Assistant Director, Test Administration

TALENT Software Services; Great Falls Crossing (VA); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Transparent promotions and merit raises

Annual performance-based bonuses

Career growth opportunities

Job summary

A nonprofit education organization is looking for an Assistant Director to manage customer relationships and operational functions within the Test Administration Resolve team. This role requires strong organization, problem-solving skills, and adeptness in handling complex customer cases, ensuring a positive experience for students and educators. The ideal candidate has experience with policy impact on operations and is proficient in Microsoft Office tools.

Qualifications

• Proven ability to move multiple projects forward independently and as a team member.
• Experience providing high quality support while managing assigned cases within service level agreements.
• Ability to collaborate and guide teammates on complex cases.

Responsibilities

• Be an expert in policy and processes impacting customers.
• Manage customer relationships to ensure timely resolution of cases.
• Provide case management updates and manage special projects.

Skills

Strong organization and prioritization skills

Adept problem-solving skills

Proven ability to build and manage customer relationships

Knowledge of Microsoft Office tools

Experience in resolving complex customer issues

Tools

Microsoft PowerPoint

Microsoft Word

Microsoft Excel

Job description

3 weeks ago Be among the first 25 applicants

About The Team The Operations Division is focused on leading the organization's transformation to support delivery of digital assessments. The division aims to provide a strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 70-person Assessment Delivery department is a combination of sub-teams that support Test Administration Management, Supply Chain & Logistics, and Publications and Content Management. This role will be a part of a team, "Resolve” of the Test Administration Management team, that focuses on post-administration case management.

About The Opportunity As the Assistant Director of the Test Administration Resolve team, you will apply your superior case management skills and proactive outreach for mission-critical operational functions. You will be accountable for participating in cross-functional teams and managing relationships that drive consistent and dependable partnerships for delivery of our digital assessments. Additionally, you will be responsible for cultivating meaningful relationships that ultimately result in a positive, standardized experience for students and testing staff. In this role, you will work closely with members of the teams and other operational business partners to ensure that all customer service cases/matters are properly processed, handled, and resolved within a timely manner. You will also ensure external educators and higher education partners have access and support needed for online tools. You will be responsible for managing any escalated cases or procedural exceptions that occur between or within any of the external vendors or internal departments, resolved within the specified guidelines and policies. You have a knack for asking the right questions to pinpoint a customer\'s needs and for guiding customers to the policies and resources needed to resolve their questions and challenges.

Responsibilities

• Manage Outreach & Communication (70%)
• Be an expert in policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
• Manage cases for post-administration matters that meet service level agreements
• Manage customer relationships to ensure all cases are resolved in a timely manner
• Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms
• Complete Special Projects (30%)
• Provide case management updates on customer inquiries and trends both within and externally with customers
• Use data to provide inputs to the voice of the customer initiative helping to drive continuous data-based improvement for an optimal customer experience
• Manage other self-assigned projects that arise through digital transformation and organizational method changes

About You

• Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the team
• Adept problem-solving skills, including using data to inform decisions and actions
• Proven ability to build and manage customer relationships
• Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel
• Experience leading and navigating complex customer issues and resolving those cases
• Experience providing high quality support while managing assigned cases within service level agreements and managing escalations as needed
• The ability to collaborate and provide guidance to teammates on complex cases

About Our Culture

• Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:
• We are motivated to positively impact the educational and career trajectories of millions of students a year
• We welcome staff to join any or all six of our affinity groups: ARISE, DIASPORA, Pride, Resilience, SALSA, and WIN
• We value learning and growth; we offer formal and informal ways to lead through your strengths, and meet development goals
• We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and career growth opportunities

About Us

We are a mission-driven not-for-profit organization that connects students to college success and opportunity. Founded in 1900, we were created to expand access to higher education. Today, the membership association is made up of over 6,000 educational institutions and is dedicated to promoting excellence and equity in education. Each year, we help more than seven million students prepare for a successful transition to college through programs in college readiness and college success—including SAT, AP, and BigFuture. The organization also serves the education community through research and advocacy on behalf of students, educators, and schools.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting

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Final note: This description has been refined to remove clutter and present the core responsibilities and qualifications in a structured format.