Product Operations Associate

About ETS:

For more than 75 years, we have amplified products and services based rigorous research and our belief in the power of learning. Driven by our mission to advance quality and equity in education, ETS provides learning solutions, pioneering research and trusted assessments that help guide learners around the world on their path to new possibilities.

Our portfolio of trusted measures include

TOEFL®, TOEIC®, GRE® and Praxis®
• Along with research, development and innovation that explores new frontiers in learning and measurement our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners can improve their lives through education.

With new senior leadership at the helm, ETS aims to continue changing the lives of all learners as we expand our organization's global footprint. Our goal is to remain at the forefront of assessment and measurement efficacy within the education and ed tech space as it continues to grow and evolve.

POSITION SUMMARY

The Product Operations Associate position will create the work 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 lead an operational scoring services team as their primary assignment. Staff member may also participate on cross program and cross divisional teams. The role is hybrid and requires 3 days per week (Tuesday, Wednesday and Thursday) onsite at the ETS Princeton, NJ location.

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.

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.

Scoring and Reporting Services:


• 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.

• 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

• Lead and provide day-to-day direction to a team of staff members performing scoring services tasks. Utilize data analytics to provide business insights, report on process metrics and SLAs.

• 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.

EDUCATION AND SKILLS

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

1-3 years of experience in administrative or project management support
• LI-MM1
• LI-HYBRID

ETS believes in a Total Rewards philosophy for our employees, and they include:

Health, Vision, Dental insurance plans to choose from

Generous continuous learning support, from individual learning grants to up to 6 classes a year for tuition reimbursement as well as on-line learning access!

Generous PTO and vacation time to balance your work and life

Additional 8 hours of PTO for volunteer work

Retirement plan (401(a)) and.