Director, Customer Experience Strategy & Solutions

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 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 . As t he Director of Customer Experience Strategy and Solutions you will leverage data and insights to inform how College Board delivers high-quality, scalable sup port 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 Progra m, Product and Operations goals and priorities to ensure awarenes s 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 , & P r oduct priorities and solution design using data, insight, and operational expertise Navigate ambiguity and complexity to create clarity, alignment, and forward momentum across teams Drive Strate gy & Execution ( 3 0 %) 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, d esign 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 P rograms & 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 E

Benefits

Additional Information

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

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