Assistant Director, Test Administration (100% Remote)

Our Customer is a mission-driven not-for-profit organization that connects students to college success and opportunity. Founded in 1900, they were created to expand access to higher education. Today, the membership association is made up of over 6,000 of the world’s leading educational institutions and is dedicated to promoting excellence and equity in education. Each year, our Customer helps more than seven million students prepare for a successful transition to college through programs and services in college readiness and college success—including the SAT, the Advanced Placement Program, and BigFuture. The organization also serves the education community through research and advocacy on behalf of students, educators, and schools.

We are seeking an Assistant Director, Test Administration on a contract basis to help support our Customer’s business needs. This role is 100% remote.

In this role, 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 the delivery of 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 the Assistant Director 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 in a timely manner. For other educators and higher education partners, you ensure they have the 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, and are resolved within the specified guidelines and policies of various internal departments. You have a knack for asking the right questions to pinpoint a customer's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges.

Responsibilities:

Manage Outreach & Communication (70%)

• Serve as an expert in policies and processes that impact customers, as well as operational procedures necessary to resolve customer inquiries.
• Manage cases for post-administration matters in alignment with service level agreements (SLAs).
• Maintain and strengthen customer relationships to ensure the timely resolution of cases.
• 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 internally and externally.
• Use data to support voice-of-the-customer initiatives and drive continuous improvement for an optimal customer experience.
• Manage additional projects related to digital transformation and organizational method changes.

Qualifications

• 3-5 years of experience
• Strong organizational and prioritization skills, with the ability to manage multiple projects simultaneously as a leader, independently, and within a team.
• Strong problem-solving skills, including the ability to use data to inform decisions and actions.
• Proven ability to build and manage customer relationships.
• Proficiency in Microsoft Office tools, including PowerPoint, Word, and Excel.
• Experience leading and resolving complex customer issues.
• Experience providing high-quality support while managing cases within SLAs and handling escalations as needed.
• Ability to collaborate effectively and provide guidance to team members on complex cases.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.