What are the responsibilities and job description for the Product Operations Coordinator position at Educational Testing Service (ETS)?

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 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 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 participate on cross program and cross divisional teams.

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 and Rater Management System to maintain 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 status updates on a regular basis.
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.
Ability to travel for up to 3 weeks to manage scoring sessions based on business needs.

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 resolutions functions including the calculation of requires 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 resolutions 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. Solve problems proactively and independently and show 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 :

Understand 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 comply with the laws and regulations applicable to the job function.

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 operational needs of product

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

EDUCATION AND EXPERIENCE

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

2 years of experience in administrative or project management support

LI-MM1

LI-REMOTE

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. 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. At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!

ETS is an employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and accessibility in education. We are dedicated to building teams that capitalize on the various backgrounds and experiences of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.

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