About the Team The Operations Division is focused on leading the organization's transformation to support delivery of digital assessments. The division aims to provide a strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The -person Assessment Delivery department is a combination of sub-teams that support Test Administration Management, Supply Chain & Logistics, and Publications and Content Management. This role will be a part of a team, "Resolve” of the Test Administration Management team, that focuses on post-administration case management. 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. About the Opportunity As the Assistant Director of the Test Administration Resolve team, you will apply your superior case management skills and proactive outreach for mission-critical operational functions. You will be accountable for participating in cross-functional teams and managing relationships that drive consistent and dependable partnerships for delivery of our digital assessments. Additionally, you will be responsible for cultivating meaningful relationships that ultimately result in a positive, standardized experience for students and testing staff. In this role, you will work closely with members of the teams and other operational business partners to ensure that all customer service cases/matters are properly processed, handled, and resolved within a timely manner. For other educators and higher education partners, you ensure they have the access and support needed for online tools. You will be responsible for managing any escalated cases or procedural exceptions that occur between or within any of the external vendors or internal departments are resolved within the specified guidelines and policies of various internal departments. You have a knack for asking the right questions to pinpoint a customer's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges. In this role, you will: Manage Outreach & Communication (%) Be an expert in 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 (%) Provide case management updates on customer inquiries and trends both within 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 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 About Us We are a mission-driven not-for-profit organization that connects students to college success and opportunity. Founded in , we were created to expand access to higher education. Today, the membership association is made up of over , of the world's leading educational institutions and is dedicated to promoting excellence and equity in education. Each year, we help more than seven million students prepare for a successful transition to college through programs and services in college readiness and college success—including the SAT, the Advanced Placement Program, and BigFuture. The organization also serves the education community through research and advocacy on behalf of students, educators, and schools.