related field, which may include relevant internships. - Preferred Experience: - Experience designing and building modern, scalable data pipelines in production environments. - Hands-on experience working with AWS data services such as AWS Glue, Amazon S3, Lambda, and other related tools, as well as familiarity with Snowflake or similar cloud-based data warehousing solutions. - Experience contributing as part of cross-functional teams on data projects, collaborating with peers and stakeholders to deliver technical solutions. - Familiarity with data governance and compliance best practices, with the ability to follow established frameworks. - Experience working on ETL/ELT pipelines within large or complex data systems, ensuring data quality and reliability. - Demonstrated ability to follow technical direction and contribute to ongoing platform and tooling improvements. - Certifications: AWS/Snowflake certifications are preferred but not required. Remote Work Eligibility This position is eligible for remote work in the contiguous US. Compensation Grade Range $95,795.00-$112,700.00. Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. Benefits - Hybrid Work: Primarily remote roles with the ability to work across the U.S. - Comprehensive Health & Wellness: Medical, dental, and vision coverage; wellness programs; and fitness reimbursement. - Generous Time Away: Paid time off, holidays, personal days, sick leave, paid parental leave, and short- and long-term disability benefits. - Retirement & Financial Well-Being: 403(b) retirement plan with generous employer contributions and financial planning resources. - Family & Care Support: Backup care for children, elders, and pets, plus resources for families with specialized needs. - Learning & Purpose: Tuition reimbursement, professional learning and development opportunities, and the chance to advance a meaningful mission. Equal Opportunity Employer The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic.

Role Description Leads long-term software development strategy and execution for a portfolio of applications supporting the medical learner community. Develops and executes technical implementation roadmaps for an application portfolio. Ensures reliable operations, successful delivery of key business events, and continuous improvement in product quality, reliability, and speed to market. Oversees multiple IT initiatives, aligning them with business goals and managing cross-functional teams of engineers, analysts, and project managers. Provides strategic, technical, and administrative direction for the application portfolio, including hiring, mentoring, and capacity planning. Builds strong internal teams and cultivates a collaborative, high-performance culture. Develops and maintains key client relationships, ensures delivery of impactful solutions, and manages budgets in partnership with senior leadership. How you will make an impact? - Deliver high-quality application products and operational support: - Oversees complex, cross-functional initiatives that require coordination with business counterparts. - Design, build, inspire, and develop high-performing and agile technical teams. - Create and maintain an environment of collaboration, inclusiveness, and diversity and lead by example. - Lead continuous process improvement efforts and execution. - Define and monitor technical policies, standards, and procedures for application development and maintenance including SDLC, business analysis methodologies, project management practices, and implementation activities. - Design and deliver solutions that deliver a flawless experience to external customers. - Serve as a trusted, enterprise-wide technology leader and strategist: - Collaborate with individuals at all levels of the organization to define and support technology initiatives and solutions, including applications development and maintenance services. - Facilitate effective adoption and application of innovative and changing technology. - Provide oversight for people management, project plans, and technology risks with attention to compliance with privacy, security, and organizational policies and procedures. - Develop and maintain key stakeholder partnerships: - Serve on organizational councils, committees, and projects related to strategic and operational initiatives that support broader portfolio initiatives. - Creatively engage with stakeholders to tailor application configurations to meet business needs. - Lead product review meetings of product owners and stakeholders to ensure continuous alignment of product scope with business needs. - Budget Compliance: - Work with senior leadership during the annual budget development process to create a development and operational budget for the application portfolio that is in sync with strategic plans. - Work directly with the Senior Director, Application Services to maintain compliance with regular monitoring to ensure budget goals are met. Qualifications - Minimum Education: B.S. in Computer Science, Information Systems or a relevant discipline required. - Preferred Education: M.S. in Computer Science, Information Systems or a relevant discipline preferred. - Minimum 8-10 years of relevant experience. - 3 - 5 years of supervisory experience. Requirements - 8 - 10 years of progressive leadership experience managing complex IT projects. - Experience working with distributed teams. - Experience managing application development in a cloud environment. - Expert level experience managing agile development teams. - Experience with DevSecOps concepts and CI/CD. Preferred Experience - Experience working with outsourcing partners. - Experience with managing development teams between onshore and offshore locations. - Experience with application development in Amazon Web Services cloud provider. - Experience with serverless development technologies. Certifications - PMP Certification preferred. Remote Work Eligibility This position is eligible for remote work in the contiguous US. Compensation Grade Range $186,745.00-$219,700.00. Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. Equal Opportunity Employer The AAMC is an Equal Opportunity Employer. The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. The AAMC is committed to the full inclusion of all qualified individuals. As part of this commitment, the AAMC will ensure that people with disabilities are provided reasonable accommodations. Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name. BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Microsoft Edge.

Role Description The AAMC Payroll Manager will be responsible for overseeing and managing all payroll operations, systems, and supporting staff for a 48-state remote workforce. - Provide management and leadership oversight to develop and maintain a payroll strategy, policies, and performance. - Administer and comply with timely and accurate multistate payroll processing, taxation filings, and reporting. - Provide employee support and issue resolution regarding payroll questions from employees, management, and third parties. - Lead supplier and stakeholder management to promote collaboration with Human Resources. - Coordinate and oversee opportunities to improve, automate, and enhance the payroll network and systems integrations. Qualifications - Bachelor's Degree or equivalent experience. - 8 - 10 years of related work experience. - 3 - 5 years of supervisory experience. - Strong knowledge of federal, state, and local payroll withholdings, regulations, related tax compliance, and statutory requirements. - Experience working and interacting with the benefits team, payroll providers, and third-party service providers. Requirements - Knows the end-to-end payroll process. - Knowledge of payroll laws and compliance requirements. - Experience creating payroll policies. - Experience using various payroll providers, including systems, networks, and integrations. - Some accounting experience preferred. - Experience with Workday and ADP payroll systems preferred. Benefits - Hybrid Work – Primarily remote roles with the ability to work across the U.S. - Comprehensive Health & Wellness – Medical, dental, and vision coverage; wellness programs; and fitness reimbursement. - Generous Time Away – Paid time off, holidays, personal days, sick leave, paid parental leave, and short- and long-term disability benefits. - Retirement & Financial Well-Being – 403(b) retirement plan with generous employer contributions and financial planning resources. - Family & Care Support – Backup care for children, elders, and pets, plus resources for families with specialized needs. - Learning & Purpose – Tuition reimbursement, professional learning and development opportunities, and the chance to advance a meaningful mission. Company Description The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all.

Role Description The Lead Data Scientist is responsible for leading and conducting research and analysis to evaluate, enhance, or create products and services. Collaborates with internal colleagues across the organization and external partners throughout research and development to achieve significant impact. - Leads the design, application, and oversight of methodological frameworks, including advanced statistical modeling, analytic strategy, and evaluation plans. - Ensures rigor, reproducibility, and alignment with strategic research objectives. - Analyzes data, prepares data visualizations, and summarizes results. - Delivers reports describing results and recommendations for technical and non-technical audiences. - Queries, extracts, and transforms data from various AAMC databases and repositories. - Sets coding standards and develops reusable analytical assets and automation tools. - Collaborates cross-functionally and provides scientific leadership. - Mentors analysts and partners with stakeholders to shape products, dissemination strategies, and research roadmaps. Qualifications - Master’s degree in Psychology or related field. - Preferred: Master’s degree in industrial-organizational psychology, educational measurement, economics, data science, or related fields. - 8-10 years of related work experience. - 1-3 years of supervisory experience. Requirements - Hands-on research experience in selection, admissions, educational measurement, or related field. - Demonstrated track record of producing high-quality applied research. - Experience in managing complex research projects, including budgeting, planning, and execution. - Proficiency in statistical tools, research software, and other relevant technologies. - Experience in aligning research objectives with organizational goals. - Experience in a managerial role, such as managing research teams and providing mentorship. Benefits - Remote Work – Fully remote work available for most positions. - Retirement Savings – Generous 403(b) employer contributions and financial wellness resources. - Health & Wellness Perks – Fitness and bicycle subsidies, on-site and virtual wellness programs. - Support & Family Care – Employer paid Employee Assistance Program (EAP) and back-up care options.

Role Description The Product Specialist, MCAT & PREview Test Prep, supports the planning, development, delivery, and continuous improvement of the MCAT and PREview preparation portfolio. Working under the direction of the Product Manager, this role assists with project coordination, business operations, vendor communication, and customer service activities to ensure products are high quality and accessible to users. The Specialist collaborates across internal and external teams—including Marketing, IT, the AAMC Store, the Contact Center, and the AAMC’s external test prep vendor—to support customer service, operations, communications, and fulfillment. The position also contributes to user research and data analysis to inform product development and enhancements, identify process improvements, and help ensure a positive customer experience for students, advisors, and institutional purchasers. How you will make an impact? - Product Development & Lifecycle Support: - Assist in planning, developing, launching, and maintaining new and existing MCAT and PREview preparation products and resources. - Support documentation, scheduling, and communication for product launches and updates. - Conduct user acceptance testing and coordinate feedback and issue resolution with internal and external partners. - Serve as a point of contact for customer inquiries received through MCAT preparation communication channels. - Collaborate with the AAMC Store and AAMC Support Center to ensure accurate, timely, and consistent support for customers and bulk purchasers. - Track customer service inquiries to identify common issues, pain points, and opportunities for improvement. - Customer Service & Sales Support: - Serve as a point of contact for customer inquiries received through MCAT preparation communication channels. - Collaborate with the AAMC Store and AAMC Support Center to ensure accurate, timely, and consistent support for customers and bulk purchasers. - Track customer service inquiries to identify common issues, pain points, and opportunities for improvement. - Business Operations & Cross-Functional Coordination: - Support business operations by coordinating with teams such as Marketing, Finance, IT, and eCommerce to maintain accurate product listings and fulfillment. - Assist with cross-promotions and updates to product pages and communications. - Document and track action items and help resolve operational issues as they arise. - Market Research & Data Analysis: - Assist in collecting and analyzing customer feedback, market research, and usage data to inform product enhancements. - Conduct competitor analyses and summarize findings for consideration by the Product Manager. - Help develop and maintain reports and dashboards tracking portfolio performance. - Vendor & Partner Support: - Communicate with vendors regarding product updates, timelines, and quality expectations. - Track deliverables and escalate issues as needed to ensure product accuracy and reliability. - Support vendor testing and documentation for digital products. - Accommodated Examinee & Administrative Support: - Producing paper materials and fulfilling requests for special format products for accommodated examinees. - Maintain records of requests and ensure compliance with internal policies. - Provide administrative and logistical support to the Exam Preparation team as needed. Qualifications - Bachelor's Degree or equivalent experience. - 0 - 2 years of related work experience. Requirements - 0-2 years of product management experience, including managing projects within a matrixed environment and providing customer support. - Remote Work Eligibility: This position is eligible for remote work in the contiguous US. Compensation Grade Range - $60,350.00-$71,000.00 - Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Equal Opportunity Employer The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic.

Who We Are: The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all. At the AAMC, we are committed to supporting our employees with a comprehensive benefits package designed to promote well-being, professional growth, and work-life balance. Highlights include: - Remote Work – Fully remote work available for most positions - Retirement Savings – Generous 403(b) employer contributions and financial wellness resources, including professional financial advising. - Health & Wellness Perks – Fitness and bicycle subsidies, on-site and virtual wellness programs (live yoga, meditation, mental health webinars, flu shot clinics, and more) - Support & Family Care – Employer paid Employee Assistance Program (EAP) and back-up care options for children, adults, elders, and even pets Additional information can be found on our website. Why us, why now? The Sr. Support Specialist serves as a second-tier customer advocate, providing high-quality service and/or technical support in a multi-channel, high volume Contact Center. In this role, the Sr. Support Representative will troubleshoot and provide the full spectrum of support for more complex product and program inquiries supported by their team. This role will support the Team Lead with managing relationships with AAMC customers and will provide informal, program-specific support to team members. The Sr. Support Representative is also expected to assist with additional internal initiatives such as application testing and resource development. How will you make an impact? Advanced Inquiry & Escalation Support: - Resolves escalated or complex customer inquiries requiring advanced problem-solving, deeper program understanding, or technical knowledge/support. - Documents interactions, case notes, and resolutions thoroughly and accurately in Salesforce CRM. - Monitors pending cases and ensures follow-up tasks are completed within expected timeframe. - Serves as the designated resolver for assigned programs or queues to ensure timely, accurate, and high-quality resolution. - Troubleshoots issues across multiple communication channels (phone, email, and other digital channels) with a focus on accuracy, professionalism, and customer satisfaction. - Evaluates escalation requests from Support Center Specialists, determining the appropriate handling path and resolving when possible. - Identify patterns or emerging issues and report trends to leadership for further review or action. Program Expertise & Team Support: - Acts as a program resource for team members by guiding policies, procedures, and escalation criteria. - Identify gaps or inaccuracies in knowledge articles and recommend updates. - Submits feedback on recurring issues, system defects, and process inefficiencies. - Supports Team Leads by serving as a backup in monitoring queue coverage, distributing workload, and ensuring assigned programs maintain service level expectations. - Provides input into the development or enhancement of customer-facing and internal documentation, including help pages, FAQs, and program resources. - Flex to support additional programs as needed during peak periods or high-volume cycles. Professional Development & Team Collaboration: - Participates in system or application user acceptance testing (UAT) for updates impacting assigned programs. - Contributes to the development, review, and refinement of internal resources such as job aids, knowledge articles, and training materials. - Collaborates with program partners to identify process gaps and recommend improvements. - Provides feedback on customer challenges or operational barriers to support continuous improvement efforts. - Partners with ASC Training, Programs, and Knowledge Management to improve process accuracy and customer experience. · Shares trends, common barriers, and customer feedback to inform operational decisions. - Supports team-wide initiatives, meetings, and training sessions as required. - Attends training and coaching sessions to maintain competence across programs and systems. - Maintains strong knowledge of services, programs, and system updates. What will you bring to the role? Minimum Qualifications: - Associate’s Degree (Bachelor's preferred) - 4 - 5 years of related work experience - Prior experience working in a high-volume, multi-channel support environment, previous involvement in user acceptance testing, documentation development, or process improvement initiatives. - Preferred: - Proficiency in navigating and utilizing CRM and telephony systems; ability to learn technologies quickly. - Technical knowledge of navigating and troubleshooting web-based browsers and browser-based applications. Remote Work Eligibility This position is eligible for remote work in the contiguous US Compensation Grade Range $48,025.00-$56,500.00 Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. If a bachelor’s degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience. The AAMC is an Equal Opportunity Employer. The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. The AAMC is committed to the full inclusion of all qualified individuals. As part of this commitment, the AAMC will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact the talent acquisition team. Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name. BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Microsoft Edge.

Who We Are: The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all. At the AAMC, we are committed to supporting our employees with a comprehensive benefits package designed to promote well-being, professional growth, and work-life balance. Highlights include: - Remote Work – Fully remote work available for most positions - Retirement Savings – Generous 403(b) employer contributions and financial wellness resources, including professional financial advising. - Health & Wellness Perks – Fitness and bicycle subsidies, on-site and virtual wellness programs (live yoga, meditation, mental health webinars, flu shot clinics, and more) - Support & Family Care – Employer paid Employee Assistance Program (EAP) and back-up care options for children, adults, elders, and even pets Additional information can be found on our website. Why us, why now? The Senior Legislative Analyst serves as a senior subject-matter expert within Government Relations, independently and collaboratively advancing AAMC’s federal advocacy priorities related to the budget, medical research, public health, Veterans Affairs, and higher education. The role leads and supports legislative analysis and advocacy strategy on specific issues within the portfolio, represents AAMC to Congress, federal agencies, and national coalitions, and serves as primary staff lead for major advocacy partnerships in the portfolio. The position exercises significant judgment in complex, evolving policy environments and regularly advises senior leadership on legislative strategy and organizational priorities. How you will make an impact? Advocate, Maintain Strategic Alliances, and Assess & Analyze Legislative Activity: - Educate Congress, Federal Executive Branch, AAMC constituents, and advocacy partners on AAMC policy priorities. - Help position AAMC as a respected resource regarding academic medicine issues by: - Developing advocacy materials and implementing advocacy messaging and strategy; - Leading Congressional advocacy meetings and educating Members of Congress and their staff; - Developing and maintaining professional relationships with congressional staff and advocacy partners; - Organizing Congressional briefings on AAMC priorities; - Increasing Congressional support for AAMC-supported legislation; - Staffing the Friends of VA Medical Care and Health Research Coalition and related higher education coalitions; - Representing the AAMC and related policy priorities at Congressional hearings, briefings, and stakeholder meetings with fellow health care organizations; - Leading and facilitating working groups for government relations representatives on key issues as advocacy needs emerge; - Coordinating with other Government Relations staff and others throughout the organization; and - Informing AAMC constituents of important legislative and regulatory activity and communicating the AAMC’s views to the medical and scientific research, physician, hospital, health, and higher education communities. - Serve as AAMC legislative issue lead to track, analyze, and summarize for internal and external audiences legislation and regulations at various stages of the policymaking process, including issue briefs and one pagers. - Monitor and respond to fast-moving legislative and regulatory developments, providing rapid analysis, strategic recommendations, and messaging guidance during time-sensitive or high-impact situations affecting AAMC priorities. Staff the Ad Hoc Group for Medical Research: - Under direction of Senior Director, Public Policy & Strategic Outreach, help staff the AAMC-led Ad Hoc Group for Medical Research, including: - Drafting correspondence on behalf of the coalition - Leading working groups - Disseminating materials to the coalition - Managing content on the coalition’s website - Helping to develop the coalition agenda, and - Participating in strategy and advocacy meetings Edit Publication: - Serve as Washington Highlights co-editor and assist in creating and updating materials for the advocacy section of the AAMC website. - Manage Washington Highlights contributors across the organization to secure, review, and publish content for the newsletter Special Projects and Mentorship: - Work directly with Chief Public Policy Officer and others across the association to manage several high priority projects and organizational strategy issues. - Participate in selected meetings on behalf of the Department or the organization, deliver presentations on topics within portfolio. - Work with legislative analysts and other specialists across the association to provide guidance, coaching, and/or review of and input on related materials they develop and responsibilities related to this position. What you will bring to the role: Minimum Qualifications: - A bachelor’s degree is required for this position, along with a minimum of 5-7 years of related work experience (advanced degree in a related field can substitute as appropriate). - Related work experience (5-7 years): - On medical research, higher education, health care and/or public health policy issues; - Working with elected officials at local, state, and federal level; - Covering hearings, briefings, and related events; - Handling advocacy and constituency coalitions communications and inquiries; - Tracking and analyzing federal legislative and regulatory issues; - Presenting on and communicating analyses and positions on key legislative and policy issues to various audiences; and/or Drafting and disseminating policy documents and related materials. - Strong analytical, verbal, and written communication skills (with particular emphasis on writing) required. - Strong interpersonal and organizational skills. - Ability to utilize AAMC software to work with the team to post approved content online. Preferred Experience: - Working knowledge of policy areas important to medical schools and teaching hospitals. Remote Work Eligibility This position is eligible for remote work within the Washington DC / Baltimore metro area only. Compensation Grade Range $115,855.00-$136,300.00 Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. If a bachelor’s degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience. The AAMC is an Equal Opportunity Employer. The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. The AAMC is committed to the full inclusion of all qualified individuals. As part of this commitment, the AAMC will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact the talent acquisition team. Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name. BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Microsoft Edge.

Who We Are: The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all. At the AAMC, we are committed to supporting our employees with a comprehensive benefits package designed to promote well-being, professional growth, and work-life balance. Highlights include: - Remote Work – Fully remote work available for most positions - Retirement Savings – Generous 403(b) employer contributions and financial wellness resources, including professional financial advising. - Health & Wellness Perks – Fitness and bicycle subsidies, on-site and virtual wellness programs (live yoga, meditation, mental health webinars, flu shot clinics, and more) - Support & Family Care – Employer paid Employee Assistance Program (EAP) and back-up care options for children, adults, elders, and even pets Additional information can be found on our website. Why us, why now? The Sr. Support Specialist serves as a second-tier customer advocate, providing high-quality service and/or technical support in a multi-channel, high volume Contact Center. In this role, the Sr. Support Representative will troubleshoot and provide the full spectrum of support for more complex product and program inquiries supported by their team. This role will support the Team Lead with managing relationships with AAMC customers and will provide informal, program-specific support to team members. The Sr. Support Representative is also expected to assist with additional internal initiatives such as application testing and resource development. How will you make an impact? Advanced Inquiry & Escalation Support: - Resolves escalated or complex customer inquiries requiring advanced problem-solving, deeper program understanding, or technical knowledge/support. - Documents interactions, case notes, and resolutions thoroughly and accurately in Salesforce CRM. - Monitors pending cases and ensures follow-up tasks are completed within expected timeframe. - Serves as the designated resolver for assigned programs or queues to ensure timely, accurate, and high-quality resolution. - Troubleshoots issues across multiple communication channels (phone, email, and other digital channels) with a focus on accuracy, professionalism, and customer satisfaction. - Evaluates escalation requests from Support Center Specialists, determining the appropriate handling path and resolving when possible. - Identify patterns or emerging issues and report trends to leadership for further review or action. Program Expertise & Team Support: - Acts as a program resource for team members by guiding policies, procedures, and escalation criteria. - Identify gaps or inaccuracies in knowledge articles and recommend updates. - Submits feedback on recurring issues, system defects, and process inefficiencies. - Supports Team Leads by serving as a backup in monitoring queue coverage, distributing workload, and ensuring assigned programs maintain service level expectations. - Provides input into the development or enhancement of customer-facing and internal documentation, including help pages, FAQs, and program resources. - Flex to support additional programs as needed during peak periods or high-volume cycles. Professional Development & Team Collaboration: - Participates in system or application user acceptance testing (UAT) for updates impacting assigned programs. - Contributes to the development, review, and refinement of internal resources such as job aids, knowledge articles, and training materials. - Collaborates with program partners to identify process gaps and recommend improvements. - Provides feedback on customer challenges or operational barriers to support continuous improvement efforts. - Partners with ASC Training, Programs, and Knowledge Management to improve process accuracy and customer experience. · Shares trends, common barriers, and customer feedback to inform operational decisions. - Supports team-wide initiatives, meetings, and training sessions as required. - Attends training and coaching sessions to maintain competence across programs and systems. - Maintains strong knowledge of services, programs, and system updates. What will you bring to the role? Minimum Qualifications: - Associate’s Degree (Bachelor's preferred) - 4 - 5 years of related work experience - Prior experience working in a high-volume, multi-channel support environment, previous involvement in user acceptance testing, documentation development, or process improvement initiatives. - Preferred: - Proficiency in navigating and utilizing CRM and telephony systems; ability to learn technologies quickly. - Technical knowledge of navigating and troubleshooting web-based browsers and browser-based applications. Remote Work Eligibility This position is eligible for remote work in the contiguous US Compensation Grade Range $48,025.00-$56,500.00 Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. If a bachelor’s degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience. The AAMC is an Equal Opportunity Employer. The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. The AAMC is committed to the full inclusion of all qualified individuals. As part of this commitment, the AAMC will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact the talent acquisition team. Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name. BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Microsoft Edge.