"Program Manager, University Registrar Testing Center"

Job Description

The Program Manager serves as the manager for the staff and the operations of the University Registrar Testing Center. Directs, develops, and manages the operations priorities activities and staff for the Testing Center within the University Registrar office including testing administration and test scanning services. Manages processes and staff as well as monitors quality of services provided. The Program Manager of the Testing Center not only manages institutional testing for the university and exam scanning for Ohio State faculty but also professional certification and licensure tests, other academic tests, and test administration services for current and prospective Ohio State students, students of other educational institutions, and the central Ohio community at large. Develops operational policies and procedures for the Testing Center and makes recommendations for university wide policies and procedures. Ensures university compliance with vendor and University policies. Works with programs and academic departments to ensure the appropriate awarding of test credit when administered either in the Office of the University Registrar or in the academic department. Coordinates exam credit policies for EM, AP, A-Levels, CLEP, DSST, and IB testing programs and ensures the accuracy of test score and test credit posting. Develops performance goals and objectives for the Testing Center team to achieve desired outcomes and ensure full coverage during peak times. Monitors testing services for faculty and students. Provides direct supervision coaching and feedback to staff members. Performs other projects and duties as assigned.

Essential Duties

50% Oversees and manages the operational activities associated with the Testing Center. Manages staffing daily operations and workflow for all test administrations including those in the office. Maintain Testing Center calendar and various test vendor registration calendars. Ensures quality service and efficient utilization of resources, including staffing and scheduling. Ensures the security and integrity of tests materials and testing process including adherence to university and vendor policies and guidelines. Acts as a liaison for exam vendors. Coordinates communication and outreach efforts to make the community aware of services. Collaborates with departments, faculty, and staff regarding scheduling of testing needs for special purposes. Work with the Student Life Disability Services Office to assist in student accommodation requests. Perform and monitor the electronic loading of test scores received from external entities such as AP, IB, CLEP, DSST, and PRAXIS to the student information system. Works to resolve data issues regarding test scores and/or credits posted and maintain testing tables and databases. Coordinates credit posting process for campus-based programs (EM and placement). Responds to inquiries from departments and students regarding test credit. Develops and maintains a thorough understanding of Ohio Department of Higher Education (ODHE) initiatives relating to test credit to ensure compliance and commitment to state policies.

25% Oversees and manages the office's exam scanning operation including oversight of staff managing workflow and scheduling for peak seasons within the Testing Center. Cross trains staff to handle multiple tasks and manages escalated customer services concerns from testers and faculty. Ensures a high level of customer service as well as the accuracy security and integrity of the scoring process and data.

25% Partners with the Associate Registrar to manage the earnings operation and finances related to the Testing Center including recommendations to set or update fees for services and to analyze/modify budget and income goals. Documents and monitors receivables from testing companies including issuing invoices monitoring payments and preparing deposits. Performs other projects and duties as assigned.

Education/Experience

Required: Bachelor's degree or equivalent education and experience. 3 years of relevant experience required.

Desired: 4-8 years of relevant experience preferred. Experience in student services management. Experience in progressively responsible supervisory capacity, strong customer service skills, knowledge of testing center processes is desirable and familiarity with University policies and procedures is preferred.

The target hiring range for this job profile is $55,700 - $60,000. The offer for this position will fall within this range based on internal equity, units available budget, and the candidates qualifications.

Career Roadmap

Function: Academic Administration

Sub-Function: Registration and Records

Career Band: People Leader - Managerial

Job Level: M1 Associate Manager/Supervisor