Assistant Director, K-12 Delivery Specialist

College Board•Remote - Colorado, CO

9d•$48,000 - $80,000•Remote

About The Position

The College Board Operations division manages the digital test delivery process for millions of students each year. The 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. 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. This team plays a critical and essential role in the success of students and educators before, during, and after test day. 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. This team works closely with the College Readiness Assessments (CRA) State Partner Success team as well as external stakeholders, primarily district assessment coordinators and school test coordinators. Internally, this team partners closely with other ADO team members as well as State and District Partnership (SDP) colleagues. As a K12 Delivery Specialist within ADO, you are responsible for supporting the implementation of a state’s SAT and PSAT assessment program. You will be an escalation point of contact for the state’s district and school test coordinators as they prepare and then deliver the assessment for their federal accountability measurement or other state legislative requirements. The K12 Delivery Specialist works closely with the CRA State Partner Success team and key ADO and Customer Experience partners to ensure a successful test administration at every eligible school in contract states. This includes providing trainings to district and school stakeholders and managing escalations from these stakeholders in a timely manner and within the specified guidelines for states as well as the policies of various internal departments. You will be most successful in this role if you are a hands-on, flexible delivery specialist who is willing to go above and beyond to support customers and find resolutions to issues.

Requirements

3-5 years of related experience in K-12 education, assessment, or educational technology.
Excellent organizational and communication skills with a keen eye for detail.
Exceptional listening skills with a strong orientation toward customer service
Experience with productivity and collaboration tools such as Microsoft Office, Salesforce, and Smartsheet.
Experience with AI Tools (Claude).
Ability to navigate multiple priorities in fast-moving environments.
Willingness to travel 1-2x per month to College Board offices or on behalf of College Board business.
A passion for expanding educational and career opportunities and mission-driven work
Authorization to work in the United States for any employer
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort 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.

Nice To Haves

3-5 years of related work experience in K-12 educational technology, training, assessment industry, and/or K-12 school/state/central office experience, ideally as a former school or district testing coordinator or administrator.
Demonstrated communication skills, including effective oral communication and direct, concise writing skills. Experience communicating with customers and educators about key elements of program management highly desired.
Experience developing and leading training workshops and webinars.
Ability to take initiative and contribute to building a stronger assessment program.
Experience with a wide variety of tools, including Microsoft Office applications, Salesforce, Smartsheet, with the flexibility to leverage the best tool for each problem/opportunity.
Experience with AI Tools (Claude) to develop tactical solutions.
A strong desire to learn, improve, and continuously enhance customer engagement by leveraging feedback.
The ability to effectively coordinate multiple responsibilities simultaneously, with a fast, flexible, cooperative work style and the ability to reprioritize as needed.
Comfort working in ambiguity and displaying evidence of the ability to create clarity and a path forward.
While travel is variable depending on school and district needs each testing cycle, candidates should have the ability to travel up to 50% of your time to school and/or district locations.
While we will consider exceptional applicants from all locations, there is a preference for candidates based in Colorado.

Responsibilities

Serve as business contact between the schools and districts and internal College Board teams to address and resolve exceptions and/or escalated cases.
Establish a strong relationship with the CRA State Partner Success team, SDP, and other College Board stakeholders, and external state partners.
Assist State Success Manager at state DOE meetings and communicate formally and informally with internal and external stakeholders.
Act as SAT and PSAT subject matter expert to provide guidance to district 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 and deliver all contractually required training sessions and remote office hours as needed with schools and districts.
Respond to district and school inquiries via email and phone, providing on-site support as needed. Escalate issues to the State Success Manager or the SDP District POC as appropriate.
Work within aggressive timelines and with extremely sensitive test administration-impacting cases.
Design and implement manual processes to implement workarounds for exceptions and edge cases, as needed.
Make recommendations to streamline or automate manual processes.
When necessary, provide manual support for data entry and exceptions.
Directly support the State Success Manager in creating customer-facing reports tracking readiness and testing window activities.
Work closely and collaboratively with the State Success Manager, SDP District POC, and CRA Project Manager to adhere to delivery schedule.
Assist State Success Manager, SDP District POC, and CRA Project Manager with risk and issue management.
Manage interactions with Tech Support and Services for Students with Disabilities to ensure timely resolution of issues.
Communicate formally and informally about the assessment(s) and its status to people within and outside the CRA State Partner Success and SDP teams.
Conduct training experiences and other “white glove” support on behalf of CRA State Partner Success and SDP teams.
Identify patterns and trends in customer needs and propose solutions related to operational workarounds, field-level pinch points, and ideal approaches for delivering training and handling escalations.
Contribute to process recommendations and assist in implemention during future administrations.
Perform ad-hoc duties or tasks as assigned.