Senior Director, Assessment Exceptions & Integrity

College Board

1d•$104,000 - $160,000•Remote

About The Position

College Board’s Operations division supports digital assessment delivery and customer engagement for millions of students and thousands of test centers. The Assessment Delivery Operations team oversees the successful execution of digital assessments, including the SAT and Advanced Placement examinations. Its Resolve team handles post-administration issue resolution for SAT and AP assessments, helping protect assessment integrity and the validity of student scores. The Senior Director, Assessment Exceptions & Integrity leads the team responsible for resolving testing irregularities, incidents, and complaints across College Board assessments. The role sets the strategy and operating model for identifying, investigating, and resolving issues at scale, while advancing a shift from manual case handling to automated, insight-driven operations. The position directly manages a team of approximately 10 and works with Deliver, Technology, Product, and ADO leaders to turn case trends and root-cause findings into operational improvements and upstream prevention.

Requirements

10 or more years of progressive experience leading teams and complex, high-stakes work, preferably supporting a digital platform, user success, or issue management.
Experience in product ownership, business analysis, program or project management, or a similar role translating business needs into features and outcomes.
Bachelor’s degree in business, computer science, data science, operations, management, or another relevant field, or an equivalent combination of education and experience.
Ability to create a compelling vision and strategy, cultivate stakeholder partnerships, adapt to changing needs, and sustain day-to-day results.
Strategic and inclusive leadership ability, including setting priorities, building effective team structures, leading change, planning for future needs, and fostering belonging.
Ability to drive performance and growth by setting expectations, providing timely evidence-based feedback, and coaching team members.
Strong command of Salesforce or a comparable CRM or case-management platform for high-volume case intake, tracking, and resolution workflows.
Working proficiency in JIRA or a similar tool to manage and prioritize a feature backlog with Product and Technology stakeholders.
SQL proficiency to independently query and validate data for operational and scoring-anomaly investigations.
Experience building or scaling a data-driven culture using KPIs and dashboards such as Tableau or equivalent.
Ability to communicate strategy and recommendations to senior stakeholders through clear, compelling presentations.
Ability to travel 4–6 times a year to College Board offices or on College Board business.
Passion for expanding educational and career opportunities and mission-driven work.
Curiosity about emerging technologies, willingness to experiment with and adopt AI-driven solutions, and ability to learn and apply digital tools independently.
Clear and concise written and verbal communication skills.
Learner’s mindset and commitment to growth, diverse perspectives, respectful feedback, and continuous improvement.
Drive for impact and excellence, including solving complex problems, making data-informed decisions, and prioritizing effectively.
Collaborative and empathetic approach to working across differences, fostering trust, and contributing to shared success.
Authorization to work in the United States.

Nice To Haves

Advanced degree.
Experience applying automation or AI to case, customer service, or workflow processes.

Responsibilities

Own the performance of post-administration resolution for incident reports, irregularities, complaints, score holds, and score verifications, ensuring accurate and timely outcomes.
Set Resolve’s multi-year strategy for moving from manual case handling to automated, insight-driven operations and secure the resources needed to deliver it.
Design and evolve an operating model that can scale with case volume and complexity.
Partner with ADO leadership to align resolution strategy with pre-administration and test-day operations.
Define KPIs and reporting that support process improvements and leadership visibility.
Represent Resolve’s strategy, performance, and risks to senior leaders across Operations, Technology, and Product.
Direct the evolution of Resolve’s systems, data, and workflows to surface actionable insights into test-administration anomalies.
Own the Resolve feature backlog by defining outcomes and acceptance criteria, prioritizing features with Product and Technology partners, and working with engineering teams to deliver them.
Drive adoption of automation and AI tools to improve processing speed and accuracy.
Translate case trends and root causes into upstream fixes that prevent issues before test day.
Lead a team of 10 responsible for post-administration issue resolution.
Set team vision and priorities, guide the team through transformation, manage progress toward goals, and provide coaching and support.
Cultivate an inclusive, high-achieving team culture aligned with College Board’s Operating Principles and Manager Expectations.
Set standards for quality, speed, and consistency across Resolve’s work.
Build team data fluency so staff use trends and metrics to drive decisions.