Senior Product Operations Coordinator

About the Organization

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through renowned assessments including TOEFL®, TOEIC®, GRE®, and Praxis® tests, serving millions of learners in over 200 countries and territories. Through strategic acquisitions (PSI, Edusoft, Kira Talent, Pipplet, Vericant, Wheebox), we've expanded our capabilities in workforce assessment and educational technology. ETS partners with institutions, governments, and organizations globally to promote skill proficiency and empower upward mobility. With offices across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually.

About the Role

The Senior Product Operations Coordinator will plan, coordinate, and execute day-to-day scoring and reporting operational processes and product management activities supporting scoring services for HiSET, GRE, Kira Talent, Praxis, TOEFL, TOEIC, AP, and K-12 programs. This role is part of a shared services team contributing to cross-program and cross-divisional initiatives, primarily assigned to AP and HiSET scoring operations.

The ideal candidate has demonstrated experience supporting high-stakes assessment scoring operations, with strong expertise in business analytics and a working understanding of AI/ML techniques as they apply to scoring quality, operational efficiency, and process improvement.

Responsibilities

• Scoring and Reporting Services:
  • Conduct constructed response scoring labor capacity planning, rater scheduling, monitoring, and payroll processing for all constructed response programs and Kira Talent reviewer services clients.
  • Monitor ONE (or other scoring platforms) and Rater Management System to maintain necessary scoring staff levels.
  • Assist in creating Standard Operating Procedures for training sets and session materials available on the S&R Ops SharePoint site.
  • Meet scoring milestones and provide operational business insights.
  • Use scheduling, scoring applications, and basic office tools (data models, reporting dashboards) to support constructed response scoring tasks.
  • Monitor scoring activities during weekends, evenings, and holidays as needed.
  • AP Reading Role (as assigned):
    • Manage a portfolio of AP subjects and a team of AP Readers during the AP Reading scoring event if placed in the subject coordinator role.
    • Manage a team of subject coordinators across multiple subjects during the AP Reading event if placed in the site lead role.
    • Travel domestically or internationally to support scoring activities for up to 3 weeks continuously.
    • Work weekends and evenings as required.
• Operational Scoring Services:
  • Identify and resolve test record issues to enable on-time scoring and reporting.
  • Capacity Planning and Management:
    • Plan and organize assigned resolution functions using provided project plans, including calculating required agency staff and space needs with minimal supervision.
    • Manage communications plans and schedules with other ETS departments and business units.
    • Create and use MS Office tools to document processes and manage cases for assigned programs.
    • Train on and use systems required for resolution and scoring & reporting functions (e.g., IMS, ONE, eSKM, TOMS, IDMS, EREG).
    • Monitor program and team schedules to maintain productivity and meet internal, scoring, and reporting SLAs.
• Contract/SLA Fulfillment:
  • Provide status updates on day-to-day operations.
  • Solve problems proactively and independently; escalate issues when necessary.
  • Execute against SLAs and KPIs under the guidance of Product Operations Management.
• Financial Management and Data Analytics:
  • Understand cost drivers and the impact of tactical operations on product expenses (e.g., unit costs).
  • Support attainment of surplus targets by controlling expenses.
  • Gather and analyze data to develop actionable business insights for scoring services operational tasks.
  • Adhere to ethical standards and comply with applicable laws and regulations.

Qualifications

• MBA preferred, with a concentration in business analytics.
• Bachelor’s degree or equivalent combination of education and experience.
• 1-3 years of experience in assessment operations, administrative, or project management support.
• Experience with high-stakes assessment scoring operations is highly preferred.

Skills

• Ability to work with cross-functional teams.
• Deep understanding of SLAs and KPIs; ability to provide status updates on day-to-day operations.
• Demonstrated understanding of product operations and client services.
• Effective escalation skills when faced with uncertainty or lack of data.

Benefits

• Opportunities to join Business Resource Groups (BRGs) for career growth and learning.
• Up to 8 hours of additional PTO for volunteer work on causes important to you.

Pay

The base salary range represents the low and high end of the anticipated salary for this position. The actual base pay offered will consider internal equity and may vary based on the candidate's geographic region, job-related knowledge, skills, and experience. The base pay is one aspect of the Total Rewards Package offered to the successful candidate.