Operations Specialist

Washington, DC
Mar 31, 2021
Apr 30, 2021
Full Time
Business Unit Description

AARP Foundation is AARP's 501 c3 charitable affiliate. We are a public charity with revenue from federal agencies, corporations, foundations and individuals. AARP Foundation's vision is a country free of poverty where no older person feels vulnerable. Staff are located in Washington DC and throughout the US.

Every year, AARP Foundation helps millions of struggling older adults 50 and over win back opportunity by being a force for change on the most serious issues they face each day. Through the Foundation's many groundbreaking and innovative programs and services, we create and advance effective solutions to meet their basic needs for nutritious food, safe and affordable housing, adequate income and much-needed personal connections.

AARP Foundation Tax-Aide provides in-person and remote tax assistance free of charge to anyone, with a special focus on taxpayers who are 50 or older or who have low to moderate income.


This role will provide project coordination, ticket triage, business analysis support to determine business opportunities to increase efficiencies for the Tax-Aide program, the organization's largest program serving 2.6 million individuals through more than 35,000 volunteers. This will be done through business process review, data analysis, best practice identification, and system enhancements and implementation. The Operations Specialist focuses on supporting four key technology solutions for the Tax-Aide program - the Volunteer Portal, Zendesk, Google Admin Console, and Online Inventory System. Zendesk is a support ticketing system solution that has been customized for Tax-Aide to support volunteers. Inquiries received via Zendesk and other means are routed as request tickets to appropriate expert agents through Support Ticketing System. 70+ volunteer support agents (volunteer experts and staff) assist volunteers with their inquiries (3,000/month) on wide range of topics. The Volunteer Portal is built on the Salesforce platform and is an AARP enterprise wide solution where we manage the volunteer cadre, provide tools, resources, and virtual training solutions. The Google Admin Console is a platform where Tax-Aide manages Chromebook assets and assigns volunteer usernames and permission levels. The Online Inventory System is the platform used to manage all Tax-Aide technology assets including Chromebooks, printers, and scanners. This role will also support two Tax-Aide volunteer Committees, the National Operations Committee and the National Technology and Security Committee which are comprised of volunteers.

The Operations Specialist is responsible for:
  • Triage Zendesk tickets handled by volunteers and staff agents on all Operations topics.
  • Address Send Access Notification tickets to ensure volunteers' access in the Portal.
  • Resolve site tickets to include, new, sites that are moving, or other related tickets.
  • Respond to tickets related to the Learning Management System and Tax-Aide training courses.
  • Use JIRA and SNOW as a System Admin for the Volunteer Portal and Zendesk to report enhancements, bugs via SNOW or JIRA tickets, tracking progress, and clearly communicating the progress.
  • Monitor, analyze and enhance ticket handling Service Level Agreement (SLA) metrics.
  • Troubleshoot technical issues reported by volunteers including, but not limited to, login, passwords, navigation, and browsers.
  • Provide technical support to ensure volunteers access to specific Google accounts, including regular volunteer accounts, and Virtual Return Coordinator accounts.
  • Provide technical and administrative support for the Online Inventory System - data entry and clean up, and manage reports.
  • Actively participate in meetings including program, project, scrum, department, Foundation and Enterprise-wide meetings.
  • Support the National Technology and Security Committee during monthly meetings and other activities.
  • Attend National Operations Committee meetings.
  • Attend and actively participate in Tax-Aide meetings, and all Foundation staff and supervisor meetings.
  • Demonstrates "World Class" cultural attributes and behaviors in all interactions.
  • Bachelor's degree in Business or related discipline and 2 or more years of experience; or an equivalent combination of training and experience related to the duties of the position.
  • Proven track record of interpreting, compiling and analyzing data, and problem identification and solving.
  • Ability to work on multiple projects at once and deliver a professional work-product promptly and on deadline.
  • Strong communication and project planning skills to include, but not limited to writing and presentation skills.
  • Demonstrated ability to work in a fast-paced, matrix environment with a multitude of competing priorities.
  • Strong knowledge of Smartsheet, MS Office Suite, and Outlook required.
  • Zendesk, JIRA, SNOW, or similar ticketing system.
  • General technical knowledge across hardware, software and networks
  • Customer Service oriented.
  • Ability to provide in-office & remote assistance.
  • Problem solving abilities.
  • Patience and active listening skills.
  • Written and spoken fluency in English.
  • Conflict resolution skills.
  • Preference to take responsibility, coordinate multiple projects at once, and deliver professional work-product promptly and on deadline.
  • Strong communication and project planning skills to include, but not limited to writing and presentation skills.
  • Ability and willingness to travel on occasion.
Benefits Offered

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.

As a result of the COVID pandemic, all interviews will be held virtually and all non-essential employees will continue to work remotely until further notice.
Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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