Job Title

Job Description Assistant Director, K-12 Delivery Specialist College Board - Operations Location: Remote but must reside in this specific Midwest region (Kentucky, Ohio, Indiana, West Virginia) 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 K12 Delivery Specialist within ADO, you are responsible for supporting implementations of state SAT and PSAT assessment programs for states and districts.You will be an escalation point of contact for the state departments of education, district test coordinators, and school test coordinators as they implement the assessment for their federal accountability test each spring . The K12 Delivery Specialist will work closely with the SAT Suite State Success team and key College Board Operations and Customer Experience business partners to ensure a successful test administration at every eligible school in the state. This includes managing escalations in a timely manner and within the specified guidelines and policies of various internal departments. Success in this role requires you to be constantly engaged, flexible, customer service oriented, and a super problem solver willing to go above and beyond to support our state partners. In this role, you will: Provide Institutional Delivery Support (65%) Serve as business contact between the schools and districts and internal College Board teams to address and resolve processing exceptions and/or escalated cases. Establish a strong relationship with the State Success team, other College Board stakeholders, and external state partners. Facilitate meetings and communicate formally and informally with internal and external stakeholders. Act as SAT and PSAT subject matter expert to provide guidance to state DOEs, district test coordinators, 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 training sessions and remote office hours as needed with customers. Respond to district and school inquiries via email and phone, providing implementation and technical on-site support as needed. Escalate issues to the state's Implementation Manager as appropriate. Work within aggressive timelines and with extremely sensitive test administration-impacting cases. Conduct manual processes to implement exceptions workarounds. When necessary, provide manual support for data entry and exceptions. Directly support the state's Implementation Manager in creating and presenting customer-facing reports tracking implementation activities. Work closely and collaboratively with the State Success team's Implementation Manager and Project Manager to meet project schedule. Assist State Success team's Implementation Manager and Project Manager with risk and issue management. Coordinate interactions with College Board Tech Support and Services for Students with Disabilities. Facilitate Communication and Training between schools and districts and College Board (20%) Communicate formally and informally about the project and its status to people within and outside the project team, including across state departments of education. Conduct trainings and other