Associate Director, SSD Experience

About the role

The role is a full-time position based remotely. Candidates can choose between fully remote or hybrid (Tuesday and Wednesday in office) work schedules. All CB employees must occasionally travel for work.

Responsibilities

• 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• Manage escalations related to misaligned, incorrect, or outdated SSD data, ensuring timely resolution and continuous improvement.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.
• Drive operational alignment and communication across Assessment Delivery teams, communicating operational insights, risks, and pain points to stakeholders.
• 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.
• 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.

Qualifications

• 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.

Skills

• 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.

Benefits

At College Board, we offer 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. Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board.

Pay

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.

Schedule

The role is a remote position. Candidates can choose between fully remote or hybrid (Tuesday and Wednesday in office) work schedules. All CB employees must occasionally travel for work.