Apprenticeship Partner Success Specialist

Apprenticeship Partner Success Specialist - Baltimore OfficeMissionDwyer Workforce Development’s (DWD) mission is to provide comprehensive support to individuals who lack opportunity and aspire to pursue a career in the healthcare industry, alleviating a severe healthcare workforce shortage, and improving the lives of seniors and the community.________________________________________Our ValuesAt Dwyer Workforce Development, How We Work Matters As Much As What We Achieve. Every Team Member Is Expected To Operate In Alignment With Our Core ValuesIntegritydoing the right thing even if no one is lookingEmpathyaction ruled compassion. Ingenuitybig ideas and solutionsAccountabilityownership in every actionCollaborationthe power of we over me________________________________________Position SummaryThe Apprenticeship Partner Success Specialist is responsible for ensuring Partner satisfaction, retention, and operational readiness across the Partner lifecycle by providing responsive support, proactive engagement, and structured enablement, with a specific focus on apprenticeship-based Partners and programs.This is a Partner-facing and outcomes-focused role that blends relationship support with day-to-day issue resolution. The Apprenticeship Partner Success Specialist serves as the primary point of contact for Apprenticeship Partners, ensuring they are supported from onboarding through ongoing engagement. The role includes managing Partner questions and escalations, coordinating internal support, reinforcing adoption of DWD processes, and documenting Partner needs and outcomes to support a consistent, high-quality Partner experience throughout the Scholar Journey Model.In addition, this role requires strong working knowledge of apprenticeship regulations and compliance expectations, including federal Registered Apprenticeship requirements and applicable state and local apprenticeship rules. The Apprenticeship Partner Success Specialist ensures Partner workflows, documentation, and program operations remain aligned with apprenticeship standards and supports Partners in maintaining compliance.Position ResponsibilitiesPartner Support and Issue Resolution (Apprenticeships)Serve as the primary support contact for a portfolio of apprenticeship Partners. Respond to apprenticeship Partner inquiries; troubleshoot common issues and escalate complex issues to the appropriate internal teams. Track open issues to resolution; communicate status updates and next steps to Partners in a timely, professional manner. Provide Partner guidance that supports compliance with apprenticeship program requirements, including documentation and reporting expectations. Track open issues to resolution; communicate status updates and next steps to Partners in a timely, professional manner. Provide Partner guidance that supports compliance with apprenticeship program requirements, including documentation and reporting expectations. Partner Onboarding and EnablementSupport onboarding for apprenticeship Partners by coordinating kickoff needs, access, resources, and training materials. Ensure apprenticeship Partners meet DWD readiness standards from Day 1, including required processes, documentation, and compliance checkpoints. Reinforce Partner understanding of key workflows, timelines, and expectations across the Scholar Journey Model and apprenticeship program requirements. Apprenticeship Compliance Support & Regulatory AlignmentResearch best practices and maintain working knowledge of federal Registered Apprenticeship regulations and applicable state and local apprenticeship rules. Support Partners in understanding and adhering to apprenticeship standards (as applicable), including apprentice tracking, documentation, and required reporting. Identify compliance risks early; communicate risks and corrective actions toPartners and internal stakeholders.Coordinate internal escalation when regulatory interpretation or compliance support is needed. Maintain and update internal apprenticeship guidance resources (checklists, SOPs, quick guides) to support consistent Partner support. Partner Engagement and Relationship ManagementConduct regular Partner checkins to monitor satisfaction, identify risks, and support adoption. Maintain consistent Partner communication cadence, including followups after support interactions and key milestones. Capture Partner feedback, barriers, and needs; communicate themes and recommendations to internal stakeholders. Partner Health Monitoring and Retention SupportMonitor Partner engagement signals and support trends; flag early risks and recommend corrective actions. Support retention by reinforcing best practices, identifying workflow gaps, and coordinating internal support for atrisk Partners. Contribute to renewal readiness by maintaining accurate records of Partner activity, outcomes, and support history. Documentation and Operational CoordinationDocument Partner interactions, support requests, outcomes, and action items in the CRM and/or designated systems. Maintain organized Partner files and artifacts by lifecycle phase (onboarding, active engagement, expansion), including apprenticeship compliance artifacts as applicable. Support process consistency by using templates, checklists, and SOPs; propose improvements when gaps are identified. Cross-Departmental CollaborationCoordinate internal handoffs and followups to ensure Partners receive aligned support across departments. Partner with operations and program teams to ensure apprenticeship Partner requests are handled accurately and efficiently. Support scheduling and logistics for Partner meetings (as needed), including agendas, notes, and action item followthrough. Professional Development and Strategic GrowthShadow Partner Success team members to build relationship management and conflictresolution skills. Complete required training modules and participate in continuous learning opportunities. Contribute to team knowledgesharing through documentation of common apprenticeship Partner issues, solutions, and best practices. Licensure / Certification / RegistrationValid Driver’s License and regular access to a vehicle required. QualificationsHigh school diploma or GED required; Associate’s or Bachelor’s in business, communications, human services, healthcare administration, workforce development, or related field preferred. 24 years of experience in customer support, customer success, account management, Partner support, workforce development program support, or a related role (internships and volunteer experience count). Demonstrated ability to support apprenticeshipbased programs or strong working knowledge of apprenticeship models, including understanding of federal and applicable state/local apprenticeship regulations and compliance expectations. Strong problemsolving skills with the ability to assess issues, identify root causes, and implement or coordinate effective solutions. Strong customer service skills, including professionalism, empathy, and the ability to deescalate concerns while maintaining Partner trust. Familiarity with CRMs or databases and comfort working with spreadsheets and data. Strong attention to detail, organization, and documentation skills (SOPs, checklists, and process notes). Basic technical aptitude and willingness to learn new systems; able to troubleshoot common issues and escalate when needed. Excellent written and verbal communication. Ability to manage multiple tasks, meet deadlines, and follow through on commitments. Comfort working with multiple departments and following established processes; takes feedback well and asks questions when unsure. Ability to travel as needed. ________________________________________Equal Employment Opportunity: Dwyer Workforce Development is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.Work Authorization / Sponsorship: Must be eligible to work in the U.S. without Sponsorship.