Assistant Director, K-12 Delivery Specialist

Talent Software Services, Inc.

Remote, VA(remote)

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JOB DETAILS

SALARY

$50–$55 Per Hour

SKILLS

Artificial Intelligence (AI), Benchmarking, Communication Skills, Continuous Improvement, Customer Escalations, Customer Experience, Customer Relations, Customer Support/Service, Data Entry, Detail Oriented, Emerging Technology, Establish Priorities, Metrics, Microsoft ADO (ActiveX Data Object), Microsoft Office, On Site Support, Organizational Skills, People Management, Presentation/Verbal Skills, Problem Solving Skills, Process Development, Process Improvement, Project/Program Management, Risk Management, Salesforce.com, Service Delivery, Technical Support, Testing, Time Management, Training/Teaching, Trend Analysis, Webinar, Willing to Travel, Writing Skills

LOCATION

Remote, VA

POSTED

9 days ago

About the Opportunity
As a K12 Delivery Specialist within ADO, you are responsible for supporting implementation of a state's SAT and PSAT assessment program. You 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.
You will be most successful in this role if you are a hands-on, flexible delivery specialist who is willing to go above and beyond to support customers and find resolutions to issues.

In this role, you will:
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.

About You
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.
The ability to travel up to 50% of your time to school and/or district locations.
Exceptional candidates can effectively speak to:
3-5 years of related experience in K-12 education, assessment, or educational technology.
Excellent organizational and communication skills with a keen eye for detail.
Experience with productivity and collaboration tools such as Microsoft Office, Salesforce, and Smartsheet.
Experience with AI Tools (Claude).
Ability to navigate multiple priorities in fast-moving environments.

All roles at Client require:
A passion for expanding educational and career opportunities and mission-driven work.
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.
Clear and concise communication skills, written and verbal.
A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success
Authorization to work in the United States.
Goal #1: Ensure Successful District Test Readiness for Fall 2026
Impact Metric + Baseline: &Client; 95% of eligible schools are fully prepared for digital test day in pre-test readiness evaluations.
Quant/Qual Metric + Baseline: 100% of assigned schools complete all readiness milestones (e.g., training, technical checks, materials receipt) by Client deadlines.
Quant/Qual Metric + Baseline: < 5% of schools escalate readiness issues within 2 weeks prior to test day.
Goal #2: Deliver "White Glove Escalation Support to District and School Coordinators
Impact Metric + Baseline: &Client; 85% satisfaction rating from school/district coordinators in post-support feedback surveys.
Quant/Qual Metric + Baseline: &Client; 90% of assigned escalation cases resolved within 2 business days.
Quant/Qual Metric + Baseline: < 5% of resolved cases reopened due to incomplete or ineffective resolution.
Goal #3: Identify and Implement Process Improvements Based on Field Insights
Impact Metric + Baseline: At least one proposed improvement is adopted for future statewide or shelf implementations or testing cycles.
Quant/Qual Metric + Baseline: Minimum of 3 documented process improvement recommendations shared with internal stakeholders.
Quant/Qual Metric + Baseline: &Client; 80% of participants report improved clarity or ease in implementation based on the deployed improvement(s).

About the Company

Talent Software Services, Inc.

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