Field & Enrollment Quality, Training & Support Specialist

About the role

American College of Education (ACE), founded in 2005, is a leader in professional development through online programs. ACE delivers high-quality, affordable, and accessible online programs grounded in evidence-based content, real-world experience, and relevant application that places students’ needs first. As a mission-driven institution, ACE is continually recognized for its commitment to social responsibility and positive impact. The college prioritizes candidate safety and communicates only via the verified company email domain @Rippling.com.

You are passionate about helping students achieve their educational goals, thrive in a competitive and collaborative team environment, and are comfortable working remotely with experience in virtual collaboration. You possess strong attention to detail and are committed to ACE’s Impact mission to improve people and communities through civic engagement initiatives.

Responsibilities

• Onboarding & Employee Readiness: Design, coordinate, and facilitate structured onboarding programs for Field Representatives and Enrollment Counselors; develop and maintain onboarding curriculum, learning pathways, competency checklists, assessments, and 30/60/90-day development plans; monitor onboarding progress and partner with leaders to ensure successful transitions; evaluate onboarding effectiveness and recommend improvements.
• Training & Development: Design, develop, and deliver engaging instructor-led, virtual, and self-paced training programs; create and maintain training materials, job aids, quick-reference guides, process documentation, and learning resources; deliver training related to new programs, products, systems, technologies, policies, and operational processes; identify knowledge and skill gaps and implement targeted learning solutions.
• Quality Assurance & Performance Support: Conduct quality assurance reviews of student-facing interactions (calls, emails, notes, etc.); utilize scorecards and evaluation standards to assess performance and identify trends; provide individualized coaching and feedback; develop and facilitate refresher training, micro-learning, and remediation plans; analyze quality and training data to recommend improvements.
• Operational Support & Change Enablement: Serve as a primary point of contact for training-related questions; partner with operational leaders to support implementation of new processes, systems, and initiatives; translate complex operational changes into practical learning content and user-friendly training materials; support change management efforts.
• Collaboration & Stakeholder Partnership: Build strong relationships with leaders across Field, Enrollment, Operations, Marketing, IT, and HR; collaborate with subject matter experts to ensure training content reflects current policies and business priorities; provide regular updates and reporting on training participation, onboarding progress, quality trends, and improvement initiatives.
• Continuous Improvement: Monitor emerging training, coaching, and quality assurance best practices; evaluate training effectiveness through feedback, performance metrics, and quality assurance outcomes; recommend and implement process improvements that increase consistency, efficiency, quality, and employee readiness.

Key Competencies

• Training Design & Facilitation
• New Hire Onboarding & Workforce Readiness
• Quality Assurance & Performance Improvement
• Coaching & Employee Development
• Process Documentation & Knowledge Management
• Change Management & Communication
• Data Analysis & Performance Reporting
• Customer/Student Experience Focus
• Collaboration & Relationship Building
• Operational Excellence & Continuous Improvement

Requirements

• Bachelor’s degree in Human Resources, Organizational Development, Business Administration, Education, Communications, Training & Development, or a related field; or equivalent combination of education and relevant experience.
• Minimum of 3–5 years of experience in training, learning and development, onboarding, quality assurance, organizational development, sales enablement, or a related role.
• Direct experience in Field Recruitment, Field Sales, Enrollment Advising, Admissions, or a similar enrollment/sales-focused environment.
• Experience coaching, mentoring, or developing sales, enrollment, customer-facing, or field-based employees.
• Experience conducting quality assurance reviews, performance evaluations, call audits, or coaching programs.
• Experience developing training materials, job aids, process documentation, and performance support tools.
• Experience supporting organizational, process, system, or operational change initiatives.

Preferred Qualifications

• Professional certifications in training, learning and development, coaching, quality assurance, or organizational development.
• Experience with CRM systems, student information systems, contact center platforms, or enrollment technologies.
• Experience supporting quality assurance programs, scorecard development, and performance improvement initiatives.
• Previous experience in a training, enablement, coaching, team lead, or supervisory role.
• Knowledge of change management principles and employee adoption strategies.

Benefits

• Medical, dental, & vision insurance
• HSA and FSA options
• Paid parental leave
• Paid volunteer time
• Tuition reimbursement & reduction programs
• Generous PTO
• 401k and employer match
• Full-service wellness and EAP program
• Employee recognition and awards programs
• Employer-paid life & AD&D insurance
• Short-term disability
• Employer-paid long-term disability

Pay

The salary for this position is $85,000 plus an annual bonus. Offers vary depending on education, prior experience, and expertise applied to the role.