Product Operations Coordinator
3 weeks ago
We are seeking a highly organized and detail-oriented Product Operations Coordinator to support our test administration and scoring services. This role will be responsible for planning, coordinating, and executing daily operational processes and product management activities.
Key Responsibilities- Scoring and Reporting Services:
- Labor capacity planning, rater scheduling, monitoring, and payroll processing for constructed response programs and KIRA Talent reviewer services clients.
- Monitoring of ONE and Rater Management System to maintain the necessary level of scoring staff. Creation of Standard Operating Procedures for developing and maintaining current training sets and other session materials on the S&R Ops SharePoint site.
- Use of scheduling and scoring applications in support of constructed response scoring tasks as well as basic office applications, data models, and reporting dashboards.
- Monitoring of scoring activities 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:
- Identifying and resolving 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 required agency staff and space needs, working with little or no supervision.
- Management of communications plans and schedules, including communications with other ETS departments and business units. Creation and use of MS office tools to document processes and manage cases for assigned programs.
- Training and effective use of systems required to perform resolution and scoring & reporting functions, including IMS, ONE, eSKM, TOMS, IDMS, and EREG.
- Monitoring of program and team schedules. Management and monitoring of progress of post-admin resolutions functions as assigned to maintain the necessary level of productivity to meet internal, scoring, and reporting SLAs.
- Contract/SLA Fulfillment:
- Providing status updates on day-to-day operations. Solving problems proactively and independently, and showing sound judgment when a problem needs to be escalated to the next level of management.
- Execution against SLAs and KPIs under the guidance of Product Operations Management.
- Financial Management and Data Analytics:
- Understanding cost drivers and impact of tactical operations of product expenses (i.e., unit costs).
- Supporting attainment of surplus targets by controlling expenses.
- Gathering data to inform business decisions and analyzing data to develop actionable business insights for all scoring services operational tasks assigned.
- Adhering to ethical standards and complying with laws and regulations applicable to the job function.
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