Job Posting Title: Director, Test Administration Service Provider 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 the 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 Onboard team.
About the Opportunity
As Director of Test Administration Management (TAM), you will apply your business development, contract compliance, and operational expertise to manage the execution of the critical work delivered by the service providers who are contracted to support the College Board assessments worldwide. You will ensure our service providers deliver the day-to-day operational activities, and you will apply innovative ways of thinking and operating by reimagining and evolving the service provider framework to enable greater agility, system automation, and higher levels of quality and efficiency for digital delivery.
You will be responsible for developing a core set of functions that ensure the highest level of quality and compliance amongst our contracted service providers. As the main point of contact for our service providers, you will collaborate closely with them to ensure that the delivery of the test administrations is flawless, that test centers are supported, and that operational processes are constantly improved. As part of this relationship, you will ensure that test coordinators understand and commit to their role as valued College Board partners. When actions are required of institutions as part of fulfilling their role, you will manage timely and effective outreach, follow-up actions, and ultimate resolution of such work. You will lead change initiatives, guided by the TAM roadmap, advocating for the customer and operations user as you identify and envision the backlog of features required to build greater efficiency within Assessment Operations. This requires strong and consistent partnerships with the Product Owners, Vendor Management, Technology, Salesforce, and College Readiness Assessments (CRA) to understand and prioritize the needed features and fully develop and validate success criteria.
In this role, you will:
Lead Daily Service Provider-Related Functions (50%)
Implement the processes of Service Provider (SP) contracts and provide strong customer service
Partner with SP Vendor Manager for successful implementation of all SP institutional onboarding and set up processes required to enable the administration of College Board assessments, meeting all operational throughput and customer engagement targets, including new test center setup processes, SP engagement, and management, and establishment of other institutional agreements, as necessary
Meet the global test center capacity targets required for successful student registration based on the demand for SAT test takers. Leverage internal resources across Cost Management, CRA, International, State, and District Partnerships (SDP), vendors, and others to recruit needed capacity in all geographic locations. Ensure prospects' outreach and follow-up during the recruiting, set up processes as required, and manage risk and mitigation strategies when targets cannot be met in certain regions with the TAM Product Owner
Partner with Product Owners across the organization to continually evolve the core capabilities of critical functions
Conduct Analysis & Recommend Improvements (25%)
Work with Cost Management, CRA, and Vendor Management to proactively forecast capacity management needs in constrained international markets to address demand ahead of admin registration
Work with Vendor Management to ensure compliance with SP contracts to mitigate cost
Work across Assessment Delivery teams to evaluate systems, platforms, and processes aligned to digital optimization
Collaborate in ideation sessions within and across teams to drive process improvement
Utilize a data-driven approach and skilled communication tactics to advocate for process or system enhancements to drive down manual workarounds and build solid and automated capabilities
Report key performance metrics for critical business-as-usual processes within the TAM function and continually track, rank, and drive enhancements
Provide Strategic Support (25%)
Champion the Service Provider roadmap and influence the priority of features necessary to continually drive the function to new levels of optimization
Utilize a data-driven approach and skilled communication tactics to influence change agents and business owners across the organization, including ADO, Vendor Management, Technology, and CRA, to ensure registration operation priorities are understood and align with broader goals and objectives
About You
You have:
At least five years of experience working as an analyst or vendor manager in a professional setting, with a preference for experience in a professional services organization focused on various client projects
Strong knowledge of operations management practices, including contract management, compliance, and vendor management
A customer-centered, service-oriented attitude
Excellent verbal and written communication skills, including confidently interacting with executives and other key leaders across the College Board and its partners, facilitating meetings, and presenting remotely and in person to groups of 15 or more
Comfortable working with business owners, product development teams, vendors, and technology, and the proven ability to earn the trust of key stakeholders quickly, mobilize and motivate teams, resolve conflict, and execute with limited information and ambiguity
A proven ability to lead complex and critical initiatives by clarifying objectives, planning, coordinating actions, identifying and resolving issues, and communicating status and results to stakeholders at various levels of an organization
Experience in successfully gathering and analyzing data to predict trends and forecasting to address business problems in collaboration with diverse stakeholders
Intermediate Excel skills (e.g., vlookups, pivot tables) and the ability to ask strategic questions and use data to generate insights
Strong experience with Agile methodologies
Salesforce and SmartSheet experience preferred
The ability to travel 4-6 times per year. Occasional travel is required with the ability to travel (internationally) 4-6 times a year to the service provider when needed and/or College Board offices (approximately once per quarter to College Board's Reston office, on an as-needed basis to other College Board or partner offices)
You are eligible to work in the U.S
About Our Process
Application review will begin immediately and will continue until the position is filled
While the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week process
About Our Benefits and Compensation
College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.
The hiring range for a new employee in this position is $72,000 to $120,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.
Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.
Your salary is only one part of all that College Board offers, including but not limited to:
A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more
Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility
A job that matters, a team that cares, and a place to learn, innovate and thrive
You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.
About Our Culture
Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:
We are motivated to positively impact the educational and career trajectories of millions of students a year
We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women’s Impact Network)
We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time
#LI-Remote
#LI-CW1