Associate Director, Reporting and Analysis

About the role

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 strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. 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 . As the Associate Director, Reporting and Analysis , you will turn operational data into decisions that improve performance across College Board's customer engagement ecosystem. Your work will directly enable leaders to understand performance drivers , where we are off track, and what actions will most improve customer experience, efficiency, and outcomes. You will own the reporting and insight layer that powers Business Reviews and day-to-day decision-making across major programs (AP, College Readiness Assessments, CLEP, Financial Aid Services, and others). Success in this role means that CEE leaders consistently use your insights to take clear, timely action , and that performance measurably improves as a result. In this role, you will: Drive Performance Through Insight Translate complex operational data into clear, actionable insights that drive measurable improvements in customer experience, efficiency, and team performance Identify root causes of performance gaps (e.g., call drivers, volume spikes, resolution inefficiencies) and recommend specific actions to address them Equip leaders to quickly understand performance, what is driving it, and what actions will have the greatest impact Shift reporting from retrospective summaries to forward-looking insights that influence decisions and outcomes Enable High-Quality Business Decisions Own the insight layer for Business Reviews with senior leadership, ensuring discussions focus on what matters most, highlight risks and tradeoffs, and drive clear decisions and follow-up actions Partner with CEE senior leaders to define success metrics, targets, and performance narratives Proactively surface trends and emerging risks before they impact performance Build Scalable Visibility into Operations B uild efficient, scalable reporting solutions that significantly reduce manual reporting effort s Standardize key metrics so leaders operate from a shared understanding of performance and success Design dashboards and reporting that provide real-time clarity into performance across programs, channels, and teams Ensure reporting tools ( e.g., Tableau, Salesforce, AWS, vendor platforms) are used consistently to enable faster, better decision-making Act as a Strategic Thought Partner Serve as the go-to expert for translating data into business-relevant insights and recommendations Partner cross-functionally with Technology, Operations, and Program teams to i mprove data quality and accessibility , and i dentify new opportunities to use data to drive performance Proactively identify opportunities to use data to improve performance and influence priorities Advocate for changes in reporting, tools, or processes that will increase clarity, speed, and impact of decision-making What Success Looks Like Leaders consistently use your insights to take action and improve results Business Reviews are decision-focused, not data-heavy Performance issues are identified early and addressed at the root cause Reporting is trusted, standardized, and drives alignment across teams The organization spends less time producing reports and more time acting on insights About You Exceptional candidates can effectively speak to : A bachelor's degree and 3+ years' experience with tools such as Tableau, AWS, and Salesforce , or similar platforms Advanced skills in Excel ( e.g., complex formulas, pivot tables, etc.) and strong data visualization capabilities Proven ability to work with large datasets and translate them into actionable insights Strong consultative, analytical, planning, and organizational skills A hands-on, execution-oriented mindset with a bias toward impact An ease 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 or on