Director, Customer Engagement Strategy and Solutions

Director, Customer Strategy and Solutions

College Board - Customer Engagement & Experience

Location: This is a fully remote role.

Type: This is a full-time position

About the Team

College Board's Operations division 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 is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately two 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 Advanced Placement and Instruction (AP&I) program stakeholders 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 & Execution (40%)

• Support departmental strategy by leveraging an embedded engagement model to identify, develop, and deliver upon key AP&I program and departmental initiatives and change management projects.

• 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 leaders 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/dependences 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 Program and the customer experience.

Critical Thinking & Analysis (40%)

• Use a Customer Effort Score implement to inform success for programs and initiatives; and collaborate with Customer Engagement & Experience leadership teams to identify additional measurements of success and key metrics that illustrate performance and progress towards critical Program goals.

• Deliver quarterly round table sessions with constituent groups including students, parents, educators at the school, district and state levels.

• 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.

• Conduct a monthly "Deep Dive Escalation Case Study" program to analyze root causes of escalated constituent concerns and share findings with Operations and other senior- and Executive-level leaders.

Stakeholder & Relationship Management (20%)

• Build strong relationships with AP&I 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.

• Deliver consolidated and comprehensive Monthly Business Reviews (MBR's) to the Program team.

• 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 using several methods including regularly occurring call listening sessions with Program partners.

• 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 adapting 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.

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

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

• Authorization to work in the United States

All roles at College Board require:

• A passion for expanding educational and career opportunities and mission-driven work

• Authorization to work in the United States for any employer

• Proficiency in Microsoft Suite Tools (or a willingness to learn)

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort learning and applying new digital tools independently and proactively.

• Clear and concise communication skills, written and verbal

• Evidence of skills and mindsets required to live out College Board's Operating Principles, notably:

• A commitment to candid, timely, respectful feedback

• A learner orientation and an openness to ideas and diverse perspectives

• The ability to push for excellence through data-informed decision-making, iterative learning, external benchmarking and user-inputs

• Strong problem-solving skills, including the ability to break down complex issues and identify clear paths forward

• A track record of prioritizing high-impact work, simplifying complexity, taking initiative, and making decisions quickly with clarity of purpose

• A habit of collaborating across differences, practicing empathy, and contributing to a culture of trust and shared success

About Our Process

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days.

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.

What We Offer

At College Board, we offer more than just a paycheck-we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We're a self-sustaining nonprofit that believes in fair and competitive compensation, grounded in your qualifications, experience, impact, and the market.

A Thoughtful Approach to Compensation

• The hiring range for this role is $80,000 to $125,000.

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board.

• We aim to make our best offer upfront-rooted in fairness, transparency, and market data.

• We adjust salaries by location to ensure fairness, no matter where you live.

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