Assistant Director, Test Administration (Max $30/hr W2)

Education

Team – Test Administration, Resolve - this team handles post-test admin issues, complaints, etc. and creates cases in Salesforce, follows remedial paths to resolution and communicates with all parties (student/parent - test center - internal stakeholders).
Profile: this is ideal for someone who has solid problem solving, customer service and analytical abilities; must have  salesforce experience, and strong preference for candidates with education experience and bonus if exposure to the testing environment.

In this role, you will: 

Manage Outreach & Communication (70%) 

• Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
• Manage cases for post-administration matters that meet service level agreements.
• Manage customer relationships to ensure all cases are resolved in a timely manner
• 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 within Client and externally with customers
• Use data to provide inputs to the voice of the customer initiative helping to drive continuous data-based improvement for an optimal customer experience
• Manage other self-assigned projects that arise through digital transformation and organizational method changes

About You  

You have: 

• Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the team   
• Adept problem-solving skills, including using data to inform decisions and actions   
• Proven ability to build and manage customer relationships  
• Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel
• Experience leading and navigating complex customer issues and resolving those cases
• Experience providing high quality support while managing assigned cases within service level agreements and managing escalations as needed
• The ability to collaborate and provide guidance to teammates on complex cases

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 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 offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time

All your information will be kept confidential according to EEO guidelines.