Director - Workforce Experience and Operations

About the role

The AP Program Planning team is responsible for the successful execution of the annual AP Reading event where millions of student exam responses are scored. The team supports strategic planning, workforce coordination, logistics , vendor alignment, and data-driven decision making to ensure accurate and timely scoring across 40+ AP subjects. This work sits within the broader AP Delivery organization, which manages the AP annual cycle from course setup through exam administration, scoring, and score reporting. Each year, millions of students generate tens of millions of constructed responses that must be scored accurately, on time, and at scale by a distributed Reader workforce operating both onsite and remotely. The Director will lead execution of workforce processes and communications that support the Reader lifecycle ensuring onboarding, registration, support, and communication workflows are delivered accurately, consistently, and at scale. Additionally, the Director will o perationalize workforce strategy and experience design by turning policy, process, and communication intent into repeatable execution across the annual cycle. They will act as the source-of-truth owner for workforce process governance and Reader-facing communication delivery, while partnering closely with Session Leads during live Reading operations. In this role you will: Workforce Process Operations (33%) Oversee execution of key Reader workforce processes, including onboarding readiness, invitation and registration support, exception management, scheduling coordination, and workforce-related controls. Ensure workflows are documented, scalable, and sequenced appropriately across the planning cycle. Monitor process performance and address breakdowns in timing, accuracy, or handoffs that could impact staffing readiness or Reader confidence. Coordinate closely with workforce vendors and internal stakeholders to ensure process delivery remains consistent and responsive. Reader Communications Governanc e (33%) Own communication delivery frameworks and source-of-truth practices for Reader-facing messages. Ensure invitations, updates, reminders, and issue-resolution communications are timely , accurate , and aligned with policy and experience standards. Correct communication breakdowns quickly and establish controls that reduce the chance of conflicting instructions reaching Readers. Maintain tight alignment with Workforce Experience so messaging reflects both functional requirements and desired tone. Operational Readiness and Live Support (33%) Ensure workforce processes are fully ready before the Reading, including the people, tools, tracking structures, and communication pathways needed for launch. Partner with Session Leads and Site Logistics to support smooth transition from planning to live execution for both onsite and at-home Readers. Activate backup pools or other workforce contingencies when attendance gaps or staffing issues require immediate response. Support rapid issue resolution during Reading when problems involve registration, policy, compensation timing, Reader exceptions, or communication failures. About You Strong operator who can run complex, high-volume processes without losing sight of the participant experience. Excellent at communication governance, issue triage, and keeping multiple moving parts aligned. Comfortable in seasonal peaks that require fast response and pragmatic judgment. Detail-oriented and process-minded, with the ability to build structure that others can actually use. Strong collaborator who can bridge strategy, policy, and execution. 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 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 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 t