K12 Delivery Specialist

Ideal Candidate Profile

Seeking a K12 Delivery Specialist who will be responsible for supporting the implementation of a state's SAT and PSAT assessment program.

Job Duties & Responsibilities

• Provide Assessment Delivery Support (65%)
  • Serve as business contact between the schools and districts and internal Client teams to address and resolve exceptions and/or escalated cases.
  • Establish a strong relationship with SDP and other Client stakeholders.
  • Act as SAT and PSAT subject matter expert to provide guidance to district and school test coordinators.
  • Congduct 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 your 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.
  • Assist SDP District POC and your manager with risk and issue management.
  • Manage interactions with Tech Support, ADO Deliver, Services for Students with Disabilities, and Customer Engagement to ensure timely resolution of issues.
• Escalate issues to your manager or the SDP District POC as appropriate.
• Communicate formally and informally about the assessment(s) and its status to people within SDP and ADO teams.
• Conduct trainings and other "white glove” support on behalf of SDP and ADO.
• Develop Processes and Methods of Continuous Improvement (15%)
  • Identify patterns and trends in customer needs and propose solutions related to operational workarounds, field-level pinch points, and ideal approaches for delivering trainings and handling escalations.
  • Contribute to process recommendations and assist in implementing for future administrations.
• Perform ad-hoc duties or tasks as assigned.

Required Skills & Experience

• 3-5 years of related work experience in K-12 educational technology, training, assessment industry, and/or K-12 school/state/central office experience.
• 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 and improve, and continuously enhancing 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.