Director, Test Administration Honoraria Management

Job Posting Title: Director, Test Administration Honoraria Management

College Board – Assessment Delivery Operations 

Location: Remote or Hybrid options available

Type: 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 a Director on the Test Administration Management Onboard team.

About the Opportunity  

As Director of Test Administration Management (TAM) Honoraria, you will apply your business development, financial expertise, vendor management, and operational proficiency to manage the operational function within Assessment Delivery Operations (ADO) responsible for the disbursement of honoraria payment to test administrators.  You will support the TAM Onboard function, playing a pivotal role in managing and enhancing payment channels for our customers.  This position requires a banking and online payment processing background, a focus on exceptional customer service, and a commitment to optimizing operational financial methods.  You will apply innovative ways of thinking and operating by reimagining and evolving the honoraria process to enable greater agility, system automation, and higher levels of quality and efficiency for on-time payment delivery.

The candidate will be responsible for developing an efficient process for institutions to apply honoraria expenses and for facility fee exceptions as part of the administration of the SAT.  We seek a candidate who will manage the relationship with and performance of our payment vendor and support our primary external customers (e.g., Test Center Coordinators and their staff).

As the main point of contact, you will collaborate closely with the payment vendor supporting the Test Center Coordinator and staff to ensure their needs are met and their experience is constantly improved. You will advocate for the end customer by leading changes and identifying and envisioning the backlog of features required to build greater efficiency and higher levels of quality.  This requires strong and consistent partnership with multiple teams including College Readiness Assessments (CRA), Finance, Cost Management, Product Owners, Technology, Salesforce, Payment Vendor (PV), and PV's Customer Support team to understand and prioritize the Honoraria features and fully develop and validate success criteria.  In addition, you will oversee and manage the daily intake, investigation, and resolution of PV escalations and work to drive enhancements to the coordinator experience.  You will coordinate seamless handoffs among your team to others in Operations and work closely with the PV and Finance.  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 our brand.

In this role, you will: 

Lead Daily Functions for Honoraria Capability (50%) 

• Partner with the Operations Vendor and Change Management (VCM) team for successful implementation of a new Honoraria payment vendor, including managing new test center staff onboarding honoraria processes, developing an online web strategy of honoraria content, and reviewing assessment survey feedback to enhance and identify payment issues

• Ensure timely and accurate payments to honoraria recipients

• Work with PV to ensure compliance with CRA policies to mitigate and reduce costs

• Oversee and maintain efficient payment channels for honoraria distribution domestically and internationally

• Continuously assess and improve payment methods to enhance the customer experience

• Develop and maintain payment operations procedures for efficiency and compliance

• Collaborate with cross-functional teams to streamline billing and payment workflows

• Stay up to date with banking industry trends and best practices

• Provide exceptional customer service to honoraria recipients who have escalated to PV, addressing inquiries and resolving payment-related issues promptly and professionally

• Develop and maintain strong working relationships with PV, CRA, Finance, Treasury, Cost Management, and ADO, understanding their unique needs and requirements

• Partner with Product Owners across the organization to continually evolve the core capabilities