Associate Director, SSD Experience

College Board•Remote - Virginia, VA

9d•$56,000 - $95,000•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, students have the correct documents, and testing issues are promptly addressed. The Associate Director of SSD Experience will apply operational expertise to support mission-critical functions that ensure accommodated testers have an inclusive and reliable testing experience. This role will collaborate across cross-functional teams to establish processes and practices for consistent delivery of digital assessments for students with accommodations and the staff who support them. The Associate Director 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 partnership with the SSD Experience Product Owner, they 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, this role focuses on ensuring solutions work in practice, identifying gaps, and continuously improving the end-to-end operational experience.

Requirements

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 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.

Nice To Haves

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.

Responsibilities

Support Accommodation Management (50%): 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 (25%): 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.