Senior Director, Test Center Strategy & Experience

About the Role

Key Responsibilities

• 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 when traditional centers are insufficient.
• 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.
• Lead cross-functional efforts to ensure a holistic customer-focused test center experience, working with stakeholders across College Readiness Assessments, Finance, Higher Ed, State & District Partnerships, Customer Experience, and Product teams.
• Champion the voice of the customer using data to inform experience improvements and operational priorities.
• Manage a team responsible for developing and implementing customer-centric process improvements across digital and non-digital testing operations.
• Monitor key process metrics to assess strategic results and help staff navigate technology, digital, and programmatic stakeholders in addressing operational issues.
• Drive accountability for customer outcomes and needs across operational processes to ensure optimal results for educators, students, and stakeholders.

Requirements

• 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 is strongly preferred.
• Experience performing robust data analysis using various analytic tools to assess performance, identify challenges, and inform decision-making.
• Ability to thrive in a fast-paced, high-stakes, and dynamic environment and lead through change.
• Strong strategic thinking skills to connect dots, capture opportunities, navigate ambiguity, and adapt plans quickly.
• Experience overcoming organizational rigidity to improve business outcomes, managing diverse stakeholders, and working with technical and non-technical staff.
• Experience leading successful high-visibility and high-impact projects.
• A bachelor's or master's degree in business, engineering, or a similar field.
• Must be able to travel at least 6-8 times per year.
• Authorized to work in the US.

Nice to Have

• Proficiency in Microsoft Suite tools or willingness to learn.
• Curiosity and enthusiasm for emerging technologies, particularly AI-driven solutions.
• A proactive approach to independently learning and applying new digital tools.

Qualifications

• Bachelor's or master's degree in business, engineering, or similar field.

Benefits & Perks

• Annual bonuses and opportunities for merit-based raises and promotions.
• A mission-driven workplace where your impact matters.
• A team that invests in your development and success.
• Competitive salary rooted in experience, impact, and market data.
• Comprehensive benefits package.