Director, Operations
hace 3 meses
College Board – Global Strategy & Talent, Puerto Rico & Latin American Office (PRLAO)
Location: Onsite Monday (and some Saturdays) – Friday inGuaynabo, P.R.
Type: This is a full-time, permanent, salariedposition
About the Team
The Test Administration Team at the College Board is a close-knit, dedicated group of seven people who are passionate about providing students, parents, and educators with the best user experience possible. Our team is committed to delivering exceptional customer support for administering Spanish-language tests to hundreds of thousands of students across Puerto Rico and the rest of Latin America. We take pride in our industry-leading innovations, continually enhancing our student registration services and testing protocols. Our team members work closely with broader College Board teams to ensure the highest quality experience and uphold the integrity of our test security policies. Additionally, we collaborate with various external vendors to support our products and customers.
About the Opportunity
As our Director of Test Administration, you will manage the overall test registration, administration, and security processes for all testing in our region. You will shape the customer experience, drive culture across College Board units, and collaborate with division leaders. Your strong leadership and problem-solving skills, coupled with a client service orientation, will ensure the team's success. You will leverage your expertise in digital technology innovations, bilingual (English/Spanish) communication skills, and your ability to build relationships that influence and help to achieve strategic goals. Your impact will beevident as your team thrives and people develop, engage, and succeed due to the strategies you design and implement.
In this role, you will:
Test Registration & Administration (60%)
Supervise test registration and administration activities for the calendar of test administrations in Puerto Rico and Latin America, including providingcustomer support through effective management of our call-center and other communication channels.Define and develop our digital testing protocols and processes as we continue our shift towards digital test delivery across the region.Stay abreast of the Americans with Disabilities Act (ADA) and ensure that students are provided proper accommodation and that all customers are treated fairly.Execute timely annual work plans, including performance objectives, and manage all unit activities within the annual budget.Work with extended team of external testing supervisors, coordinators, and proctors by providing ongoing training to ensure compliance with testing protocols, manage the contracting process with support from the finance team, and maintain strong relationships with external vendors.Manage technology-based systems that enhance customer support and improve the overall testing experience (i.e., call center, helpdesk, irregularity & reconciliation reporting, etc.).Strategy & Communication (20%)
Craft a compelling vision and strategic plan grounded in evidence for how College Board will ensure an engaging, inclusive experience for all customers, during test registration and administration activities for both paper and digital testing.Work closely with other College Board units to troubleshoot any testing irregularities that require mitigation and communicate with internal and external stakeholders accordingly.Communicate test administration policies, updates, and guidelines to internal and external stakeholders.Team Management (20%)
Effectively manage 7 direct reports to ensure they are engaged and working effectively toward accomplishing goals.Re-envision our approach to performance management to ensure all employees have clear direction in their roles and receive timely and productive feedback.
About you, you have:
Strong leadership skills with the ability to set vision, able to direct teams of 5+ to achieve goals.Excellent verbal and written communication skills, capable of facilitating meetings and presenting to groups of 15+ virtually and in-person. Passion for supporting educational and career opportunities for students and their families. 5+ years of client service orientation, with strong interpersonal and consultative skills for building relationships, managing stakeholders, and influencing consensus.Experience managing third-party resources and vendors. Digitally savvy with an understanding of digital products, services, and online communication dynamics.Proficient problem-solving skills, using data to inform decisions.Proven ability to build relationships and influence action.Knowledge of emerging legal trends and best practices.Proficient in PowerPoint, Word, Excel, and MS Project.Bachelor's degree required; preferred in engineering, operations, or related discipline.Ability to travel within Puerto Rico and to selected Latin American institutions (approx. 3 times per year).Fluency in English and Spanish, both written and verbal.About Our Process
Application review will begin immediately and will continue until the position is filledWhile the hiring process may vary, it generally includes resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-weekprocess.About Our Benefits & Compensation
College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.
The hiring range for a new employee in this position is $53,000 to $73,000.
College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.
Your salary is only one part of all that College Board offers, including but not limited to:
A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, paid time off, tuition assistance, retirement benefits, and more.Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility.A job that matters, a team that cares, and a place to learn, innovate and thrive.You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.
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 prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard.We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women’s Impact Network). We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals.We know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizations. #LI-TheAcorn
#LI-Onsite
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