Assistant Director, K-12 Delivery Specialist

About this role

Assistant Director, K-12 Delivery Specialist

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). All CB employees are required to occasionally travel to meet in person for business purposes.

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.

This team works closely with College Readiness Assessments (CRA) State Partner Success team as well as external stakeholders, primarily district assessment coordinators and school test coordinators. Internally, this team partners closely with other ADO team members as well as State and District Partnership (SDP) colleagues.

About the Opportunity

As a K12 Delivery Specialist within ADO, you are responsible for supporting implementation of a state’s SAT and PSAT assessment program. You will be an escalation point of contact for the state’s district and school test coordinators as they prepare and then deliver the assessment for their federal accountability measurement or other state legislative requirements. The K12 Delivery Specialist works closely with the CRA State Partner Success team and key ADO and Customer Experience partners to ensure a successful test administration at every eligible school in contract states. This includes providing trainings to district and school stakeholders and managing escalations from these stakeholders in a timely manner and within the specified guidelines for states as well as the policies of various internal departments.

You will be most successful in this role if you are a hands-on, flexible delivery specialist who is willing to go above and beyond to support customers and find resolutions to issues.

In this role, you will:

Provide Assessment Delivery Support (65%)

Serve as business contact between the schools and districts and internal College Board teams to address and resolve exceptions and/or escalated cases.

Establish a strong relationship with the CRA State Partner Success team, SDP, and other College Board stakeholders, and external state partners.

Assist State Success Manager at state DOE meetings and communicate formally and informally with internal and external stakeholders.

Act as SAT and PSAT subject matter expert to provide guidance to district and school test coordinators.

Conduct proactive readiness outreach to prepare schools and districts for administering digital tests.

Act as a voice of the customer during policy, process, and solutioning discussions.

Lead and deliver all contractually required training sessions and remote office hours as needed with schools and districts.

Respond to district and school inquiries via email and phone, providing on-site support as needed. Escalate issues to the State Success Manager or the SDP District POC as appropriate.

Work within aggressive timelines and with extremely sensitive test administration-impacting cases.

Design and implement manual processes to implement workarounds for exceptions and edge cases, as needed.

Make recommendations to streamline or automate manual processes.

When necessary, provide manual support for data entry and exceptions.

Directly support the State Success Manager in creating customer-facing reports tracking readiness and testing window activities.

Work closely and collaboratively with the State Success Manager, SDP District POC, and CRA Project Manager to adhere to delivery schedule.

Assist State Success Manager, SDP District POC, and CRA Project Manager with risk and issue management.

Manage interactions with Tech Support and Services for Students with Disabilities to ensure timely resolution of issues.

Facilitate Communication between Schools and Districts and College Board (20%)

Communicate formally and informally about the assessment(s) and its status to people within and outside the CRA State Partner Success and SDP teams.

Conduct trainingexperiences and other “white glove” support on behalf of CRA State Partner Success and SDP teams.

Develop Processes and Methods of Continuous Improvement (15%)

Identify patterns and trends in customer needs and propose solutions related to operational workarounds, field-level pinch points, and ideal approaches for delivering training and handling escalations.

Contribute to process recommendations and assist in implemention during future administrations.

Perform ad-hoc duties or tasks as assigned.

About You

3-5 years of related work experience in K-12 educational technology, training, assessment industry, and/or K-12 school/state/central office experience, ideally as a former school or district testing coordinator or administrator.

Demonstrated communication skills, including effective oral communication and direct, concise writing skills. Experience communicating with customers and educators about key elements of program management highly desired.

Experience developing and leading training workshops and webinars.

Ability to take…