Senior Director, Assessment Exceptions & Integrity

Senior Director, Assessment Exceptions & Integrity

Operations, Assessment Delivery 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.

Type: This is a full-time position

About the Team

College Board’s Operations division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually. The Operations team is also leading exciting work to advance customer experience using innovative solutions, products, and technology to enhance the end-to-end delivery of digital assessments and all aspects of customer support. Within Operations, the Assessment Delivery Operations (ADO) team is responsible for the successful execution of digital assessments like the SAT and Advanced Placement examinations, working closely with partners across College Board, the education sector, and beyond to improve testing technologies, customer experience, and outcomes. The Resolve team serves as trusted experts in post-administration issue resolution for SAT and AP assessments, ensuring issues reported by educators and students are resolved efficiently, protecting the integrity of our assessments and the validity of student scores.

About the Opportunity

As Senior Director, Assessment Exceptions & Integrity, you will lead the team that resolves testing irregularities, incidents, and complaints for College Board assessments, protecting the integrity of our assessments and ensuring every student tests on a level playing field. You will set the strategy and operating model for how issues are identified, investigated, and resolved at scale, leading the shift from manual case handling to automated, insight-driven operations. You will directly manage a team of ~10 that owns Resolve’s day-to-day execution, building the habits and infrastructure to turn case trends, operational metrics, and root-cause findings into action. Partnering closely with Deliver, Technology, and Product leaders, you will drive the improvements that prevent issues before test day.

In this role, you will:

Set Resolve Strategy and Performance (40%)

Own the performance of post-administration issue resolution for College Board assessments, ensuring incident reports, irregularities, complaints, score holds, and score verifications are resolved accurately and on time

Set Resolve’s multi-year strategy for moving from manual case handling to automated, insight-driven operations, and secure the resources to deliver it

Design and evolve an operating model that scales with case volume and complexity

Partner with ADO leadership to align resolution strategy with pre-admin and test day operations, closing gaps between how issues occur and how they’re resolved

Define the KPIs and reporting that drive process improvements and leadership visibility

Represent Resolve’s strategy, performance, and risks to senior leaders across Operations, Technology, and Product

Lead Digital and AI-Enabled Transformation (35%)

Direct the evolution of Resolve’s systems, data, and workflows to surface actionable insights into test administration anomalies

Own the Resolve feature backlog: define outcomes and acceptance criteria, prioritize the features that advance Resolve’s efficiency and capability with Product and Technology partners, and work with engineering teams to deliver.

Drive adoption of automation and AI tools that measurably improve processing speed and accuracy

Translate case trends and root causes into upstream fixes that prevent issues before test day

Lead and Manage the Resolve Team (25%)

Lead a team of 10 that is responsible for post-administration issue resolution for College Board assessments

Set vision and priorities for the team, guide them through transformation, track and manage progress to goals, and provide coaching and support to ensure team members meet and exceed goals, remain engaged, and contribute meaningfully to our mission

Cultivate an inclusive and high-achieving culture that enables all team members to live out College Board’s Operating Principles effectively

Bring proven leadership experience and consistently embody College Board’s Manager Expectations in your work

Set standards for quality, speed, and consistency across Resolve’s work

Build team data fluency and proficiency so staff use trends and metrics to drive decisions

About You

You have

10+ years of progressive experience leading teams and complex, high-stakes work, preferably in support of a digital platform, user success, or issue management work

Experience in product ownership, business analysis, program or project management, or a similar role translating business needs into features and outcomes

Bachelor’s degree in business, computer science, data science, operations, management (or other relevant field) or equivalent combination of education and experience; advanced degree a plus

Demonstrated ability to create a compelling vision and strategy for teams and functions, cultivating winning partnerships with stakeholders, and transforming long-term outcomes by adapting to changing needs and sustaining day-to-day results

A strategic and inclusive leadership style: you set clear priorities, build effective team structures, lead teams through change, plan for future needs, and foster a culture of belonging.

A proven ability to drive performance and growth: you set high expectations, deliver real-time, evidence-based feedback, and coach team members to take smart risks, stretch their skills, and achieve meaningful impact.

Strong command of Salesforce (or comparable CRM/case-management platform) as a system of record for case intake, tracking, and resolution workflows at volume

Working proficiency in JIRA (or similar) to manage and prioritize a feature backlog with Product/Technology stakeholders, and SQL proficiency to independently query and validate data for operational and scoring-anomaly investigations

Proven experience building or scaling a data-driven culture, using KPIs and dashboards (Tableau or equivalent) to make continuous improvement systemic

Comfort communicating strategy and recommendations to senior stakeholders through clear, compelling presentations

Experience applying automation or AI to case, customer service, or workflow processes 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 educational and career opportunities and mission-driven work

Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.

Clear and concise communication skills, written and verbal

A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.

A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.

A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success

Authorization to work in the United States

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 int