Matthew Taylor Email & Phone Number

Princeton, New Jersey, United States

• Oversee Product Operations for SAT Test Administration Services (TAS) and Honoraria teams, leading a team of over 25 full-time employees, and up to 15 temporary staff, to ensure the successful execution of all weekend.
• Provide support to over 6,000 Test Centers administering over 1.5 million exams annually.
• Act as main escalation point for SAT Test Administration issues for College Board and internal partners, defining and communicating objectives and key results for products to drive outcome-focused actions.
• Accountable for the performance of operational processes, implementing process improvements, and achieving year-on-year efficiency gains, while managing key performance indicators (KPIs) and actively seeking to reduce.
• Collaborate with College Board as a key Subject Matter Expert (SME) to define, develop, and maintain the Test Center Management roadmap and features.

• Product Owner for the K-12 Student Assessment group, providing guidance, support, or full implementation of new programs and products, including ideation, planning, estimating timelines and costs, and transforming.
• Led the development of new products and extensions of existing products from initialization through launch and stabilization.
• Established and monitored timelines and costs consistent with development practices, utilizing agile methodology for completing work tasks as required.
• Modified or changed product features and requirements in response to new information on markets, customers, or colleagues.
• Collaborate with Functional Centers of Excellence (FCEs) to ensure that cost estimates were validated and that FCEs operated within expected costs.

Princeton, New Jersey, United States

• Transformed market needs into actionable requirements and user stories, ensuring alignment with strategic objectives.
• Headed the development of new products and extensions of existing products from initialization through launch and stabilization.

Princeton, NJ

• Directed the TX STAAR Program Data Analytics as Program Manager, overseeing the collection and analysis of product, market, operational, and financial data to inform strategic decision-making.
• Prepared and presented reports for program leadership and executive management, providing actionable insights based on data analyses and gathered relevant data on product performance in the market to inform product.
• Developed sophisticated, re-usable/refreshable views of data in Business Intelligence tools and spreadsheets to support informed decision-making.
• Analyzed data from various sources, including customer needs/issues, market intelligence, and emerging technology, to identify new product ideas and enhancements.

Princeton, NJ

• Directed the User Agreement Testing (UAT) and Operational Testing (OT) for the TX STAAR Program, utilizing virtual development environments to test technology system functionality and solution designs without impacting.
• Oversaw End-to-End OT testing of all systems and applications involved in delivering STAAR for each administration and test title, ensuring smooth operations.
• Monitored the UAT Testing Lab before each administration, coordinating with volunteers to validate the STAAR Online Testing Platform by testing all Personal Needs and Preferences (PNP) combinations across all platforms.
• Conducted UAT on new features and bug fixes in the Texas Assessment Management System and Online Reporting Suite for each new build release, ensuring quality prior to production.
• Generated weekly ServiceNow (IT) ticket reports for leadership review and analysis, providing visibility into testing and operational activities.
• Provided support to Strategic Business Unit (SBU) colleagues in managing all Scoring and Reporting tasks, supervising activities to ensure accuracy and timeliness.

• Oversaw procedures and processes as a Product Administrator for the TX STAAR Program to meet client deliverables outlined in the contract, including investigation and resolution of student data errors, management of.
• Led investigation and triage of student data errors escalated from the support center, ensuring timely resolution and minimal impact on operations.
• Maintained the relationship with the client (TEA), handling inquiries related to missing scores, transcription issues, Embedded Support Paper tests, and providing weekly support center and web traffic metric reports.
• Administered User Agreement Testing (UAT) activities for customer-facing applications, ensuring readiness and quality assurance before release.
• Provided support to Strategic Business Unit (SBU) colleagues in managing all Scoring and Reporting tasks, supervising activities to maintain accuracy and efficiency.

Ewing, NJ

• Communicated with Hobson and College Board clients, conducting research and investigations, submitting exceptional appeal cases, and completing projects to ensure client satisfaction.
• Updated and created documents such as Standard Operating Procedures and Job Aids, enhancing operational efficiency and ensuring compliance with best practices.
• Ensured quality control measures were implemented and tasks were processed in a timely manner, adhering to service level agreements and processing time compliance.
• Supervised the investigation and resolution of all returned mail, optimizing mail management processes.
• Advocated for customers as second-tier support for agency staff, resolving escalated inquiries, serving as a subject-matter expert, and training new staff on managed processes, ensuring high levels of customer service.

Ewing

• As a supervisor in AP and PSAT Services, assisted with escalated calls, supported representatives and served as a subject-matter expert.
• Assisted customers through e-mail and telephone communication.
• Worked on special projects including customer follow-up, quality control and reviewing and approving new email modules
• Handled escalated and irate calls as second level support
• Assisted new agents as “Floor Support” making myself available to answer any question

Master Of Business Administration (M.B.A.), 3.6 Gpa

Bachelor Of Science (Bs), Elementary Education And Teaching