Senior Product Operations Coordinator

Job Description

Job Description

About ETS:

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

POSITION SUMMARY

The Senior Product Operations Coordinator position will plan, coordinate, and execute a wide variety of day-to-day scoring and reporting operational processes and product management activities in support of scoring services for HiSET, GRE, KIRA Talent, Praxis, TOEFL, TOEIC, AP, and K12 programs. The staff member in this role will be part of a shared services team and contribute to cross-program and cross-divisional initiatives.

Note: This role will be primarily assigned to scoring operations for the AP and HiSET programs. The preferred candidate will have demonstrated experience supporting high-stakes assessment scoring operations, with strong expertise in business analytics and a working understanding of artificial intelligence and machine learning techniques as they apply to scoring quality, operational efficiency, and process improvement.

PRIMARY RESPONSIBILITIES

Scoring and Reporting Services:

Constructed Response Scoring

• Labor capacity planning, rater scheduling, monitoring, and payroll processing for all constructed response programs and KIRA Talent reviewer services clients.

• Monitor ONE (or other scoring platforms) and Rater Management System to maintain the necessary level of scoring staff. Assist in the creation of Standard Operating Procedures for developing and maintaining current training sets and other session materials to be made available on the S&R Ops SharePoint site. Meet scoring related milestones and provide operational business insights.

• Use scheduling and scoring applications in support of constructed response scoring tasks as well as basic office applications, data models, and reporting dashboards.

• Monitor the scoring activities on weekends, evenings, and holidays outside of normal business hours depending on business needs.

• AP Reading role as assigned:

• Manage portfolio of AP subjects and team of AP Readers during the AP Reading scoring event if placed in the subject coordinator role.

• Manage a team of subject coordinators across multiple subjects during the AP Reading event if placed in the site lead role.

• Ability to travel domestically or internationally to support scoring activities for up to 3 weeks continuously.

• Ability to work weekends and evenings as needed.

Operational Scoring Services

• Identify and resolve test record issues to enable on-time scoring and reporting for programs.

• Capacity Planning and Management: Using provided project plans, plan for and organize assigned resolution functions including the calculation of required agency staff and space needs, working with little or no supervision.

• Manage communications plans and schedules, including communications with other ETS departments and business units. For assigned programs, create and use MS Office tools to document processes and manage cases.

• For programs assigned, train and effectively use systems required to perform resolution and scoring & reporting functions, including, but not limited to IMS, ONE, eSKM, TOMS, IDMS, and EREG.

• Monitor program and team schedules. Manage and monitor progress of post-admin resolution functions as assigned to maintain necessary level of productivity to meet internal, scoring, and reporting SLAs.

Contract/SLA Fulfillment

• Provides status updates on day-to-day operations. Solves problems proactively and independently and shows sound judgment when a problem needs to be escalated to the next level of management

• Executes against SLAs and KPIs under the guidance of Product Operations Management

Financial Management and Data Analytics

• Understands cost drivers and impact of tactical operations of product expenses (i.e., unit costs).

• Supports attainment of surplus targets by controlling expenses

• Gather data to inform business decisions and analyze data to develop actionable business insights for all scoring services operational tasks assigned.

• Adheres to ethical standards and complies with the laws and regulations applicable to the job function

#LI-MM1

KNOWLEDGE/SKILLS

• Ability to work with cross-functional teams

• Ability to provide status updates on day-to-day operations; deep understanding of SLA's and KPI's

• Demonstrated understanding of product operations and client services

• Escalates effectively when faced with uncertainty and /or lack of data: seeks assistance to guide decision-making

EDUCATION AND EXPERIENCE

• MBA preferred, with concentration in business analytics

• A Bachelor's degree or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.

• Experience with high-stakes assessment scoring operations is highly preferred.

• 1-3 years of experience in assessment operations, administrative or project management support.

ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
• The base salary range advertised represents the low and high end of the anticipated salary range for this position. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. The base pay is only one aspect of the Total Rewards Package that will be offered to the successful candidate.

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.