Director, Assessment Operations & Issue Resolution - REQ002255_1-3175

Director, Assessment Operations & Issue Resolution

This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). This is a full-time position.

About the Team

The College Board Operations division manages the digital test delivery process for millions of students each year. Our Assessment Delivery Operations (ADO) team is primarily responsible for managing and overseeing the successful execution of digital assessments like the SAT and Advanced Placement examinations. Among its many responsibilities, ADO ensures that test sites meet security and network requirements, test proctors are credentialed and trained to administer tests consistently and fairly, students arrive on test day with the correct documents and testing materials, and that testing issues are promptly addressed. Our team plays a critical and essential role in the success of students and educators before, during, and after test day. And due to its central role in supporting College Board's mission, ADO works closely with partners and stakeholders across College Board, the education sector, and beyond to shape and improve testing technologies, customer experience, and testing outcomes.

About the Opportunity

As Director of Assessment Delivery Operations, you will apply your operational expertise to manage and optimize the digital post-test administration operational function within the Resolve group in Assessment Delivery Operations. You will support the Test Administration Management Resolve function by overseeing day-to-day digital operational activities. In addition, you will oversee and manage the daily intake, investigation and resolution of digital testing irregularities and anomalies that are reported by students and educators through a variety of channels, during and after the test administration. You will also contribute to reimagining and improving post administration processes to increase agility, strengthen system automation, and raise the overall quality and efficiency of digital test delivery. In addition, you will spearhead change in support of the Resolve digital roadmap, serving as an advocate for both the customer and Operations users. You will identify, prioritize, and define the backlog of features needed to strengthen efficiency and expand digital capabilities within the Resolve function. This will require strong and consistent partnership with Technology, Salesforce, Program, and Digital teams so that the Resolve features are understood and prioritized and that success criteria is fully developed and validated. Finally, you will coordinate seamless handoffs among your team to others in Operations, ensuring resolution of a high volume of cases within very tight timeframes during the scoring window. The stakes are high flawless application of policies and processes with the highest degree of quality and speed across a wide array of issue types is of mission critical importance to students.

In this role, you will :

• Manage & Communicate Assessment Resolution Initiatives (50%) - Manage critical activities during overlapping post-administration periods, ensuring that within tight scoring timelines you oversee the accurate intake of thousands of test administration irregularities, place score holds as needed, investigate issues with testing locations, and coordinate the scheduling of makeup administrations.
• Partner with Product Owners across the organization to continually evolve the core capabilities of critical functions across our technology suite of platforms.
• Coordinate the resolution of scoring anomalies and exceptions, such as item challenges and any ensuing removal of flawed items from scoring processes, working with Technology, Customer Care, Program and others to close out all containment and follow up activities.
• Communicate efficiently and accurately through post-administration resolution window.
• Digital Transformation & Optimization (25%) - Work across Assessment Delivery teams to evaluate systems, platforms, and processes aligned to digital optimization.
• Collaborate in ideations sessions within and across teams to drive process improvement.
• Build and continually improve mechanisms to track trends related to factors driving test administration issues and feed data to impacted Product teams swiftly so that enhancements can be applied.
• Report key performance metrics for key business as usual processes within the Resolve function and continually track, rank, and fix the riskiest. Utilize a data-driven approach and skilled communication tactics to advocate.