Assistant Director, Test Administration Management

Job Posting Title: Assistant Director, Test Administration Management 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). 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 part of a new sub-team, "Ambassador Outreach" of the Test Administration Management team. About the Opportunity As the Assistant Director of the Test Administration Connect team, you will apply your superior case management skills and proactive outreach for mission-critical operational functions. You will be accountable for participating in cross-functional teams and managing relationships that drive consistent and dependable partnerships for delivery of our digital assessments. Additionally, you will be responsible for cultivating meaningful relationships that ultimately result in a positive, standardized experience for students and testing staff. In the Assistant Director role, you will work closely with members of the College Board teams and other operational business partners to ensure that all customer service cases/matters are properly processed, handled, and resolved within a timely manner. For other educators and higher education partners, you ensure they have the access and support needed for College Board online tools. You will be responsible for managing any escalated cases or procedural exceptions that occur between or within any of the external vendors or internal College Board departments are resolved within the specified guidelines and policies of various internal departments. You have a knack for asking the right questions to pinpoint a customer's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges. In this role, you will: Manage Proactive Outreach & Reactive Communication (55%) Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries Manage cases for pre-administration and post-administration matters that meet service level agreements. Manage customer relationships to ensure all cases are resolved in a timely manner Manage outreach efforts for Test Center renewalsand Test Center Intake Handle customer escalations from our customer service team as needed Recommend Process Improvements (30%) Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms Use data to provide inputs to the voice of the customer initiative helping to drive continuous data-based improvement for an optimal customer experience Provide case management updates on customer inquiries and trends both within College Board and externally with customers Complete Special Projects (15%) Manage other self-assigned projects that arise through digital transformation and organizational method changes About You You have: Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the team Adept problem-solving skills, including using data to inform decisions and actions Proven ability to build and manage customer relationships Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel Experience leading and navigating complex customer issues and resolving th