Director, Enrollment Solutions Business Operations

Director, Enrollment Solutions Business Operations 

College Board – BigFuture 

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  

The BigFuture team is committed to supporting all students to make the right first step post high school. BigFuture reaches over 7M students each year and is the leading free resource for College, Scholarship, and Career Exploration. BigFuture allows students to demystify the college going process, unlock options to afford college, and explore careers that connect to their skills and interests. In addition to the student facing platform, the team manages a service that fosters rich interactions between students and the over 1,500 Higher Education institutions. These institutions look across the 25,000 high schools to round out their classes and reach a broad student population. BigFuture is an 80-person team and collaborates deeply with other divisions including Sales, Marketing, Communications, Finance, Technology, Legal, and Strategic Higher Education. The Recruitment and Enrollment Solutions team supports sales and delivery of the College Board Access Plan subscription model, including Search and Connections, some of the strongest mission plays at the College Board to connect students to access and opportunity.  

About the Opportunity   

As the Director, Enrollment Solutions Business Operations, you are committed to the mission of the College Board and the access that our recruitment and enrollment services provide for millions of students to colleges and scholarships globally. In this role, you will lead the creation and execution of all business rules and operations for our enrollment solutions. You will collaborate to deliver our existing products, features, and services in the subscription plan model and develop concepts and requirements for the launch of new and innovative offerings. You will be the subject matter expert on how students and parents engage with our services and maintain detailed records on participation pathways and descriptions. You will lead our eligibility and usage compliance process to ensure our solutions are only available to qualified educational organizations. You will design and administer seamless processes, communications, and user experiences for our higher education customers and third-party vendors and lead issue escalation and incident management for our internal teams. You will work cross-functionally as a superuser of Salesforce and other databases to maintain business records and to track key performance metrics and goals. You will be the eyes and ears for identifying and solving process inefficiencies to constantly improve our program delivery.   

In this role, you will:  

Lead Enrollment Solutions Business Operations: Execute strategic process design and day-to-day tactical operational activities related to in-market product, services, and features in the subscription plan model (35%) 

• Design and administer subscription plan ordering, billing, and delivery operations and business rules 

• Collaborate on customer incentives, contracts, new business (RFP) and special cases/exceptions related to our subscription plan operations and business rules 

• Communicate directly with customers and vendors in response to business questions and issues escalated by the customer services email team or sales and customer success consultants, working to resolve in a timely and effective matter 

• Create customer and vendor training resources and website updates for subscription plan ordering, billing, and delivery processes, ensuring that they are completely up-to-date and understandable for external parties 

• Serve as the enrollment solutions subject matter expert and superuser of Salesforce, Workday, and other business database