Senior Director, Test Administration Deliver (INTERNALS ENCOURAGED TO APPLY)

Senior Director, Test Administration Deliver

College Board - Operations

Location: This is a remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). All CB employees are required to occasionally travel to meet in person for business purposes.

Role Type: This is a full-time position

Preferred Application Deadline: Monday, November 30th. College Board offices will be closed November 26th – November 27th and December 25th – January 1st.

About the Team

College Board’s Operations division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually. The Operations team is also leading exciting work to advance customer experience using innovative solutions, products, and technology to enhance the end-to-end delivery of digital assessments and all aspects of customer support. Within Operations, the Assessment Delivery Operations (ADO) team is responsible for the successful execution of digital assessments like the SAT and Advanced Placement examinations, working closely with partners across College Board, the education sector, and beyond to improve testing technologies, customer experience, and outcomes. ADO’s Deliver function supports this work by ensuring a smooth test day experience for students, resolving issues in real-time so as many students as possible can complete testing as scheduled.

About the Opportunity

As the Senior Director, Test Administration Deliver, you will lead how College Board delivers test day for millions of students taking digital assessments like the SAT and AP Exams. You will own the operating model and severity framework that determine how test-day issues are detected, escalated, and contained in real time, so students and testing staff have a consistent experience even when things go wrong. Leading a team of five, you will turn test-day data into prevention, scale the work through tooling and automation, and shape test-day operations for College Board’s next-generation Bluebook platform. This role is highly visible and dynamic, working in real-time with your team to remove obstacles to testing for students around the globe.

In this role, you will:

Set Test-Day Strategy and Operating Model (30%)

• Own the test-day operating model for College Board’s digital assessments, including the standards for how issues are triaged, escalated, and communicated across SAT weekend, school-day, state, AP, and international administrations.

• Own the severity framework for test-day issues: declare severity, set response expectations for each level, and direct the response that follows.

• Facilitate high-stakes briefings with the Executive Leadership team on crisis response plans, presenting clear POV on cause, solutions, and how learnings will be integrated into continuous improvement efforts.

• Enhance change management framework as the pace and sophistication of threats to test day evolve and change.

• Extend the severity framework and escalation model beyond test day to support customers across the full school-year testing cycle.

• Set handoff standards with partner teams, transitioning issues to the Resolve team once irregularities are declared after test day.

• Lead test-day operational readiness for the next-generation Bluebook platform: define the requirements the platform must meet to support test day and ensure processes and the team are ready for the upcoming pilot.

• Own prioritization and resourcing decisions across the test-day portfolio, balancing administration volume, risk, and team capacity.

Lead Real-Time Test-Day Response (25%)

• Command and control in executive level settings for critical test day issues

• Set the standards for real-time monitoring of test administrations across global time zones, so disruptions are identified and contained quickly.

• Direct College Board’s coordinated customer response during test-day disruptions, aligning Customer Care, Technology, and program teams on a single course of action.

• Advise Operations leadership on emerging test-day risks and their implications, escalating critical issues with a recommended course of action.

• Set the direction for College Board’s test-day observation program so staff observations produce actionable insight into the testing experience.

Scale Through Data, Tooling, and Automation (20%)

• Set the roadmap for data, tooling, and automation across test-day monitoring, escalation, and reporting, so the team scales with administration volume.

• Secure Technology and Product commitment to the features that roadmap requires, representing customer needs in prioritization decisions.

• Establish early-warning measures that predict operational, technical, or external disruptions, and use them to shift the team from reactive response to prevention.

• Define test-day performance metrics and translate results into decisions on process, investment, and priorities.

Lead and Manage the Deliver Team (25%)

• Lead a high performing team of five that is responsible for real-time monitoring, escalation, and communication during test administrations.

• Set vision and priorities for the team, track and manage progress to goals, and provide coaching and support to ensure team members meet and exceed goals, remain engaged, and contribute meaningfully to our mission.

• Cultivate an inclusive and high-achieving culture that enables all team members to live out College Board’s Operating Principles effectively.

• Bring proven leadership experience and consistently embody College Board’s Manager Expectations in your work.

• Design the team’s structure and coverage model so response quality holds across time zones and peak administration windows.

• Build team capability in data, tooling, and AI-enabled workflows.

• Develop team members for high performance and build bench strength for future talent planning and succession needs.

About You

You have

• 10+ years of progressive operations and people leadership experience with expertise leading real-time, high-stakes operations (e.g., incident management, command-center, or other time-critical environments), including making and owning decisions under pressure

• A bachelor's degree in business (or related field) required, master's degree preferred

• A strategic and inclusive leadership style: you set clear priorities, build effective team structures, plan for future needs, and foster a culture of belonging.

• A proven ability to drive performance and growth through management: you set high expectations, deliver real-time, evidence-based feedback, and coach team members to take smart risks, stretch their skills, and achieve meaningful impact.

• Experience leading and developing an operations team, including setting team strategy, structure, and coverage.

• A track record of setting multi-year direction for an operations function and translating it into an executable roadmap.

• Experience setting direction for automation, tooling, or data infrastructure that measurably reduce manual effort or improve response.

• Fluency using data and dashboards to track performance, identify trends, and drive decisions. Experience with tools such as Slack, Jira, and Tableau is a plus.

• Experience influencing Technology and Product roadmaps and presenting strategy and risk to senior leaders.

• The ability to travel 4-6 times a year to College Board offices or on behalf of College Board business.

• This team provides on-call support during test administrations, which can include evenings and weekends due to international support and weekend administrations (9) throughout the year.

All roles at College Board require:

• A passion for expanding educational and career opportunities and mission-driven work

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.

• Clear and concise communication skills, written and verbal

• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.

• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.

• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success

• Authorization to work in the United States

About Our Process

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days.

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.

What We Offer

At College Board, we offer more than a paycheck- we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market.

A Thoughtful Approach to Compensation

• The hiring range for this role is $104,000–$160,000.

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board.

• We aim to make our best offer upfront, rooted in fairness, transparency, and market data.

• We adjust salaries by location to ensure fairness, no matter where you live.

You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more.

Originally posted on Himalayas