Vice President, Assessment Delivery Operations

Vice President, Assessment Delivery Operations 
College Board – Operations 
Location – Remote 
Type: This is a full-time position   

About the Team  

College Board’s Operations division (150 ppl) is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually. The Operations team is also leading exciting work to advance customer experience through the use of innovative solutions, products and technology to enhance the end-to-end delivery of digital assessments and all aspects of customer support. The Assessment Delivery function (~ 70ppl) is responsible for the organization’s digital operations, including the strategy and management of securing testing sites and seats across the globe, preparing test centers, and ensuring readiness of test center personnel. The work continues through active management of the test administration windows and key reporting of post-administration functions. This integrated team also includes an outreach team and a supply chain and logistics function to support other critical assessment delivery needs for College Board programs.   

About the Opportunity   

As the Vice President, Assessment Delivery Operations you will manage a team of five to seven direct reports, and will manage the following functions: 

• Test Center Strategy and Management: This strategic and global function ensures a data-driven and innovative approach toward delivering capacity requirements, streamlined intake and onboarding of schools, test centers and management of vendors to ensure effective management of test sites. This critical function helps to ensure access to testing for all students. 

• Readiness: This team supports students, test centers and their staff, with all aspects of readiness, including training, monitoring & remediation, and through the actual test delivery. The Readiness area ensures professionals and students have the information and tools to enable preparedness for testing and successful administration.   

• Delivery: This team also manages all the operational structures, processes and reporting to ensure successful delivery of our assessments, including materials, equipment, communications and escalations. They serve as the ‘command center’ during a test administration and provide oversight and reporting to enable visibility and customer success.  

• Post-Administration Management and Reporting: This team oversees and manages resolution of all post-admin activities critical to successful score reporting, including an emphasis on reporting and issue/irregularity management. 

• Supply Chain & Logistics: A function that manages traditional supply chain services for non-standard assessment delivery models and some paper and pencil testing, as well as logistics for device management fulfillment globally to support student testing. 

• Assessment Delivery Outreach: This team supports white glove and concierge style outreach to test centers and personnel to deliver against key capacity goals, support readiness and manage processing to support post-administration resolution activities. 

Specific Responsibilities include: 

Set Vision & Strategy (40%) 

• Set the overarching vision and direction for Assessment Delivery at College Board  

• Foster a customer experience mindset and framework for processes, products and decision-making 

• Work closely with different stakeholders across the organization to provide critical enhancements to reduce manual processes and exceptions 

• Develop a deep understanding of College Board’s customer base to drive change initiatives, business strategy and technology enhancement programs that improve the support and success of customers 

• Develop, monitor, and report on critical measurements and metrics that drive high levels of customer satisfaction; define clear measurements of a positive user experience and readiness 

Provide Team Leadership & Management (40%) 

• Effectively manage a high-performing, remote team of ~6 direct reports to ensure they are engaged and working effectively toward accomplishing goals    

• Provide the leadership necessary to deliver results across the team  

• Build and drive a performance-based culture and actions to support an inclusive and engaged team 

Drive Continuous Improvement & Innovation (20%) 

• Provide actionable intelligence and insights via thorough analysis and assessment of all escalation data that comes into the team 

• Foster an innovative culture to explore technology and other solutions to help drive efficiencies in support models and improve experience metrics 

• Oversee and ensure critical forecasting and planning capabilities to ensure appropriate structures for vendor insourcing and optimization work 

In this role, you will be required to excel at the following: 

• Strategic Leadership: Develop and execute the strategic vision and roadmap for assessment delivery aligning with the overall College Board mission and Operations division priorities   

• Team Leadership: Provide strong leadership and direction to the assessment delivery team, fostering a culture of collaboration, excellence, and inclusion  

• Operational Excellence: Drive operational efficiency and effectiveness across all Operations assessment delivery functions and large external vendors, optimizing processes, workflows, and systems to enhance customer satisfaction and drive business results 

• Cross-functional Collaboration: Collaborate closely with Programs, Product Owners, Technology and Field leadership, as well as Communications and Marketing to ensure alignment on customer needs, product enhancements, and go-to-market strategies 

• Performance Management: Define key performance metrics and benchmarks for test administration management teams to ensure customer success and readiness, regularly monitoring and analyzing performance data to drive continuous improvement and operational excellence 

• Talent Development: Recruit, develop, and retain top talent, providing coaching, mentorship, and growth opportunities to empower team members to reach their full potential 

• Risk Management: Identify potential risks and issues impacting customer success/experience and operational delivery, developing proactive mitigation strategies to address them effectively 

• Experience: Represent the voice of our customers and relentlessly advocate for them using data and evidence to ensure prioritization of policies and features to enhance their experience. 
   

About You   

You have: 

• 15+ years of directly related experience in operations and/or digital assessment delivery, with 5+ years in an executive leadership position  

• Deep understanding of industry best practices, trends, and technologies related to digital delivery, product management, and customer experience and success 

• A proven track record of developing, coaching, training, and retaining top talent with high levels of engagement  

• The ability to empower others and effectively delegate work with accountability 

• Proven track record of driving operational excellence  

• Excellent communication, negotiation, and interpersonal skills 

• Ability to thrive in a fast-paced, high-stakes, and dynamic environment and lead through change 

• Exceptional strategic thinking, analytical and planning skills - you can build a strategy, connect the dots, and build towards the future  

• Experience as a highly collaborative leader with ability to influence others and build strong relationships across internal and external stakeholders 

• The ability to communicate effectively with product leads and technologists to meet and drive business requirements  

• Experience leading high-visibility projects from start to finish with measurable results 

• Fluency with data and confidence in making data-driven decisions 

• A passion for education and the impact that educators have on students 

• The ability to travel, at least once a month 

• Eligible to work in the United States of America 

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 panel interview, finalist interview and reference checks.  This is an approximately a 10 to 12-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 $230,000 to $270,000. Your salary will be carefully determined based on your 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 these 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 prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard 

• 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 know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizations   

• We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time