The College Board Operations division needs to manage and oversee the successful execution of digital assessments like the SAT and Advanced Placement examinations, ensuring test sites meet security and network requirements, test proctors are credentialed and trained, students have correct materials, and testing issues are promptly addressed. The Executive Director for Customer, Program, Product, & Performance Outcomes will lead a team responsible for ensuring customers and partners flow smoothly across pre-test, test day, and post-testing processes, using digital systems and data to identify opportunities for process improvement, analyze emergent challenges, and develop innovative solutions.
Requirements
- Experience performing robust analysis, using a variety of analytic tools, to assess performance, shape solutions, and guide senior leader decisions on high-stakes and -visibility enterprise challenges.
- Experience overcoming organizational rigidity to improve business outcomes, managing diverse stakeholders, and working with technical and non-technical staff & partners.
- Proficiency in Microsoft Suite tools is preferred, though a willingness to learn is equally valued.
- Curiosity and enthusiasm for emerging technologies, particularly AI-driven solutions, and a proactive approach to independently learning and applying new digital tools.
Responsibilities
- Monitor key process metrics to assess strategic results and help staff navigate technology, digital, and programmatic stakeholders in addressing emergent or unanticipated operational issues.
- Guide performance analysis of College Board’s digital systems and operational processes across all phases of test production.
- Review data, figures, charts, and models for analytic accuracy, rigor, and quality.
- Provide staff with analytic guidance, support resources, and directions for how to best meet stakeholder needs.
- Ensure that our customer experience and strategy team has access to the data, stakeholders, and resources needed to deliver effective improvements.
- Oversee process improvement initiatives.
- Manage prioritization of process improvements across ADO’s production phases, teams, and staff in consultation with leadership and program & product partners.
Other
- Lead and Manage the Customer, Program, Product, & Performance Outcomes Team (40%)
- Lead a team for developing and implementing customer-centric process improvements across digital and non-digital testing operations.
- Set vision and priorities for the team, track and manage progress to goals, and provide coaching and support to ensure team members meet and exceed goals, remain engaged, and contribute meaningfully to our mission
- Cultivate an inclusive and high achieving culture that enables all team members to live out College Board’s Operating Principles.
- Bring proven leadership experience and consistently embody College Board’s Manager Expectations in your work.
