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Form of workat The College Board in Boise, Idaho, United States
Job Description Associate Director, Test Administration, DeliverCollege Board - Assessment Delivery Operations
Location: Remote or Hybrid options available
About the Team
The Operations Division at College Board is focused on leading the organization's transformation to support delivery of digital assessments. The division aims to provide a strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 70-person Assessment Delivery department is a combination of sub-teams that support Test Administration Management, Supply Chain & Logistics, and Publications and Content Management. This role will be the Associate Director of the Test Administration Delivery team.
About the Opportunity
As the Associate Director of Test Administration Delivery, you will apply your operational experience to manage and support the mission-critical operational function responsible for the flawless delivery of the College Board's Test Administration events. You will be accountable for collaborating with cross-functional teams in establishing the behaviors and activities that drive consistent, repeatable delivery of our digital assessments and that result in a standardized experience for our students and testing staff.
You will be a critical agent in the processes with upstream and downstream operational partners (e.g., Technology teams, Customer Care and College Readiness Assessments (CRA) business owners) to support a Test Administration model that features laser-focused line of sight into the status of key test-day activities across global time zones. You will partner closely with the Senior Director of Test Administration Delivery to support clear and streamlined mitigation steps when unanticipated events disrupt the Test Administration 'business as usual.' The Associate Director of Test Administration Delivery will support students and educators through a variety of channels - and ensure swift routing to appropriate teams to either mitigate or resolve barriers that prevent the completion of testing.
In this role, you will:
Outreach & Communication (70%)
- Manage and implement College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
- Use data to provide support and insight to professional staff within schools and testing centers
- Identify opportunities to build relationships across Assessment Delivery Operations team to meet support Test Administration needs
- Communicate current operational pain points and vendor independence barriers with critical stakeholders
- Identify and optimize metrics that have greatest impact and influence on clean delivery
- Manage outreach efforts for Test Center readinessand increase overall administration efficacy
Complete Special Projects (30%)
- Provide operational readouts and status on customer inquiries and trends that occur during Test Administration
- Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience
- Implement, assess, and evolve mitigation efforts to prevent and resolve widespread testing issues
About You
You have:
- Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert - as leader, independently, and as a member of the team
- Adept problem-solving skills, including using data to inform decisions and actions
- Proven ability to build and manage customer relationships
- Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel
- Experience managing and navigating complex customer issues and resolving those cases
- Experience providing high quality support while managing assigned cases within service level agreements and supporting escalations as needed
- The ability to collaborate and provide guidance to teammates on complex cases
About Our Culture
Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:
- We are motivated to positively impact the educational and career trajectories of millions of students a year
- We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women's Impact Network)
- We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
- We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time
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 $52,000 to $90,000.
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
About Our Culture
Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:
- We are motivated to positively impact the educational and career trajectories of millions of students a year
- We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard
- We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women's Impact Network)
- We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
- We know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizations
- We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time
About the Process
- Interview Process Includes: Resume, and Application Submission; Recruiter Phone Screen; Hiring Manager Interview; Performance Exercise (such as drafting a short presentation or producing a writing sample); Panel Interview; Reference Checks (approximately 6-8-week process)
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