Ombudsman Coordinator

Overview

The Ombudsman Coordinator provides a confidential, neutral, and independent resource for students and employees who have concerns, complaints, or disputes. This role supports the intake, logging, management, and resolution process for complaints and concerns received from students, staff, and external parties, including accrediting bodies and state regulatory agencies.

Responses drafted by this position are issued through designated organizational channels, maintaining the confidentiality and independence of the Ombudsman.

Responsibilities

• Log all incoming communications within 2 hours of receipt, before any triage or outreach decision is made
• Collect and organize relevant documentation, correspondence, and supporting materials for each case within Google Drive and/or designated secure storage
• Track all open cases against applicable internal and regulatory deadlines; escalate to the Senior Director prior to timelines being at risk
• Maintain accurate, audit-ready case records throughout the lifecycle of each situation
• Draft responses to student, staff, parent, and/or third-party complaints for review and approval by the Senior Director
• Coordinate with Campus Presidents, Senior Leadership, and the Director of Compliance to ensure responses are reviewed, approved, and issued through appropriate organizational channels

Regulatory & Compliance Support

• Monitor email inboxes and ensure incoming correspondence is triaged, logged, and routed correctly
• Maintain familiarity with compliance-handling requirements of ACCET, COE, THECB, DPOS, USDE and other regulatory agencies
• Flag patterns or trends in compliance data to the Senior Director on an ongoing basis
• Support the Senior Director in preparing for accreditation site visits or regulatory reviews by maintaining organized, complete compliance logs and resolution documentation

Reporting & Data Management

• Prepare monthly open case status summaries for the Senior Director
• Maintain the annual regulatory response log and make records available upon request for compliance review
• Ensure all reports are de-identified and protect PII of all parties

Required Qualifications

• Exceptional written communication skills
• Experience handling complaints, cases, or formal inquiries in an organized and documented manner
• Familiarity with regulatory processes, accrediting body requirements, or formal complaint procedures
• Strong organizational skills and experience maintaining accurate records in a database, case management system, or equivalent structured format
• Ability to handle sensitive information with strict confidentiality
• Ability to manage multiple open matters simultaneously against hard deadlines without oversight-dependent reminders
• Associate’s or Bachelor’s degree in relevant field (business, communications, public admin, or similar)

Preferred Qualifications

• Experience in higher education, private career schools, or regulated educational environment
• Familiarity with ACCET, COE, THECB, DPOS, and/or Title IV complaint processes
• Experience working within or alongside compliance, legal, or regulatory affairs functions
• Exposure to conflict resolution, mediation, or advocacy work

Compensation & Benefits

• Expected salary range: $50,000 - $60,000k
• Actual pay will be adjusted based on job-related factors permitted by law, including experience and training; licensure and certifications; market factors; departmental budgets; and responsibility.
• Benefits include:
  • Medical, dental, vision, life, voluntary life and disability insurance
  • 401k Retirement Program with an employer match
  • Enhanced Employee Assistance Program
  • Vacation and sick days
  • 11 paid holidays

Location & Work Expectations

• Full-time; remote position as needed
• May be required to work outside of regular business hours on an occasional basis to address urgent matters as they arise
• Collaborate closely with the Senior Director to ensure issues are addressed promptly and escalated appropriately when necessary