Ideal Candidate Profile: Seeking a K12 Delivery Specialist who will be responsible for supporting implementation of a state's SAT and PSAT assessment program. Candidate will be an escalation point of contact for the state's district and school test coordinators as they prepare and then deliver their assessments. The K12 Delivery Specialist works closely with key ADO and Customer Experience partners to ensure a successful test administration at every eligible school in contract states. This includes providing trainings to district and school stakeholders and managing escalations from these stakeholders in a timely manner and within the specified guidelines for states as well as the policies of various internal departments.
Job Duties & Responsibilities
Provide Assessment Delivery Support (65%)
Serve as business contact between the schools and districts and internal Client teams to address and resolve exceptions and/or escalated cases.
Establish a strong relationship with SDP and other Client stakeholders.
Act as SAT and PSAT subject matter expert to provide guidance to district and school test coordinators.
Conduct proactive readiness outreach to prepare schools and districts for administering digital tests.
Act as a voice of the customer during policy, process, and solutioning discussions.
Lead and deliver all contractually required training sessions and remote office hours as needed with schools and districts.
Respond to district and school inquiries via email and phone, providing on-site support as needed. Escalate issues to your manager or the SDP District POC as appropriate.
Work within aggressive timelines and with extremely sensitive test administration-impacting cases.
Design and implement manual processes to implement workarounds for exceptions and edge cases, as needed.
Make recommendations to streamline or automate manual processes.
When necessary, provide manual support for data entry and exceptions.
Assist SDP District POC and your manager with risk and issue management.
Manage interactions with Tech Support, ADO Deliver, Services for Students with Disabilities, and Customer Engagement to ensure timely resolution of issues.
Facilitate Communication between Schools and Districts and Client (20%)
Communicate formally and informally about the assessment(s) and its status to people within SDP and ADO teams.
Conduct trainings and other "white glove” support on behalf of SDP and ADO.
Develop Processes and Methods of Continuous Improvement (15%)
Identify patterns and trends in customer needs and propose solutions related to operational workarounds, field-level pinch points, and ideal approaches for delivering trainings and handling escalations.
Contribute to process recommendations and assist in implementing for future administrations.
Perform ad-hoc duties or tasks as assigned.
Required Skills & Experience
3-5 years of related work experience in K-12 educational technology, training, assessment industry, and/or K-12 school/state/central office experience.
Demonstrated communication skills, including effective oral communication and direct, concise writing skills. Experience communicating with customers and educators about key elements of program management highly desired.
Experience developing and leading training workshops and webinars.
Ability to take initiative and contribute to building a stronger assessment program.
Experience with a wide variety of tools, including Microsoft Office applications, Salesforce, Smartsheet, with the flexibility to leverage the best tool for each problem/opportunity.
Experience with AI Tools (Claude) to develop tactical solutions.
A strong desire to learn and improve, and continuously enhancing customer engagement by leveraging feedback.
The ability to effectively coordinate multiple responsibilities simultaneously, with a fast, flexible, cooperative work style and the ability to reprioritize as needed.
Comfort working in ambiguity and displaying evidence of the ability to create clarity and a path forward.
