Senior Operations Manager for Education Technology

hace 1 semana


San Juan, San Juan, Puerto Rico College Board A tiempo completo
About the Opportunity

As a Senior Operations Manager for Education Technology at College Board, you will play a critical role in shaping the customer experience and driving culture across our organization. You will lead the overall test registration, administration, and security processes for all testing in our region, ensuring exceptional customer support and upholding the integrity of our test security policies.

Key Responsibilities
  • Test Registration & Administration (60%)
  1. Supervise test registration and administration activities for the calendar of test administrations in Puerto Rico and Latin America, including providing customer support through effective management of our call-center and other communication channels.
  2. Define and develop our digital testing protocols and processes as we continue our shift towards digital test delivery across the region.
  3. Stay abreast of the Americans with Disabilities Act (ADA) and ensure that students are provided proper accommodation and that all customers are treated fairly.
  4. Execute timely annual work plans, including performance objectives, and manage all unit activities within the annual budget.
  5. 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.
  6. 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%)
  1. 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.
  2. Work closely with other College Board units to troubleshoot any testing irregularities that require mitigation and communicate with internal and external stakeholders accordingly.
  3. Communicate test administration policies, updates, and guidelines to internal and external stakeholders.
Team Management (20%)
  1. Effectively manage 7 direct reports to ensure they are engaged and working effectively toward accomplishing goals.
  2. 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

We are looking for a strong leader with excellent verbal and written communication skills, capable of facilitating meetings and presenting to groups of 15+ virtually and in-person. You should have a passion for supporting educational and career opportunities for students and their families, with a client service orientation and strong interpersonal and consultative skills for building relationships, managing stakeholders, and influencing consensus.

You should also have experience managing third-party resources and vendors, be digitally savvy with an understanding of digital products, services, and online communication dynamics, and possess proficient problem-solving skills, using data to inform decisions.

A Bachelor's degree is required; preferred in engineering, operations, or related discipline. Fluency in English and Spanish, both written and verbal, is a must.


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