• 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 SAT TAS activities and payment processes.• 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 costs.• 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 market needs into requirements and user stories.• 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.

• 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.

• 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 strategy and roadmap development.• 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.

• 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 production.• 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 and test titles.• 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.• Served as Subject Matter Expert (SME) and point of escalation for online testing and web applications (TOMS, ORS, SOTP) of STAAR to Texas schools' districts and the Austin-based call center, ensuring smooth operations and effective support.

• 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 transcriptions, and generation of weekly status and metric reports.• 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.

• 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.

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