Director, Test Administration, Resolve

Director, Test Administration, Resolve  

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) 

Role 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 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. Lead the design and implementation of corrective actions where appropriate. 

• 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 for process or system enhancements to drive down manual workarounds and build strong and automated capabilities. 

Strategic Support (25%) 

• Promote the Resolve roadmap and influence the priority of features necessary to continually drive the function to new levels of optimization. 

• Utilize data driven approach and skilled communication tactics to influence change agents and business owners across the organization, including ADO, Customer Service, Technology and CRA to ensure Registration Operation priorities are understood and align with broader goals and objectives 

• Build internal capacity and organizational independence through digital transformation  

 About You  

• Proven ability to lead complex and highly critical initiatives, clarifying objectives, planning and coordinating actions, identifying and resolving issues, and communicating status and results to stakeholders at various levels of an organization 

• Experience successfully gathering data and solving complex business problems in collaboration with a diverse set of stakeholders 

• Strong knowledge of operations management practices, including business process design and change management 

• Strong experience with Agile methodologies 

• Preference for Salesforce experience 

• Proficient quantitative and data analysis skills, including experience with SQL for querying, producing and interpreting large datasets to inform operational decisions and drive process improvements. 

• Excellent verbal and written communication skills, including the ability to confidently interact with executives and other key leaders across College Board and its partners; also includes the ability to facilitate meetings and present remotely and in-person to groups of 15 or more 

• At least five years of experience working as an analyst or manager in a professional setting is required, preferably in a professional services organization on a variety of client projects 

• Comfortable working with business owners, product development teams, technology, and the proven ability to quickly earn the trust of key stakeholders; mobilize and motivate teams; resolve conflict; and execute with limited information and ambiguity 

• Highly organized with a predisposition toward action and production of results and outcomes 

• Customer-center, service-oriented attitude 

• Bachelor’s degree is required 

• The ability to travel 4-6 times a year to College Board offices or on behalf of College Board business. 

All roles at College Board require: 

• A passion for expanding educational and career opportunities and mission-driven work 

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.  

• Clear and concise communication skills, written and verbal 

• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input. 

• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. 

• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success 

• Authorization to work in the United States for any employer 

About Our Process   

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. 

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.    

What We Offer 

At College Board, we offer more than a paycheck- we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market. 

A Thoughtful Approach to Compensation 

• The hiring range for this role is $80,000 – 125,000 

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. 

• We aim to make our best offer upfront, rooted in fairness, transparency, and market data. 

• We adjust salaries by location to ensure fairness, no matter where you live. 

You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more.