Senior Director, Assessment Exceptions – Integrity

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the team tasked with addressing testing irregularities, incidents, and complaints related to College Board assessments.

• Establish the strategy and operational framework for identifying, investigating, and rectifying issues on a large scale.

• Oversee a team of approximately 10 responsible for the daily execution of Resolve's operations.

• Take ownership of post-administration issue resolution, which includes managing incident reports, irregularities, complaints, score holds, and score verifications.

• Transition Resolve from manual case management to automated, insight-driven processes.

• Design and refine an operational model that can scale according to case volume and complexity.

• Align the resolution strategy with pre-administration and test-day operations.

• Define key performance indicators (KPIs) and reporting mechanisms for process improvement and visibility to leadership.

• Represent the strategy, performance, and risks of Resolve to senior leadership.

• Guide the evolution of systems, data, and workflows to uncover actionable insights related to test-administration anomalies.

• Manage and prioritize the Resolve feature backlog in collaboration with Product and Technology partners.

• Define expected outcomes and acceptance criteria for features, coordinating with engineering teams for delivery.

• Promote the adoption of automation and AI tools to enhance processing speed and accuracy.

• Translate case trends and root causes into proactive solutions.

• Establish team vision and priorities, monitor progress toward goals, and provide coaching and support to team members.

• Foster an inclusive, high-achieving team culture.

• Set standards for quality, speed, and consistency in operations.

• Enhance team data fluency, encouraging staff to utilize trends and metrics for decision-making.

⛳️ Requirements

• Over 10 years of progressive experience in leading teams and managing complex, high-stakes projects.

• Experience in product ownership, business analysis, program or project management, or similar roles that translate business needs into features and outcomes.

• Bachelor’s degree in business, computer science, data science, operations, management, or a related field, or an equivalent combination of education and experience.

• Proven ability to create a vision and strategy, develop stakeholder partnerships, and transform long-term outcomes.

• A strategic and inclusive leadership style.

• Capacity to drive performance and growth through expectations, feedback, coaching, and development.

• Proficient in Salesforce or a comparable CRM/case-management platform.

• Working knowledge of JIRA or a similar feature-backlog tool.

• SQL proficiency for querying and validating operational and scoring-anomaly data.

• Experience in building or scaling a data-driven culture using KPIs and dashboards like Tableau.

• Ability to effectively communicate strategy and recommendations to senior stakeholders.

• Experience utilizing automation or AI in case management, customer service, or workflow processes is advantageous.

• Willingness to travel 4–6 times a year to College Board offices or for College Board business.

• A passion for expanding educational and career opportunities and a commitment to mission-driven work.

• Curiosity and enthusiasm for emerging technologies, along with a readiness to adopt AI-driven solutions.

• Excellent written and verbal communication skills.

• A learner’s mindset and dedication to personal growth.

• A strong drive for impact and excellence.

• A collaborative and empathetic approach to teamwork.

• Authorization to work in the United States.

🏝️ Benefits

• Fully remote option available for candidates near College Board offices, or hybrid work arrangement with in-office days on Tuesdays and Wednesdays.

• A meaningful career within a supportive team environment.

• A comprehensive compensation package.

• Fair and competitive compensation based on qualifications, experience, impact, and market data.

• Location-adjusted salaries.

• Open discussions regarding compensation and benefits.

• Opportunity to contribute to a self-sustaining nonprofit organization.

• Engaging in mission-driven work.

• Professional development opportunities through coaching, feedback, and learning experiences.

• Chance to work with emerging technologies and AI-driven solutions.