Program and National Test Center Coordinator, Vicenza

Program and National Test Center Coordinator UMGC Europe Overseas Contingent III, Full-Time 100% FTE, Grade 003

Location: Vicenza, Italy

About the Role

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 Program and National Test Center Coordinator is a front‑line staff member that provides the best possible services to current and prospective students and engages as a team member. This position reports directly to the Site Lead (SL), and if no Site Lead is assigned to the site, to the Assistant Director (AD). The Program and National Test Center Coordinator must work effectively with the AD and the Regional Director (RD), local Program Coordinators and staff, education center personnel, faculty, administrative staff, and the military community at large. There will at times be site specific duties that differ from location to location. Occasional evening/weekend hours; 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, telephone, e‑mail, video and other communication channels.
• Promote and support localized UMGC services to include hybrid classes, testing services, and university sponsored events as assigned at site(s).
• Provide operational and administrative duties as needed to ensure offices and test centers (if applicable) are properly maintained by test agency standards.
• Maintain and expand knowledge and proficiency with UMGC systems to include all customer relationship management (CRM) databases, including Salesforce, PeopleSoft, and other university sponsored systems.
• 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, in‑person environment and also through phone, email, CRM and video communications.
• Maintain a positive relationship with the Education Services Officer (ESO), Specialists/Counselors, military partners, and equivalents.
• Provide periodic briefings to update military representatives on UMGC programs of interest.
• Organize and participate in local outreach activities including Education Fairs, Open Houses, Semester Start‑ups, Student Appreciation Days, Local Graduations and other events as needed, professionally representing UMGC.
• Track and analyze class enrollments and student interest, as well as local degree progression to provide input on scheduling; ensure classrooms are provided with adequate space and needed technology for class instruction; be present at the first class session to provide assistance to instructors and students and assist faculty in obtaining base access to attend class on their assigned installation.
• Assist with processing students’ military documentation (i.e., Tuition Assistance forms, orders, etc.).
• 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 goals toward recruitment and retention.
• Provide National Test Center testing services on a basis that meets community demand while balancing other outlined duties and maintain NTC trainings/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/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 background check and meet requirements for individual logistical support (ILS).

Preferred Education and Experience

• U.S. valid driver’s license and ability to obtain military driver’s permit in the host nation.

Eligibility

Local applicants with individual logistical support (ILS) only. Applicants must already have and be able to maintain ILS, meaning that they must possess a U.S. military ID card and SOFA card from an external source, as this position does not offer ILS. For employment eligibility purposes, applicant must qualify for ILS as described in USAREUR Regulation 600‑700, Section III, 7‑13. Criteria: must serve the U.S. Forces exclusively; are not stateless persons; are nationals of a NATO state, excluding the host nation; are not ordinarily resident in the host nation. Must have a valid passport.

Benefits Package Highlights

• Generous Time Off: 15‑25 days of paid vacation, 15 days of sick leave, 3 personal days, and 11 Federal holidays (depending on years of service); Part‑Time rates prorated based on Full‑Time Equivalency.
• Comprehensive Health Coverage: Access to medical, vision, dental and prescription plans for individuals and families, effective from the 1st of the month following hire.
• Contingent III employees working average 20+ hours per week eligible for subsidized State of Maryland medical and prescription benefits.
• Insurance Options: Term Life, Accidental Death and Dismemberment, and Long‑Term Disability; note that Part‑Time employees (≤0.5FTE) are not eligible for LTD.
• Retirement Stipend: 7.25% of base salary; eligible to contribute to supplemental retirement account (403(b), 457(b), Roth options).
• Tuition Remission: Immediate for CIII employees; spouses/dependents eligible after two years of service, prorated for Part‑Time employees.
• Moving Allowance: may be available based on terms and agreements.

Request for Accommodation

UMGC is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. For information about the Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee‑Visualizzare la mail su click.appcast.io.

Equal Opportunity Employer

The 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.

Hiring Rate

$38,200.00