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 provid coachin