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This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12550003 Director, Assessment Delivery Operations
College Board: Operations
Location: Remote-USA or Hybrid 2 days a week to Reston VA office
Type: This is a full-time position that includes work on weekends to support test administrations
About the Team
The Assessment Delivery Operations function, comprising approximately 80 people, oversees the organization\'s digital operations. This includes everything from onboarding and preparing test centers and students to actively managing test administration. The integrated team also encompasses Content Management, Administration & Delivery, Supply Chain Management, and Logistics functions. They play a pivotal role in designing and implementing essential assessment delivery needs for College Board programs.
About the Opportunity
As the Director of Assessment Delivery Operations at the College Board, you will lead key initiatives supporting College Board Digital Assessments. Your primary responsibility will be to design, implement, and manage the operational processes that enable assessment readiness functions for educators and students. In this crucial role, you will utilize data analytics and customer feedback to drive operational excellence and enhance the customer experience by identifying and implementing strategic processes that align with our business goals and objectives.
You will integrate feedback from external customers and key internal groups, such as College Readiness Assessments, cross-product teams, Customer Engagement and Experience, and Engagement & Reach, to ensure our operational communications and processes are user-centric, efficient and timely. You will lead registration and readiness operations, ensuring seamless execution through various methodologies. Additionally, you will monitor and report on operationally-supported registration processes and readiness progress, addressing escalations and exceptions as they arise.
You will actively collaborate with stakeholders across the organization to bring operational insights on registration and readiness to the forefront, using your influence to shape product backlogs and drive both innovation and efficiency in our operations. This role requires an operational generalist with the analytical, project, and technology skills to design and deliver effective business processes.
In this role, you will:
Strategic Planning (30%):
{=html} <!-- --> - Take ownership of the customer experience, ensuring the successful implementation of tools and features that enhance the customer journey.
{=html} <!-- --> - Identify opportunities for process improvements by leveraging data-driven insights and customer feedback.
{=html} <!-- --> - Analyze customer registration data to uncover patterns, trends and root causes of readiness-related issues generating valuable insights that inform strategic plans and drive continuous improvement.
Project Management (40%):
{=html} <!-- --> - Develop and implement communication and triage strategies, setting data requirements for operational monitoring, trend analysis, and other critical aspects of the registration and readiness functions.
{=html} <!-- --> - Utilize analytical tools and techniques to monitor customer progress against readiness milestones, design interventions to drive outcomes, and generate actionable i sights that inform strategies, enhance customer readiness, and alleviate pain points.
{=html} <!-- --> - Collaborate with cross-functional teams, including Customer Engagement, Programs, and Product Owners, to ensure alignment on issue and escalation management.
Scale for Growth (30%):
{=html} <!-- --> - Collaborate with customer outreach teams to ensure efficient resolution of exceptions in the registration and readiness process. Define clear customer resolution steps, ensure anomalies are fully resolved, and establish end-user interactions for swift resolution.
{=html} <!-- --> - Ensure that Operational priorities are clearly understood and aligned with the organization\'s broader goals and objectives by collaborating with change agents and business owners across the organization.
About You
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