ABOUT BOSTON ATHLETIC ASSOCIATION
The Boston Athletic Association (B.A.A.) is a non-profit organization with a mission to promote a healthy lifestyle through sports, especially running. The B.A.A. is committed to a world where all people can access and benefit from running and an active lifestyle. The B.A.A. advances its mission and vision by organizing mass-participatory running events such as the Boston Marathon, creating or supporting community fitness events, and sponsoring a running club that serves the greater Boston area.
ABOUT THE ROLE
Reporting to the Director of Athlete Services, the Athlete Support Coordinator provides excellent service and support to B.A.A. athletes and stakeholders on a wide variety of inquiries. The Coordinator manages the timely intake, prioritization, tracking, and responses to all athlete requests with the utmost care, respect and enthusiasm. The position assists in developing and managing support resources for athletes, such as frequently asked questions on the B.A.A. website. Through direct service to athletes—before, during and after events—this position helps the B.A.A. deliver the best experience possible for each unique athlete.
RESPONSIBILITIES
• Respond to athlete inquiries in a compassionate and timely manner, answering questions, addressing concerns, and reporting trends and/or items needing escalation. Leverage an inclusive, solutions-oriented approach to athlete support across various communication channels.
• Assist with Salesforce case management, and create data export files as needed.
• Proactively curate and manage the content of the baa.org FAQ page, updating and adding new topics as they arise.
• Provide primary support for Boston 5K Registration, working closely with the Salesforce and Communications teams to manage race registration in addition to coordinating onsite race day logistics for Athlete Services.
• Assist the Director of Athlete Services with waiver management activities, such as distribution to large stakeholder groups, tracking of waiver returns, and troubleshooting waiver service requests.
• Assist the Athlete Services Data Manager with communications to various programmatic groups, such as Consecutive Boston Marathon athletes.
• Manage monthly Waiver Committee meetings, including, but not limited to scheduling and communications.
• Responsible for post-race items, including awards programs, mailings and/or follow up from virtual events as needed.
• Assist the Director of Athlete Services with other projects and tasks as needed, such as qualifying time verification and bib stuffing projects, providing support and ensuring timely resolution of emerging issues.
WHO WE’RE LOOKING FOR
There are innumerable ways to learn, grow and excel professionally. We know people gain skills through a variety of professional, personal, educational, and volunteer experiences. We respect this when we review applications and take a broad look at the experience of each applicant. We want to get to know you and the unique strengths you will bring to the work. This said, we are most likely to be interested in your candidacy if you can demonstrate the majority of the qualifications and experiences listed below.
• 1-2 years of experience in an athlete services role, customer service position, or other related field preferred.
• Exceptional athlete/customer service skills with the ability to work with a wide variety of stakeholders in an inclusive manner.
• Excellent planning and organizational skills, with an ability to prioritize and pivot in the moment (e.g., a new or urgent set of inquiries arises).
• Strong communication skills, especially written correspondence.
• Can work well independently, in a team environment, and at live outdoor events.
• Genuine enthusiasm for supporting people (internal and external) at events, particularly sports and running-related experiences.
• Proficient in Microsoft 365 tools, including Outlook, Excel, Word, and PowerPoint.
o Experience in Salesforce encouraged.
• Flexibility to attend night and weekend events.
WORK EXPECTATIONS AT B.A.A
We are a hands-on team and seek employees who are passionate about our work and service to our community. The Athlete Support Coordinator is a 40 hours/week, exempt position. The role will require flexibility to work on some weekends and evenings throughout the year. Additionally, there will be longer work hours surrounding B.A.A. race events. Limited local travel required.
COMPENSATION & BENEFITS
The salary range is competitive and commensurate with lived and professional experience. The B.A.A. will promote your professional growth and development by providing access to:
● Competitive health & dental insurance plans
● Life insurance, short term, and long-term disability plans funded 100% by the B.A.A.
● 401(k) matching dollar-for-dollar up to 4% after one year of service, elective deferrals may begin upon hire
● An annual allotment of professional development funding (up to $2,000 per calendar year)
● Paid vacation based on years of service
● 11 paid holidays, 9 scheduled and 2 floating
HOW TO APPLY
To apply to this position, please prepare a resume and cover letter to the attention of the B.A.A. Human Resources team and submit your materials to Opportunities Opportunities@baa.org.
The B.A.A. is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, veteran status or any other status protected by applicable law.
