Associate Director, Outreach Jobs

College Board – Assessment Delivery Operations 

Location: Remote or Hybrid options available

About The Team 

The Operations Division at College Board is focused on leading the organization’s transformation to support delivery of digital assessments. The division aims to provide a strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 55-person Assessment Delivery department is a combination of sub-teams that support Test Administration Management, Supply Chain & Logistics, and Publications and Content Management.  This role will be a part of a new sub-team, “Ambassador Outreach” of the Test Administration Management team.

About The Opportunity  

As the Associate Director of Outreach, you will apply your superior case management skills and proactive outreach for mission-critical operational functions. You will be accountable for participating in cross-functional teams and managing relationships that drive consistent and dependable partnerships for delivery of our digital assessments. Additionally, you will be responsible for cultivating meaningful relationships that ultimately result in a positive, standardized experience for students and testing staff.

In the Associate Director role, you will work closely with members of the College Board teams and other operational business partners to ensure that all customer service cases/matters are properly processed, handled, and resolved within a timely manner. For other educators and higher education partners, you ensure they have the access and support needed for College Board online tools. You will be responsible for managing any escalated cases or procedural exceptions that occur between or within any of the external vendors or internal College Board departments are resolved within the specified guidelines and policies of various internal departments. You have a knack for asking the right questions to pinpoint a customer's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges.

In this role, you will: 

Manage Outreach & Communication (70%) 

• Build and manage relationships across Assessment Delivery Operations team to meet support needs
• Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms
• Manage relationships and provide insight to professional staff within schools and testing centers
• Manage cases for pre-administration and post-administration matters that meet service level agreements.
• Lead and manage outreach efforts for Test Center renewals 
• Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
• Lead and manage customer relationships to ensure all cases are resolved in a timely manner

Complete Special Projects (30%) 

• Provide operational readouts and status on customer inquiries and trends both within College Board and externally with customers
• Use data to provide inputs to the voice of the customer initiative helping to drive continuous data-based improvement for an optimal customer experience
• Manage other self-assigned projects that arise through digital transformation and organizational method changes

 

 About You  

You have: 

• Ability to work collaboratively in a highly matrixed environment
• Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel Knowledge of Salesforce and Salesforce reporting (preferred)
• You are authorized to work in the United States of America
• Experience working in a client-centric industry that fosters a positive customer experience through the entire customer journey
• Experience leading and navigating complex customer issues and resolving those cases
• Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the team   
• Experience providing high quality support while managing assigned cases within service level agreements and managing escalations as needed
• The ability to collaborate and provide guidance to teammates on complex cases
• Adept problem-solving skills, including using data to inform decisions and actions   
• Proven ability to build, manage, and retain customer relationships

About Our Culture

Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:

• We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time
• We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women’s Impact Network)
• We are motivated to positively impact the educational and career trajectories of millions of students a year
• We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals

About Our Benefits And Compensation 

College Board offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.   

• We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is $56,000-$90,000. The salary offer of an individual candidate within this range is specific to their location and qualifications
• We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions
• Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate’s location. You will have an opportunity to discuss salary in more detail after you begin the application process 
• Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more

As a self-sustaining non-profit organization with global impact, College Board offers a job that matters, a team that cares, and a place to learn, innovate and thrive! 

About College Board

We are a mission-focused, not-for-profit membership organization promoting innovation, equity, and excellence for all students. Our members include more than 6,000 of the world’s leading educational institutions. We have 1,600 employees in 13 offices across the continental U.S. and Puerto Rico.

We are advocates for children and parents, we empower teachers and educators, and we're a strong presence in thousands of schools and communities across the country through our programs and services—the SAT®, Advanced Placement® (AP®), and Pre-AP® are just a few. Our work falls broadly into four categories: College Readiness, College Connection & Success, Student Opportunities, and Advocacy.

Benefits

We offer our employees an outstanding benefits package that includes four weeks of paid time off, a generous retirement savings plan, tuition reimbursement, and ongoing professional development and training.

Mission

Clearing a path for all students to own their future.

EEOC statement

College Board is proud to be an equal opportunity employer. We’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.