Summary Description:

The Graduate Management Admission Council (GMAC?) is the leader in the discovery and evaluation of talent?through assessments?for programs of study in management and business education. Our primary service, the Graduate Management Admission Test? (GMAT?), is an invaluable tool used by graduate management programs around the world to aid the admissions process.

The Associate Manager (AM), Assessment Operations is an experienced professional who can deliver high quality and sustainable results efficiently and expediently to enhance the assessment for one or more GMAC exams. The AM will be tasked with improving the candidate experience for Test Registration, Scheduling and Exam Delivery to ensure availability and accuracy. Additionally, the AM will also be working with the Manager for test security management in all assigned markets to protect the GMAC brand and manage customer service for select markets.

Key Responsibilities:

Candidate User Experience:

• Capture Registration and Score Reporting Requirements for different assessment products in partnership with operations and product managers.
• Liaison with vendors to drive the implementation of the Registration Scheduling and Exam Delivery systems.
• Assist with the integration, as appropriate, of all the systems and changes in the systems required to improve candidate experience.
• Participate in Vendor/Partner interactions along with the Operations team to drive market entry plans and to handle test center access, test security as well as customer service.
• Track and record key customer complaints, themes and trends of interest and relevance to business schools, candidates, test prep companies and other key stakeholders to enable effective decision making related to product roadmap.

Test Security:

• Train and review the test security video reviews done by the Test security video reviewers to ensure that the process is followed as per SOP and the recommendations are in line with the policies. Strive to improve the policy basis finding each year to ensure stringent measures are implemented to check any malpractice.
• Review, prioritize, and investigate tips received about possible IP infringements; follow up with the appropriate level of urgency to resolve, and document findings and maintain accurate records of resolutions and ensure policy , Sop revisions to ensure the latest norms are followed.
• Implement technology driven protocols and practices to effectively protect the integrity of the NMAT test in partnership with local/global test security team.
• Maintain a working knowledge of all policies and processes associated with test security for the assessment portfolio.
• Respond to security and policy violations through the case management system and involve the local Test Security Team, as appropriate.

Customer Service:

• Manage the customer service partner and support and train the customer service agents for effective and efficient customer query handling and closure.
• Ensure escalation protocols for customer service / accommodations requests are followed in response to testing incidents.
• Analysis of call center complaints to identify trends and recommend solutions to address these concerns and drive improvements to reduce complaints.
• Other responsibilities and duties, as assigned.

Minimum Requirements:

• Bachelor's degree in any discipline and Postgraduate qualification is preferred.
• Minimum 5 to 7 years' experience in product management, technology and operations.
• Self-starter and capable of working individually without the support of a large team
• Demonstrated experience with capturing, analyzing, and reporting on data elements
• Significant technology based skills to enable tapping into search engine APIs
• Attention to detail and ability to handle multiple demands.
• Must exhibit sound judgment in decision making, while working under stringent deadlines
• High level of motivation, self-discipline, and initiative; ability to prioritize, multi-task and perform job responsibilities with minimal direction
• Ability to exercise discretion in handling sensitive and confidential material
• Excellent interpersonal, oral, and written communication skills
• Excellent communications skills - writing, editing, proofing and grammar - with the ability to confidently present to large audiences.
• Proficiency in Microsoft Office (Word, Power Point, Excel, Access and Outlook) and in the use of the Internet.
• Willingness and ability to travel globally as needed.

Desired skills/experience:

• Postgraduate qualification, ideally in Business Management & Operations
• Professional experience in graduate management or familiarity with higher education industry.

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

FLSA Status: N/A

Report to: Director, Assessment Operations


GMAC?s value proposition offers our talented employees the ideal climate for innovation, and colleagues who are motivated and proactive, with diverse backgrounds and approaches.


As a global organization, we understand and appreciate the benefits of myriad cultural perspectives. GMAC is wholly committed to recruiting, developing, and retaining a diverse group of talented people, and providing equal employment opportunities to all employees and applicants without regard to the basis of actual or perceived race, creed, color, religion, national origin, ancestry, age, disability, sex (including pregnancy, childbirth, and related medical conditions), marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state or local laws.

Additionally, to ensure a safe office environment, recognizing the tremendous contributions that vaccinations play in ensuring our mutual wellbeing, GMAC has implemented a mandatory vaccination policy. All employees must be fully vaccinated against the COVID-19 virus. GMAC may make accommodations or allow for exemption from this requirement for medical or religious reasons.