Associate Director, SSD Experience

Associate Director, SSD Experience 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   About the Team     The College Board Operations division manages the digital test delivery process for millions of students each year. Our Assessment Delivery Operations (ADO) team is primarily responsible for managing and overseeing the successful execution of digital assessments like the SAT and Advanced Placement examinations. Among its many responsibilities, ADO ensures that test sites meet security and network requirements, test proctors are credentialed and trained to administer tests consistently and fairly, students arrive on test day with the correct documents and testing materials, and that testing issues are promptly addressed. Our team plays a critical and essential role in the success of students and educators before, during, and after test day. And due to its   central role   in supporting   College   Board’s mission, ADO works closely with partners and stakeholders across   College   Board, the education sector, and beyond to shape and improve testing technologies, customer experience, and testing outcomes.   About the Opportunity      As the Associate Director of SSD Experience, you will apply your operational   expertise   to support the mission-critical functions that ensure accommodated testers have an inclusive and reliable testing experience. You will collaborate across cross-functional teams to   establish   the processes and practices that drive consistent, repeatable delivery of digital assessments for students with accommodations and the staff who support them.   In this role, you will serve as the operational integrator for the SSD Experience, translating product strategy and process improvements into scalable, real-world execution across testing programs. Working in close partnership with the SSD Experience Product Owner, you will ensure new capabilities, workflows, and policies are effectively operationalized—driving readiness, resolving friction points, and enabling consistent delivery. While the Product Owner defines the roadmap and prioritization, you will focus on ensuring those solutions work in practice,   identifying   gaps, and continuously improving the end-to-end operational experience.   In this role, you will:     Support Accommodation Management ( 5 0%)   Partner closely with the SSD Experience Product Owner to   identify   operational risks and support the implementation of solutions   impacting   accommodated testers    Collaborate with product owners and cross-functional teams to ensure SSD-related capabilities are effectively operationalized and adopted    Manage escalations related to misaligned, incorrect, or outdated SSD data, ensuring   timely   resolution and continuous improvement    Develop, refine, and   monitor   process flows to improve the accuracy, efficiency, and reliability of accommodation data across systems    Perform quality control measures to   maintain   service standards and   identify   opportunities to reduce defects, rework, and operational friction   Ensure successful operationalization of SSD-related product and process changes, including readiness planning, issue mitigation, and post-launch stabilization   Drive Operational Alignment and Communication (2 5 %)   Work across Assessment Delivery teams to assess systems, platforms, and processes supporting digital test administration for accommodated testers    Communicate operational insights, risks, and pain points to stakeholders to inform prioritization and decision-making    Facilitate cross-team collaboration to align on process improvements and ensure consistent execution across programs    Use data and operational insights to inform and support recommendations for process and system enhancements that reduce manual workarounds and improve scalability   Lead Continuous Improvement and Operational Readiness ( 25 %)   Define operational requirements and partner with stakeholders to support the development and implementation of metrics that   monitor   SSD performance and readiness    Incorporate stakeholder and operational feedback to drive improvements in service delivery, including support for accommodations requiring paper testing    Support the operational readiness and adoption of new processes, tools, and capabilities, ensuring teams are equipped to execute effectively   About You     You have:   A proven ability to build relationships and collaborate with a team     The ability to orient to the end user and deeply understand their issues and needs    Adept problem-solving skills, including using data to inform decisions and actions       Strong organizational skills with a predisposition toward action and production of results and outcomes     Proficiency   in Microsoft Office applications   At least three to five years of experience working as an analyst or   project   manager in a professional setting    Strong knowledge of operations management practices (e.g., business process design and improvement, forecasting and capacity planning)    Excellent communication and stakeholder management skills, with the ability to influence senior leaders and drive organizational change.   A bachelor’s or master’s degree in business or an equivalent field   preferred     Experience working with digital platforms, customer support systems, or operational tools in an education, technology, or service-based industry is a plus.   The ability to travel   4-6   times a year to College Board offices or on behalf of College Board business .   All roles at College Board require:   A passion for expanding educat