Director, Customer Experience & Tools, Customer Engagement

Director, Customer Experience and Tools

College Board - Operations

Location (remote) 

About The Team

The Operations division of College Board (122 ppl) strives to be a world-class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. As a key part of Operations, the Customer Engagement department (48 ppl) supports 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, Customer Experience and Tools, you will play a key role in Operations by elevating the voice of the customer & driving the appropriate technology tools strategy. You will do this by analyzing, planning, documenting, and driving initiatives to translate vision into solutions that drive world-class support to students, educators, and test centers. You will be responsible for leading various projects through all phases of implementation, including analysis, planning, cross-functional coordination, daily management, and training. By bringing strategic thinking, project management, and change management expertise to the role you will facilitate process improvement efforts that increase efficiency and drive a positive customer experience.

In This Role, You Will

Drive Project Management (50%)

• Continually monitor the big picture to ensure projects are delivered on time, within budget, and with high customer satisfaction.
• Simultaneously manage various projects, of which may be highly visible or strategic within the company, ensuring the business impact and project objectives/dependencies are identified, reported on, and managed.
• Collaborate with Customer Engagement and Program Teams to enhance and expand tools such as web forms, surveys, chat, and chatbot.
• Manage projects and requests in support of the voice of the customer and digital transformation initiatives.
• Assist with management of change requests including prioritization, impact assessment, documentation, and implementation as required.
• Relentlessly prioritize daily, weekly, and longer-term projects while identifying risks and strategies to mitigate those risks.

Facilitate Continuous Improvement (25%)

• Lead and facilitate process improvement-based workshops to drive ideas and solutions.
• Track and report on the status and outcomes of implemented projects and identify improvement areas.
• Work across Customer Engagement teams to build a continuous improvement environment, gathering feedback to inform plans/roadmap to improve the customer experience and tools.
• Support Customer Engagement strategies, implementing and maintaining consistent and simplified solutions that support customer needs and increase efficiency.
• Identify opportunities and enhance systems needed to deliver a positive customer experience to students, educators, and members across all College Board lines of business.
• Analyze data and provide innovative solutions in complex and difficult situations.

Own Stakeholder Management (25%)

• Lead and facilitate status meetings with external and internal stakeholders.
• Strengthen relationships between internal stakeholders and develop in-depth knowledge of our tools and support model for each.
• Develop and maintain strong collaborative relationships with the internal stakeholders Customer Engagement supports.
• Demonstrate strong communication and decision-making skills with the ability to lead and manage integrated initiatives.

You Have

• The ability to travel 4-6 times a year to College Board offices and/or vendors.
• Experience with a wide variety of tools and methodologies, including agile, with the flexibility to leverage the best tool for each problem/opportunity.
• You are authorized to work in the USA.
• Experience using innovative thinking and data to inform decisions and actions while adapting to changing conditions.
• Demonstrated experience as an informal leader with a track record of initiating, leading, and managing complex initiatives.
• A strong desire to learn and improve and have experience leveraging feedback and performance levels to course correct.
• A bachelor’s degree and 3-5 years’ experience in project or program management.
• Comfort working in undefined situations and evidence of creating clarity and a path forward.
• The ability to easily shift between strategy-level thinking to project and task-level execution and you enjoy all levels equally.

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.

• 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.
• 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 $72,000 to $130,000. The salary offer of an individual candidate within this range is specific to their location and qualifications.
• 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.
• We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions.

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.