Professional Development Program Specialist

Job description

I. Purpose The Program Specialist provides advanced customer service for ASHA Professional Development’s learning products, offering direct support to learners facing complex or escalated issues. The incumbent investigates root causes and collaborates across departments to design, implement, and refine solutions. They also serve as the primary liaison to ASHA’s frontline customer support team and surface learner trends that inform broader improvements. II. Key Responsibilities: - Resolve complex learner issues. Provide direct support to learners experiencing escalated or ambiguous challenges—investigating root causes, coordinating with other teams when needed, and ensuring each issue is fully resolved. - Create and manage workarounds for ongoing learner issues. Identify root causes of learner issues, design sustainable fixes or workarounds, and coordinate their implementation and ongoing management across relevant teams and systems. - Empower ASHA’s frontline customer support. Partner with the Action Center to identify support trends and help frontline staff succeed—clarifying boundaries, sharing feedback, and ensuring a smooth learner experience across tiers. - Serve as a learner...