Associate Director, SSD Experience

Job description

Associate Director, SSD Experience College Board - Operations Location: This is a remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office) . All CB employees are required to occasionally travel to meet in person for business purposes. 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 the Associate Director of SSD Experience, you will apply your operational expertise to support the mission-critical functions that ensure accommodated testers have an inclusive and reliable testing experience. You will collaborate across cross-functional teams to establish the processes and practices that drive consistent, repeatable delivery of digital assessments for students with accommodations and the staff who support them. In this role, you will serve as the operational integrator for the SSD Experience, translating product strategy and process improvements into scalable, real-world execution across testing programs. Working in close partnership with the SSD Experience Product Owner, you will ensure new capabilities, workflows, and policies are effectively operationalized—driving readiness, resolving friction points, and enabling consistent delivery. While the Product Owner defines the roadmap and prioritization, you will focus on ensuring those solutions work in practice, identifying gaps, and continuously improving the end-to-end operational experience. In this role, you will: Support Accommodation Management ( 5 0%) Partner closely with the SSD Experience Product Owner to identify operational risks and support the implementation of solutions impacting accommodated testers Collaborate with product owners and cross-functional teams to ensure SSD-related capabilities are effectively operationalized and adopted Manage escalations related to misaligned, incorrect, or outdated SSD data, ensuring timely resolution and continuous improvement Develop, refine, and monitor process flows to improve the accuracy, efficiency, and reliability of accommodation data across systems Perform quality control measures to maintain service standards and identify opportunities to reduce defects, rework, and operational friction Ensure successful operationalization of SSD-related product and process changes, including readiness planning, issue mitigation, and post-launch stabilization Drive Operational Alignment and Communication (2 5 %) Work across Assessment Delivery teams to assess systems, platforms, and processes supporting digital test administration for accommodated testers Communicate operational insights, risks, and pain points to stakeholders to inform prioritization and decision-making Facilitate cross-team collaboration to align on process improvements and ensure consistent execution across programs Use data and operational insights to inform and support recommendations for process and system enhancements that reduce manual workarounds and improve scalability Lead Continuous Improvement and Operational Readiness ( 25 %) Define operational requirements and partner with stakeholders to support the development and implementation of metrics that monitor SSD performance and readiness Incorporate stakeholder and operational feedback to drive improvements in service delivery, including support for accommodations requiring paper testing Support the operational readiness and adoption of new processes, tools, and capabilities, ensuring teams are equipped to execute effectively About You You have: A proven ability to build relationships and collaborate with a team The ability to orient to the end user and deeply understand their issues and needs Adept problem-solving skills, including using data to inform decisions and actions Strong organizational skills with a predisposition toward action and production of results and outcomes Proficiency in Microsoft Office applications At least three to five years of experience working as an analyst or project manager in a professional setting Strong knowledge of operations management practices (e.g., business process design and improvement, forecasting and capacity planning) Excellent communication and stakeholder management skills, with the ability to influence senior leaders and drive organizational change. A bachelor’s or master’s degree in business or an equivalent field preferred Experience working with digital platforms, customer support systems, or operational tools in an education, technology, or service-based industry is a plus. The ability to travel 4-6 times a year to College Board offices or on behalf of College Board business . All roles at College Board require: A passion for expanding educational and career opportunities and mission-driven work Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively. Clear and concise communication skills, written and verbal A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely , respectful feedback, and continuously improving through iterative learning and user input. A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success Authorization to work in the United States About Our Process Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks . What We Offer At College Board, we offer more than a paycheck- we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market. A Thoughtful Approach to Compensation The hiring range for this role is $ 56,000 –$ 95,000 . Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. We aim to make our best offer upfront, rooted in fairness, transparency, and market data. We adjust salaries by location to ensure fairness, no matter where you live. You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more. #LI-DC1 #LI-REMOTE