Director, Customer Engagement Strategy and Solutions

About the Team  

College Board’s Operations division (~130 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board’s exciting transformation to support delivery of digital assessments. The Customer Engagement & Experience (CEE) department (~50 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year. This integrated team serves as the organization’s ‘front line’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.    

About the Opportunity  

As the Director of Customer Experience Strategy and Solutions you will be a pivotal partner to organization leaders. You will gather input, gain buy-in, and foster alignment on strategic initiatives with program stakeholders (e.g., partners on our College Readiness Assessments, Advanced Placement and BigFuture, Accuplacer and CLEP teams) and the larger Customer Engagement & Experience team. Strong business orientation and analytical skills are critical to success in this role. In this position, you will drive execution of support solutions focused on improving the customer experience for students and educators while implementing continuous improvement initiatives. You will build a deep understanding of Program products and services and all roadmaps to translate business needs into support requirements, inform training processes and materials and help design support solutions. You will be accountable for managing and reporting against budgets, analyzing vendor reports, translating feedback, and crisis management to inform program policies and content. 

In this role, you will:  

Strategy and Execution (40%) 

• Design and develop processes and solutions, collaborating across Customer Engagement & Experience teams, to drive operational efficiencies and provide an outstanding customer experience that aligns to Program priorities and organizational goals. 

• Work across Customer Engagement & Experience leads and with colleagues across Operations to build a continuous improvement environment to support ongoing change and assist in implementing strategies to support customers, especially during peak testing windows.  

• Translate strategic business plans into critical support solutions including agent readiness, policies and procedures, training resources and needs, escalation management, etc.   

• Manage simultaneous projects in collaboration with the Senior Director of Customer Engagement Initiatives.  Prioritize daily, weekly and longer-term work ensuring the business impact, risks and project objectives/dependencies are identified, reported on, and managed. 

• Develop a roadmap and manage a backlog of solutions that will drive innovation and deliver measurable and incremental value to the Programs and the customer experience. 

Critical Thinking and Analysis (40%) 

• Collaborate with Customer Engagement & Experience leadership teams to identify measurements of success and key metrics that illustrate performance and progress towards critical program goals. 

• Understand the end-to-end customer experience and analyze customer data and feedback to identify trends and insights that can be used to improve products, services, or processes. 

• Utilize data to drive interventions, analyzing customer support data/metrics, identifying trends, developing action plans and solutions to improve the customer experience and drive continuous improvement. 

• Investigate issues, conduct root cause analyses, identify opportunities for improvement, and address customer impacting concerns. 

• Understand program reporting needs and develop and deliver critical and timely reporting, sharing critical customer experience data, metrics and voice of the customer feedback (e.g., qualitative and quantitative) on a regular basis. 

Stakeholder & Relationship Management (20%)    
 

• Build strong relationships with the internal Program stakeholders; be a trusted advisor and the primary point of contact for Customer Engagement& Experience, including customer support, tech support and vendor management, to address new initiatives, questions, requests, and concerns through regular cadence touch points. 

• Serve as the primary liaison between Program and Customer Engagement to coordinate and facilitate issue management during critical test administration windows. 

• Drive organizational understanding of customer needs and pain points, support implementing brand-consistent solutions.  

• Effectively solve ad-hoc customer issues as needed, interacting with Program, Customer Support, and other stakeholders, escalating customer issues as needed and identifying solutions/resources. 

About You 

You have:  

• 5+ years of experience in a client-facing, customer liaison, or account management role. 

• A customer Experience and Call Center background (a plus)    

• Demonstrated experience as an influential leader with a track record of managing relationships to drive business outcomes. 

• Experience using innovative thinking and data to inform decisions and actions while adapting to changing conditions.    

• Experience working well at all levels of the organization and adapts working styles to meet audience needs.  

• A strong desire to learn & improve and experience leveraging feedback and performance levels to course correct.  

• Comfort working in undefined situations and evidence of creating clarity and path forward.  

• The ability to travel 4-6 times a year to College Board offices and/or vendors. 

• Willingness to work non-standard hours, as needed, to support critical test delivery windows. 

• You are authorized to work in the US

About Our Process  

• Application review will begin immediately and will continue until the position is filled  

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks.  This is an approximately 8-week process 

About Our Benefits and Compensation 

College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.  

The hiring range for a new employee in this position is $80,000 to $125,000.

College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.  

Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.  

Your salary is only one part of all that College Board offers, including but not limited to:    

• A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more 

• Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility 

• A job that matters, a team that cares, and a place to learn, innovate and thrive 

You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process. 

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