Associate Director, SSD Experience

Job Posting Title: Associate Director, SSD Experience 

College Board – Assessment Delivery 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). 

This is a full-time position  

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 SSD Experience that falls under our Supply Chain Management team. 

About the Opportunity   

As the Associate Director of SSD Experience, you will apply your operational expertise to support the mission-critical operational functions that ensure accommodated testers have an inclusive testing experience. 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 for students with accommodations and staff responsible for administration of testing activities. 

You will be a critical agent in the processes with upstream and downstream operational partners to drive a test administration model that has a clear line of sight into the status of key data points and readiness milestones for SSD Coordinators. You will partner closely with the SSD Experience Product Owner and the Senior Director of SSD Risk Management to establish clear and streamlined mitigation steps when unanticipated events disrupt the readiness flow. As the Associate Director of SSD Experience, you will support students and educators through SSD Online and ensure swift routing to resolve barriers that prevent the completion of properly accommodated testing.  

In this role, you will:  

Support Accommodation Management (70%)  

• Work closely with the SSD Experience Product Owner to strategically plan solutions for potential risks and active issues that impact accommodated testers 

• Partner with product owners across the organization to continually evolve the core capabilities of critical functions of the SSD Experience 

• Manage escalations for misaligned, incorrect, and outdated SSD data 

• Develop and monitor process flows that optimize the downstream path for accommodation data 

• Perform quality control measures to maintain quality standards and identify opportunities for enhancement 

Conduct Strategic Communication (20%) 

• Work across Assessment Delivery teams to evaluate systems, platforms, and processes aligned to digital test administration for accommodates testers  

• Communicate current operational pain points with critical stakeholders 

• Collaborate in ideations sessions within and across teams to drive process improvements 

• Utilize a data-driven approach and skilled communication tactics to advocate for process or system enhancements to drive down manual workarounds and build strong and automated capabilities    

Complete Special Projects (10%)  

• Establish a new suite of metrics to monitor and control key performance indicators for digital testing 

• Internalize and incorporate feedback to drive operational efficiencies for accommodations requiring paper testing 

• Build internal capacity and organizational independence through early learnings of digital transformation  

 About You   

You have:  

• At least five years of experience working as an analyst or manager in a professional setting 

• Strong knowledge of operations management practices (e.g., business process design and improvement, forecasting and capacity planning) 

• Excellent written and verbal communications skills A proven ability to build relationships and collaborate with a team  

• The ability to orient to the end user and deeply understand their issues and needs 

• Adept problem-solving skills, including using data to inform decisions and actions    

• Strong organizational skills with a predisposition toward action and production of results and outcomes  

• Experience juggling multiple complex initiatives 

• Proficiency in Microsoft Office applications  

• The ability to travel 4-6 times a year to customer and/or College Board office