Associate Director, SSD Experience

Commute

Remote

About the role

The Associate Director, SSD Experience is responsible for enhancing the testing experience for students requiring accommodations. This role involves designing and optimizing scalable operational processes, acting as a key connector between product teams, operations groups, and stakeholders, and driving improvements through data and process expertise.

Responsibilities

• Lead operational initiatives to improve accessibility, reliability, and efficiency for accommodated testing experiences.
• Partner with product leaders and cross-functional teams to operationalize new capabilities, workflows, and policies supporting accommodated testers.
• Identify operational risks, resolve escalations, and improve processes related to accommodation data accuracy and system performance.
• Develop, refine, and monitor business processes that increase efficiency, reduce errors, and improve service delivery.
• Establish quality control practices to maintain operational standards and minimize defects, rework, and manual workarounds.
• Analyze operational data and stakeholder feedback to identify improvement opportunities and provide actionable recommendations.
• Collaborate with assessment delivery teams to align systems, platforms, and procedures supporting digital testing experiences.
• Define operational requirements and support the development of performance metrics to measure readiness and success.
• Facilitate communication across teams, ensuring alignment on priorities, risks, and continuous improvement initiatives.

Requirements

• 3-5 years of experience working as an analyst, project manager, operations specialist, or in a similar professional role.
• Bachelor’s or master’s degree in business or a related field preferred.
• Strong knowledge of operations management practices, including process design, optimization, forecasting, and capacity planning.
• Proven ability to use data and insights to guide decisions and improve outcomes.
• Experience managing cross-functional projects and collaborating with diverse stakeholder groups.
• Strong organizational skills with the ability to prioritize initiatives and deliver measurable results.
• Excellent written and verbal communication skills with the ability to influence senior leaders.
• Experience working with digital platforms, customer support systems, or operational tools preferred.
• Able to understand end-user needs and translate feedback into practical improvements.
• Proficiency with Microsoft Office applications.
• Comfortable learning and applying new digital tools, including AI-powered solutions.
• Able to travel approximately 4-6 times per year for business needs.

Benefits

• Competitive salary range of approximately $56,000-$95,000, based on location, experience, and qualifications.
• Fully remote work environment, with hybrid options available for employees near company offices.
• Comprehensive benefits package including medical, dental, vision, life insurance, and retirement benefits.
• Opportunities for annual bonuses, merit-based raises, and career advancement.
• Mission-driven workplace focused on expanding educational and career opportunities.
• Supportive team environment with investment in professional development and growth.
• Opportunities to work on impactful projects affecting millions of students and educators.
• Collaborative culture focused on innovation, inclusion, and continuous improvement.