Director,Assessment Delivery Operations

College Board: Operations

Location: Remote-USA or Hybrid 2 days a week to Reston VA office

Type: This is a full-time position that includes work on weekends to support test administrations

About the Team

The Assessment Delivery Operations function, comprising approximately 80 people, oversees the organization’s digital operations. This includes everything from onboarding and preparing test centers and students to actively managing test administration. The integrated team also encompassesContent Management, Administration & Delivery, Supply Chain Management, and Logistics functions. They play a pivotal role in designing and implementing essential assessment delivery needs for College Board programs.

About the Opportunity

As the Director of Assessment Delivery Operations at the College Board, you will lead key initiatives supporting College Board Digital Assessments. Your primary responsibility will be todesign, implement, and manage the operational processes that enable assessment readiness functions for educators and students. In this crucial role, you will utilize data analytics and customer feedback to drive operational excellence and enhance the customer experience by identifying and implementing strategic processes that align with our business goals and objectives.

You will integrate feedback from external customers and key internal groups, such as College Readiness Assessments, cross-product teams, Customer Engagement and Experience, and Engagement & Reach, to ensure our operational communications and processes are user-centric,efficient and timely.You will lead registration and readiness operations, ensuring seamless execution through various methodologies. Additionally, you will monitor and report on operationally-supportedregistration processes and readiness progress, addressingescalations and exceptions as they arise.

You willactively collaborate with stakeholders across the organization to bring operational insights on registration and readiness to the forefront, using your influenceto shape product backlogs and drive both innovation and efficiency in our operations. This role requires an operational generalist with the analytical, project, and technology skills to design and deliver effective business processes.

In this role, you will:

Strategic Planning (30%):

Work with Product Owners and Team Leads to understand business rules and user interactions with internal registration systems.

Take ownership of the customer experience, ensuring the successful implementation of tools and features that enhance the customer journey.

Identify opportunities for process improvements by leveragingdata-driven insights and customer feedback.

Analyze customer registration data to uncover patterns, trends and root causes of readiness-related issues generating valuable insights that inform strategic plans and drive continuous improvement.

Project Management (40%):

Establish, define, implement and maintain methodologies for registration and readiness operations within Test Administration Management, including processes and exceptions management.

Develop and implement communication and triage strategies, setting data requirements for operational monitoring, trend analysis, and other critical aspects of the registration and readiness functions.

Utilizeanalytical tools and techniques to monitor customer progress against readiness milestones, design interventions to drive outcomes, and generate actionable insights that inform strategies, enhance customer readiness, and alleviate pain points.

Collaborate with cross-functional teams, including Customer Engagement, Programs, and Product Owners, to ensure alignment on issue and escalation management.

Scale for Growth (30%):

Create and deliver reports that clearly and precisely communicate complex data and insights, including daily production readouts and executive-level summaries that articulate customer readiness status, including KPIs, progress updates, and areas of concern.

Collaborate with customer outreach teams to ensure efficient resolution of exceptions in the registration and readinessprocess. Define clear customer resolution steps, ensure anomalies are fully resolved, and establish end-userinteractions for swift resolution.

Ensure that Operational priorities are clearly understood and aligned with the organization’s broader goals and objectives by collaborating with change agents and business owners across the organization.

About You

You have:

A bachelor’s degree or equivalent experience

5+ years' experience managing or leading operational business processes

Strong analytical skills with the ability to interpret complex data and provide actionable insights.

Experience with data analysis tools such as Excel, Tableau orPowerBI.

Experience designing, implementing and managing business processes.

Demonstrated ability to quickly learn and adapt to new information and rapidly changing conditions.
Proven track record of working effectively with stakeholders across business function and levels, build relationships, and influence others to action

Ability to complete complex tasks on short deadlines and in a fast-past environment

Excellent verbal and written communication skills, including facilitating meetings and presenting remotely and in-person to groups of 15 or more

You are authorized to work in the US

About Our Process

Application review will begin immediately and will continue until the position is filled

While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.

About Our Benefits and Compensation

College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.

The hiring range for a new employee in this position is $80,000 to $125,000.

College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.

Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.

Your salary is only one part of all that College Board offers, including but not limited to:

A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more

Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility

A job that matters, a team that cares, and a place to learn, innovate and thrive

You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.

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Director, Assessment Delivery Operations