Senior Director, Assessment Exceptions – Integrity

The College Board

. Lead the team responsible for resolving testing irregularities, incidents, and complaints for College Board assessments .

Posted 10/17/2026full-timeRemote • United StatesSenior💰 $104,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading teams through complex issue resolution and performance management, with a strong focus on automation and data-driven decision-making. Proficient in stakeholder communication and strategic vision development to enhance operational efficiency.

Highest-signal resume keywords

Team LeadershipProduct OwnershipSQL ProficiencySalesforce ExpertiseData-Driven Culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQL ProficiencyProduct OwnershipBusiness AnalysisProgram ManagementData AnalysisAutomation ImplementationKPI DefinitionFeature Backlog ManagementIncident ResolutionTest Administration

Soft Skills

Strategic LeadershipCollaborative ApproachClear CommunicationCoaching and DevelopmentCuriosity for Emerging Technologies

Tools & Technologies

SalesforceJIRATableauAI ToolsCRM Platforms

Industry Keywords

Higher EducationAssessment ManagementOperational ExcellenceStakeholder PartnershipsPerformance Improvement

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Lead the team responsible for resolving testing irregularities, incidents, and complaints for College Board assessments
Set the strategy and operating model for identifying, investigating, and resolving issues at scale
Manage a team of approximately 10 responsible for Resolve’s day-to-day execution
Own performance of post-administration issue resolution, including incident reports, irregularities, complaints, score holds, and score verifications
Move Resolve from manual case handling to automated, insight-driven operations
Design and evolve an operating model that scales with case volume and complexity
Align resolution strategy with pre-administration and test-day operations
Define KPIs and reporting for process improvement and leadership visibility
Represent Resolve strategy, performance, and risks to senior leaders
Direct the evolution of systems, data, and workflows to identify actionable insights into test-administration anomalies
Own and prioritize the Resolve feature backlog with Product and Technology partners
Define feature outcomes and acceptance criteria and work with engineering teams on delivery
Drive adoption of automation and AI tools to improve processing speed and accuracy
Translate case trends and root causes into upstream fixes
Set team vision and priorities, manage progress toward goals, and coach and support team members
Cultivate an inclusive, high-achieving team culture
Set standards for quality, speed, and consistency
Build team data fluency so staff use trends and metrics to drive decisions

Requirements

What you’ll need

10+ years of progressive experience leading teams and complex, high-stakes work
Experience in product ownership, business analysis, program or project management, or similar work translating business needs into features and outcomes
Bachelor’s degree in business, computer science, data science, operations, management, or another relevant field, or equivalent combination of education and experience
Ability to create vision and strategy, build stakeholder partnerships, and transform long-term outcomes
Strategic and inclusive leadership style
Ability to drive performance and growth through expectations, feedback, coaching, and development
Strong command of Salesforce or comparable CRM/case-management platform
Working proficiency in JIRA or similar feature-backlog tool
SQL proficiency for querying and validating operational and scoring-anomaly data
Experience building or scaling a data-driven culture using KPIs and dashboards such as Tableau
Ability to communicate strategy and recommendations to senior stakeholders
Experience applying automation or AI to case, customer service, or workflow processes is a plus
Ability to travel 4–6 times a year to College Board offices or on College Board business
Passion for expanding educational and career opportunities and mission-driven work
Curiosity and enthusiasm for emerging technologies and willingness to adopt AI-driven solutions
Clear and concise written and verbal communication skills
Learner’s mindset and commitment to growth
Drive for impact and excellence
Collaborative and empathetic approach
Authorization to work in the United States

Benefits

Comp & perks

Fully remote option for candidates near College Board offices, or hybrid work with Tuesdays and Wednesdays in office
Meaningful career and supportive team
Comprehensive compensation package
Fair and competitive compensation grounded in qualifications, experience, impact, and market data
Location-adjusted salaries
Transparent conversations about compensation and benefits
Opportunity to work for a self-sustaining nonprofit
Mission-driven work
Professional growth through coaching, feedback, and learning
Opportunity to work with emerging technologies and AI-driven solutions