Director, Customer Experience Strategy & Solutions

Director, Customer Experience Strategy and Solutions College Board - Operations Location: This is a remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). All CB employees are required to occasionally travel to meet in person for business purposes. Role Type: This is a full-time position 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 exceptional customer support and a seamless digital assessment experience that supports millions of students and thousands of educators and test centers. The Customer Engagement & Experience (CEE) department is a combination of teams that support our key constituents: students, parents, educators, and our state partners that represent 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 leverage data and insights to inform how College Board delivers high-quality, scalable support solutions to ensure a seamless experience for customers. You will partner with program, product and CEE colleagues to design operational strategies that ensure students and educators receive consistent, effective support, especially during high-stakes administration periods. You will own the translation of Program, Product and Operations goals and priorities to ensure awareness and execution across CEE support teams, ensuring readiness, alignment, and performance. Your work will directly determine whether we are prepared for critical events and windows, how we respond to customer needs/pain points, and how quickly we adapt/improve our processes when issues arise. Success in this role requires becoming a trusted expert on the customer experience for assigned program or product vertical, using customer insights, operational data, and frontline feedback to influence decisions that improve products, policies, services, and support experiences. This also requires collaboration across Operations to ensure alignment of experience-oriented initiatives and solutions. In this role, you will: Drive Cross-Functional Alignment and Strategic Decision-Making (40%) Drive alignment between Program, Product, and Operations teams, ensuring priorities, timelines, and responsibilities are clearly defined Develop deep expertise in the customer experience and support ecosystem for assigned Program/Product, serving as a trusted advisor who brings customer insights and operational perspectives to discussions around program policies, product enhancements, and service delivery strategies. Lead planning, update and execution conversations to enable clear decisions, not just status updates Ensure leadership has clear, timely visibility into progress, risks, and tradeoffs to support confident decision-making Influence Operations, Program, & Product priorities and solution design using data, insight, and operational expertise Navigate ambiguity and complexity to create clarity, alignment, and forward momentum across teams Drive Strategy & Execution (30%) Translate Program & Product strategies into clear, actionable support models, both within CEE and across Operations Own end-to-end administration readiness, ensuring teams are prepared to deliver high-quality support during peak testing windows In collaboration with workstream owners, design scalable processes, tools, and operating models that improve efficiency, consistency, and execution quality Ensure risks, dependencies, and gaps are identified early and addressed before they impact delivery Own and Improve Customer Experience Outcomes (30%) Own customer experience across Programs & Products, ensuring support models are designed to deliver consistent, high-quality experiences for students and educators Partner with leadership to define and operationalize success metrics (e.g., CSAT, FCR, operational readiness), and actively manage call center performance against them Analyze customer experience data, operational metrics, and feedback to identify trends, risks, and opportunities for improvement Identify breakdowns in the customer journey and lead root cause analyses, ensuring issues are addressed at their source—not just mitigated Translate insights into clear, prioritized actions that improve products, services, and support operations Ensure continuous improvement by using historical data, retrospectives, and performance trends to strengthen future readiness and prevent repeat issues Deliver actionable insights to Program and Product teams that influence roadmap decisions and drive better customer and operational outcomes About You Exceptional candidates can effectively speak to: 5+ years of experience in a client-facing, customer liaison, account management, or operations role, ideally in EdTech or education administration environments A Customer Insights background (a plus) Demonstrated ability to understand strategic priorities, align stakeholders around shared objectives, and translate business goals into actionable plans, roadmaps, and measurable outcomes Demonstrated experience leading cross-functional initiatives, driving alignment, accountability, and execution across teams without direct authority Demonstrated ability to develop deep expertise in customer needs, behaviors, journeys, and pain points, leveraging customer insights and operational knowledge to influence product strategy, program priorities, service delivery approaches, and customer experience improvements Experience working with tools such as Cresta, Salesforce, Tableau, and Claude/AI models to access, analyze, and interpret customer data, feedback, and trends, translating insights into recommendations that drive operational improvements, customer experience outcomes, and business decisions A strong desire to learn and improve, with experience using feedback, data, and performance metrics to continuously refine approaches and outcomes Comfort working in ambiguity, with a proven ability to create structure, establish processes, and drive clarity in complex environments Proven ability to anticipate risks, identify dependencies, remove blockers, and maintain momentum across multiple priorities 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 Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively. Clear and concise communication skills, written and verbal A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input. A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success Authorization to work in the United States 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 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–$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. You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more. #LI-DC1 #LI-REMOTE College Board reaches more than 7 million students a year, helping them navigate the path from high school to college and career. We’re a mission-driven, not-for-profit membership organization dedicated to excellence in education. Founded 125 years ago, we are committed to clearing a path for all students to own their future. We pioneered programs like the SAT® and AP® to expand opportunities for students and help them develop the skills they need. Our BigFuture® program helps students plan for college, pay for college, and explore careers. Learn more at cb.org. Clearing a path for all students to own their future. At College Board, our work is guided by four Operating Principles, and we seek team members who not only align with these principles but actively live them out in their day-to-day work. Prioritize and Simplify – We focus on what matters most, reduce complexity, and move quickly when needed. Say and Receive – We give and receive feedback candidly and kindly, welcoming growth and healthy debate. Go for Greatness – We pursue excellence using data, iteration, and bold thinking to raise the bar. Lead as One College Board – We build a culture of trust, inclusion, and shared responsibility for long-term impact. In addition to a competitive salary and benefits, we offer: Annual bonuses and opportunities for merit-based raises and promotions A mission-driven workplace where your impact matters A team that invests in your development and success Learn more about College Board’s Operating Principles, Our Remote-first Workplace Policy, Benefits, Recruiting Process and More. 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.