Associate Program Consultant

Associate Program Consultant

Reports to: Director of Sampling & Distribution Consulting

Department: Client Services: Sampling & Distribution Consulting

ROLE OVERVIEW

The Associate Program Consultant (APC) is the operational backbone of the S&D team, responsible for the behind-the-scenes execution that keeps water quality programs running accurately and on time. APCs work across multiple Program Consultant portfolios simultaneously, managing tasks that span different program types and due dates. Success in this role requires strong organizational skills, keen attention to detail, and the ability to communicate progress clearly and proactively.

While most APC work is internal, APCs are expected to maintain a client-facing presence, joining meetings to provide logistics and sample progress updates, and supporting the preparation of client-facing communications. APCs report data to Program Consultants, who use that information to consult with and report back to clients.

OUR VALUES IN THIS ROLE

PEOPLE FIRST

You interact with internal teammates, clients, and the support team daily. How you communicate, clearly, kindly, and with candor, reflects directly on the team and the programs you support.

MISSION GUIDED

Your work keeps programs moving at scale. Every task completed accurately and on time is a direct contribution to public health outcomes.

OUTCOME DRIVEN

You do what you say you'll do. PCs and clients rely on your follow-through to deliver on commitments.

CORE RESPONSIBILITIES

Program & Account Setup

• Perform account provisioning and setup for new and existing clients, including platform configuration, EDD mapping, lab configuration, and custom field verification
• Get locations and assets into the platform; manage location imports for cohort and one-off facility adds
• Support implementation tasks including client drive organization, historical data imports, and data clean-up

Recurring Program Execution

• Place and manage kit orders for water testing kits, pitcher filters, and filter replacements based on program timelines, exceedances, or PC direction
• Conduct bi-weekly lab SLA checks; confirm no missed reports and send summary to PC
• Pull and compile program metrics from internal platforms for PC program updates
• Track kit address and delivery issues; provide weekly issue lists to PC for client follow-up and kit resend approvals
• Manage communications outreach and compile outreach summary reviews

QA/QC & Data Integrity

• Serve as the escalation point for CoC, EDD, and AR discrepancies surfaced by the Sampling Support team; review flagged items, make resolution decisions, and communicate corrections back to the appropriate party
• Step in to perform CoC, EDD, and AR review directly during high-volume periods or when Sampling Support capacity requires additional backup
• Review SLA check summaries provided by the Sampling Support team; identify gaps, initiate follow-up with labs, and escalate unresolved issues to the PC

Lead in Facilities (LIF) Support

• QA/QC sample plans as submitted; add flush or first draw samples as needed and update plan status
• Review facility sample plans after submission to PC; provide feedback for PC to relay to the facility
• Add and import facilities, both one-off and full cohort schedules
• Track and update the status of participating facilities in the program tracker

Sampling Support Team Oversight

• Serve as the primary point of contact for the Sampling Support team: assign tasks, provide training resources, monitor completion, and manage escalations
• Maintain the ticket pipeline; assign tasks with clear SOWs and deadlines

Communication & Reporting

• Clearly communicate task progress to PCs, following assignment guidelines and expectations
• Document touchpoint metrics through internal tools and flag client risks or issues to the PC promptly
• Use internal tools to generate reports and drive program timelines
• Assist with monthly invoicing data reviews for sampling programs

GovRamp

• Support and maintain the organization's GovRAMP compliance posture, including security control implementation, evidence collection, and coordination with third-party assessment organizations (3PAOs) in alignment with GovRamp requirements.

APC Specializations

While all APCs share a common core of responsibilities, each APC on the S&D team also owns a recurring area of focus that supports the broader team function. These specializations are assigned, not rotated, and represent an opportunity to develop deeper expertise and ownership within a specific domain. A new APC will be introduced to their specialization as part of onboarding and team alignment.

Onboarding

Owns account provisioning, platform setup, inventory prep, and pre-CKO administration for new clients entering the S&D program.

Support Team

Owns oversight and management of the Sampling Support function: task assignment, training, quality monitoring, and capacity management.

Product Advocate

Bridges the S&D delivery team and 120Water's Product and Engineering teams by routing client feedback, bug reports, and feature requests to ensure the delivery team's insights inform product development.

QUALIFICATIONS

• Bachelor's degree in a relevant field such as environmental science, public health, business, or technology, or equivalent work experience work experience
• 1-2 years of experience in program coordination, project support, client services, or operations
• Strong organizational skills with the ability to manage multiple tasks across different programs and deadlines simultaneously
• Detail-oriented with a high standard for data accuracy and follow-through
• Comfortable working in CRM, ticketing, and project management tools; ability to learn new platforms quickly
• Clear written and verbal communicator, able to give and receive concise progress updates
• Familiarity with water quality, environmental compliance, or public health programs is a plus
• Experience working with or coordinating support teams or cross-functional partners is a plus

WHAT SUCCESS LOOKS LIKE

The following describes what strong performance looks like in this role, covering both observable behaviors and measurable outcomes.

Qualitative Indicators

• PCs consistently receive accurate, well-organized data they can incorporate into their program analysis and client recommendations
• Issues and risks are surfaced to PCs early with context, not flagged at the last minute
• Sampling Support tasks are assigned with clear SOWs and completed to standard with minimal re-work or escalation
• Specialization area is owned independently, with minimal escalation needed from manager
• Programs run on time and PCs aren't chasing down status updates

Performance Indicators

• SLA check outputs reviewed within the agreed timeframe; follow-up actions initiated and tracked to resolution
• Program metrics pulled and reported to PC on the agreed cadence (frequency varies by client and program type), without prompting
• Kit orders placed within the timeline provided by the PC, with no missed fulfillment windows
• Task pipeline maintained with no overdue open items beyond agreed deadlines
• All task work is logged accurately with time entries, status updates, and completion notes, enabling PCs to monitor progress and the team to track utilization