Fast Facts

The College Board is seeking a Senior Director of Test Center Strategy & Experience to enhance the digital assessment process, focusing on improving customer experience for test candidates and implementing strategic initiatives for test centers.

Responsibilities: Lead the Customer Experience and Strategy team, manage operational strategies to enhance the testing process, advocate for customers, and ensure alignment with stakeholders.

Skills: Strong background in operational leadership, data analysis, strategic planning, and the ability to manage complex stakeholder environments, preferably in educational or digital sectors.

Qualifications: 10+ years of operational experience in high-stakes environments, proficiency in data analytics, and experience with customer service improvement strategies are preferred.

Location: This role is fully remote, but candidates near College Board offices can choose hybrid work options.

Compensation: $104000 - $175000 / Annually

College Board – Operations 

Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). 

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 Senior Director, Test Center Experience and Strategy, you will lead and manage ADO’s Customer Experience and Strategy team (CXS). As team manager, you will help your staff refine and improve customer experience across all phases of the testing process—from signup, to test day, to score release, and beyond. And your team’s strategic initiatives and projects will help adapt, simplify, and strengthen College Board’s testing processes to improve customer outcomes. 

In addition to your work leading the CXS team, you will be responsible for ensuring a seamless, reliable, and efficient customer experience across all of College Board’s test centers—including both traditional in school testing locations (i.e., within K-12 schools) and non-traditional centers (e.g., higher education and convention centers). You will develop new approaches for recruiting, registering, and renewing test centers. And you’ll draw insights from data, identify new customer needs, and shape the development of the digital systems used by and to support test centers to improve the experience of the test center staff who work with us. You will also be responsible for identifying and implementing cost-optimization strategies, including the strategic use of commercial testing centers in metro areas (MSAs) when traditional sites cannot meet demand. 

This position will allow you to create work at a truly global scale. And the improvements your work creates will save time-strapped educators countless hours and reduce testing barriers for hundreds of thousands of students each year. 

In this role, you will: 

Operational Strategy & Experience Design (30%) 

• Lead initiatives that shape the end-to-end test center experience, strategic planning, communications, and process execution to ensure seamless delivery and strong alignment with student and educator needs. 
• Develop options for sustainably meeting test center recruitment & retention goals based on data, program needs, and other factors. 
• Identify and implement cost-optimization strategies, including targeted use of commercial centers in metro areas (MSAs) when traditional centers are insufficient to meet demand. 
• Monitor and provide leadership with regular updates on the test center experience, including recruitment, retention, readiness, related incentive programs, and related trends, risks, and intervention options. 
• Design and implement integrated strategies that expand seat capacity, simplify student and staff experience, and optimize operations at traditional SAT weekend test centers and commercial sites. 
• Collaborate with senior stakeholders across the organization to ensure test center experience priorities are clearly defined, championed, and delivered with excellence. 

Cross-Functional Leadership and Customer Advocacy (20%) 

• Lead cross-functional efforts to ensure a holistic customer-focused test center experience, collaborating with stakeholders across College Readiness Assessments (CRA), Finance, Higher Ed, State & District Partnerships (SDP), Customer Experience, and Product teams. 
• Champion the voice of the customer using data to inform experience improvements and operational priorities. 
• Manage stakeholders to align on experience design, test center operations, and test center demand. 
• Advocate for test center process improvements that meet or exceed customer needs and programmatic goals. 

Team Management (50%) 

• Manage team responsible for developing & implementing customer-centric process improvements across digital and non-digital testing operations. 
• Deconflict, align, and guide persona-specific strategies between team members to ensure timely socialization with stakeholders and efficient implementation. 
• Monitor key process metrics to assess strategic results and help staff navigate technology, digital, and programmatic stakeholders in addressing emergent or unanticipated operational issues. 
• Drive accountability for customer outcomes and needs across operational processes, in close partnership with Ops leadership and your team, to ensure optimal results for educators, students, and stakeholders. 

About you, you have: 

• 10+ years of experience leading complex operational functions, with a strong track record of managing end-to-end service or delivery processes in high-stakes environments. 
• Experience in education, digital operations, e-commerce, or similar sectors strongly preferred. 
• Experience performing robust data analysis, using a variety of analytic tools, to assess performance, identify challenges, shape understanding, and inform the decision-making of others. 
• An ability thrive in a fast-paced, high-stakes, and dynamic environment and lead through change. 
• Strong strategic thinking skills that allow you to connect the dots, capture opportunities, navigate ambiguity, and quickly adapt your plans when confronted with new information. 
• Experience overcoming organizational rigidity to improve business outcomes, managing diverse stakeholders, and working with technical and non-technical staff & partners. 
• Experience leading successful high-visibility and high-impact projects. 
• A bachelor’s or master’s degree in business, engineering, or similar field. 
• Must be able to travel at least 6-8 times per /year 
• You are authorized to work in the US 

For all roles at College Board: 

We are seeking individuals who are passionate about expanding educational and career opportunities and committed to mission-driven work. Candidates must be authorized to work in the United States for any employer and should possess clear and concise communication skills, both written and verbal. Proficiency in Microsoft Suite tools is preferred, though a willingness to learn is equally valued. We look for those with curiosity and enthusiasm for emerging technologies, particularly AI-driven solutions, and a proactive approach to independently learning and applying new digital tools. Most importantly, applicants should demonstrate the skills and mindsets aligned with College Board’s Operating Principles, reflecting a commitment to continuous growth, collaboration, and impact, notably: 

• A commitment to candid, timely, respectful feedback  
• A learner orientation and an openness to ideas and diverse perspectives 
• The ability to push for excellence through data-informed decision-making, iterative learning, external benchmarking and user-inputs 
• Strong problem-solving skills, including the ability to break down complex issues and identify clear paths forward 
• A track record of prioritizing high-impact work, simplifying complexity, taking initiative, and making decisions quickly with clarity of purpose 
• A habit of collaborating across differences, practicing empathy, and contributing to a culture of trust and shared success 

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, a panel interview, a conversation with leadership and reference checks.  

What We Offer 

At College Board, we offer more than just 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-$175,000. 
• 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. 

#LI-TheAcorn 

#LI-Remote