Senior Director, Test Center Strategy & Experience

College Board – Operations 

Location: 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).  

Type: 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 the Senior Director, Test Center Experience and Strategy, you will lead and manage ADO’s Customer Experience and Strategy team (CXS). As team manager, you will help your staff refine and improve customer experience across all phases of the testing process—from signup, to test day, to score release, and beyond. And your team’s strategic initiatives and projects will help adapt, simplify, and strengthen College Board’s testing processes to improve customer outcomes. 

In addition to your work leading the CXS team, you will be responsible for ensuring a seamless, reliable, and efficient customer experience across all of College Board’s test centers—including both traditional in school testing locations (i.e., within K-12 schools) and non-traditional centers (e.g., higher education and convention centers). You will develop new approaches for recruiting, registering, and renewing test centers. And you’ll draw insights from data, identify new customer needs, and shape the development of the digital systems used by and to support test centers to improve the experience of the test center staff who work with us. You will also be responsible for identifying and implementing cost-optimization strategies, including the strategic use of commercial testing centers in metro areas (MSAs) when traditional sites cannot meet demand. 

This position will allow you to create work at a truly global scale. And the improvements your work creates will save time-strapped educators countless hours and reduce testing barriers for hundreds of thousands of students each year. 

In this role, you will:  

Operational Strategy & Experience Design (30%) 

• Lead initiatives that shape the end-to-end test center experience, strategic planning, communications, and process execution to ensure seamless delivery and strong alignment with student and educator needs. 
• Develop options for sustainably meeting test center recruitment & retention goals based on data, program needs, and other factors. 
• Identify and implement cost-optimization strategies, including targeted use of commercial centers in metro areas (MSAs) when traditional centers are insufficient to meet demand. 
• Monitor and provide leadership with regular updates on the test center experience, including recruitment, retention, readiness, related incentive programs, and related trends, risks, and intervention options. 
• Design and implement integrated strategies that expand seat capacity, simplify student and staff experience, and optimize operations at traditional SAT weekend test centers and commercial sites. 
• Collaborate with senior stakeholders across the organization to ensure test center experience priorities are clearly defined, championed, and delivered with excellence. 

Cross-Functional Leadership and Customer Advocacy (20%) 

• Lead cross-functional efforts to ensure a holistic customer-focused test center experience, collaborating with stakeholders across College Readiness Assessments (CRA), Finance, Higher Ed, State & District Partnerships (SDP), Customer Experience, and Product teams. 
• Champion the voice of the customer using data to inform experience improvements and operational priorities. 
• Manage stakeholders to align on experience design, test center operations, and test center demand. 
• Advocate for test center process improvements that meet or exceed customer needs and programmatic goals. 

Team Management (50%)  

• Manage t