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    Assistant Director, Test Administration Management - Boise, United States - Idaho State Job Bank

    Idaho State Job Bank
    Idaho State Job Bank Boise, United States

    3 weeks ago

    Idaho State Job Bank background
    Description
    Assistant Director, Test Administration Management - REQ001463_ _ at The College Board in Boise, Idaho,

    United States Job Description 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 those cases Experience providing high quality support while managing assigned cases within service level agreements and managing escalations as needed The ability to collaborate and provide guidance to teammates on complex cases The ability to travel 4-6 times per year to in-person events 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 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 $40,000 to $70,000.

    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 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 #LI-Remote #LI-CW1 To view full details and how to apply, please login or create a Job Seeker account
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