Senior Director, Assessment Exceptions – Integrity

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $104k - $160k / year

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 0%

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The College Board

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1900

📚 Education

🤝 Non-profit

Education • Non-profit

The College Board is a mission-driven, not-for-profit organization dedicated to promoting excellence and equity in education. It connects students to college success and opportunity by supporting them in building essential skills for higher education and removing barriers to access. The College Board operates with a focus on respect, diversity, inclusion, and collaboration, with a diverse and dedicated team of professionals. Based in several locations across the United States, they strive to modernize operations and increase their digital footprint, supporting students and families nationwide.

📋 Description

• Lead the team responsible for resolving testing irregularities, incidents, and complaints for College Board assessments • Set the strategy and operating model for identifying, investigating, and resolving issues at scale • Manage a team of approximately 10 responsible for Resolve’s day-to-day execution • Own performance of post-administration issue resolution, including incident reports, irregularities, complaints, score holds, and score verifications • Move Resolve from manual case handling to automated, insight-driven operations • Design and evolve an operating model that scales with case volume and complexity • Align resolution strategy with pre-administration and test-day operations • Define KPIs and reporting for process improvement and leadership visibility • Represent Resolve strategy, performance, and risks to senior leaders • Direct the evolution of systems, data, and workflows to identify actionable insights into test-administration anomalies • Own and prioritize the Resolve feature backlog with Product and Technology partners • Define feature outcomes and acceptance criteria and work with engineering teams on delivery • Drive adoption of automation and AI tools to improve processing speed and accuracy • Translate case trends and root causes into upstream fixes • Set team vision and priorities, manage progress toward goals, and coach and support team members • Cultivate an inclusive, high-achieving team culture • Set standards for quality, speed, and consistency • Build team data fluency so staff use trends and metrics to drive decisions

🎯 Requirements

• 10+ years of progressive experience leading teams and complex, high-stakes work • Experience in product ownership, business analysis, program or project management, or similar work translating business needs into features and outcomes • Bachelor’s degree in business, computer science, data science, operations, management, or another relevant field, or equivalent combination of education and experience • Ability to create vision and strategy, build stakeholder partnerships, and transform long-term outcomes • Strategic and inclusive leadership style • Ability to drive performance and growth through expectations, feedback, coaching, and development • Strong command of Salesforce or comparable CRM/case-management platform • Working proficiency in JIRA or similar feature-backlog tool • SQL proficiency for querying and validating operational and scoring-anomaly data • Experience building or scaling a data-driven culture using KPIs and dashboards such as Tableau • Ability to communicate strategy and recommendations to senior stakeholders • Experience applying automation or AI to case, customer service, or workflow processes is a plus • Ability to travel 4–6 times a year to College Board offices or on College Board business • Passion for expanding educational and career opportunities and mission-driven work • Curiosity and enthusiasm for emerging technologies and willingness to adopt AI-driven solutions • Clear and concise written and verbal communication skills • Learner’s mindset and commitment to growth • Drive for impact and excellence • Collaborative and empathetic approach • Authorization to work in the United States

🏖️ Benefits

• Fully remote option for candidates near College Board offices, or hybrid work with Tuesdays and Wednesdays in office • Meaningful career and supportive team • Comprehensive compensation package • Fair and competitive compensation grounded in qualifications, experience, impact, and market data • Location-adjusted salaries • Transparent conversations about compensation and benefits • Opportunity to work for a self-sustaining nonprofit • Mission-driven work • Professional growth through coaching, feedback, and learning • Opportunity to work with emerging technologies and AI-driven solutions