Senior Director, Operations Content & Knowledge Management

Senior Director, Operations Content and Knowledge Management  

College Board - Operations 

Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office) 

Type: This is a full-time position 

About the Team 

College Board’s Operations division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually. The Operations team is also leading exciting work to advance customer experience through the use of innovative solutions, products and technology to enhance the end-to-end delivery of digital assessments and all aspects of customer support.  The Knowledge, Learning & Operational Effectiveness function leads work across Operations to design and deliver integrated infrastructure solutions that power our core operations. In close collaboration with Assessment Delivery Operations and Customer Engagement and Experience teams, KL&OE aims to create a connected ecosystem that supports the College Board’s digital experience, enabling operational efficiency, scalable solutions and exceptional customer outcomes.  This team also partners with internal stakeholders including College Readiness Assessments, AP, Digital, Technology and Communications. 

About the Role 

The Senior Director of Content & Knowledge Management is responsible for developing and leading a top-tier knowledge infrastructure that empowers internal operations teams to access information, enhances the customer experience, and integrates with digital platforms. This role is critical in ensuring that front-line teams have immediate access to the operational content they need to effectively support complex customer interactions and troubleshooting activities throughout the customer journey. You will work closely with Operations, Product, and Program teams to develop clear, accurate, and easily accessible resources that align with evolving policies, digital interactions, and continuous delivery of product enhancements. A key component of this role is establishing a dedicated content creation function that develops and maintains high-quality operational content to support staff and customers. This includes building a team of content creators who will work closely with subject matter experts across Operations, Product, and Customer Experience to ensure knowledge resources are accurate, effective, and aligned with evolving business needs.  

What You Will Do 

Set vision and strategy: (40%) 

• Drive the strategy for our operational knowledge base, ensuring content is accurate, structured for usability, and designed to integrate with future digital solutions such as AI-driven search, chat, and automation tools. 

• Drive the adoption of structured knowledge models, including templates, metadata, and taxonomy, to improve searchability and relevance. 

• Establish and oversee best practices for knowledge content lifecycle management, including creation, review cycles, continuous improvement, and archiving, to maintain high-quality, up-to-date resources. 

• Design and oversee