Director, Customer Engagement and Delivery

About the Team  

College Board’s Operations division (60 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board’s exciting transformation to support delivery of digital assessments. The Customer Engagement department is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 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.   

About the Opportunity  

The Director for Customer Engagement and Delivery will act as the primary point of contact between Program stakeholders (e.g., partners on our College Readiness Assessments, Advanced Placement and BigFuture teams) and the Customer Engagement team. You will build a deep understanding of Program products and services and all roadmaps to translate business needs into support requirements, inform training processes and materials and help design support solutions. This role requires a customer orientation and analytical skills, with a blend of relationship management and effective communication to drive execution of support solutions focused on improving customer experience and implementing continuous improvement initiatives. You will be accountable for managing to and reporting against budgets, analyzing vendor reports and translating feedback to inform program policies and content, ultimately to advance our commitment to deliver an exceptional customer experience for students and educators. 

In this role, you will:  

Stakeholder & Relationship Management (20%)    
 

• Build strong relationships with the internal Program stakeholders; be a trusted advisor and the primary point of contact for Customer Engagement, including customer support, tech support and vendor management, to address new initiatives, questions, requests, and concerns through regular cadence touch points. 

• Serve as a liaison between Program and Customer Engagement to coordinate and facilitate issue management during critical test administration windows. 

• Drive organizational understanding of customer needs and pain points, support implementing brand-consistent solutions.  

• Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, escalating customer issues as needed and identifying solutions/resources. 

Strategic Thinking with Execution Focus (40%) 

• Design and develop processes and solutions, collaborating across Customer Engagement teams, to drive operational efficiencies and provide an outstanding customer experience that aligns to Program needs and organizational goals. 

• Work across Customer Engagement Leads to build a continuous improvement environment to support an ongoing program of change and assist in implementing continuous improvement strategies.  

• Translate strategic business plans into critical support solutions including agent readiness, policies and procedures, training resources and needs, escalation management, etc.  Manage simultaneous projects in collaboration with the Senior Director of Customer Engagement Initiatives.  Prioritize daily, weekly and longer-term work ensuring the business impact, risks and project objectives/dependencies are identified, reported on, and managed.  

Critical Thinking and Analysis (40%) 

• Understand the end-to-end customer experience and analyze customer data and feedback to identify trends and insights that can be used to improve products, services, or processes. 

• Utilize data to drive interventions, analyzing customer support data/metrics, identifying trends, developing action plans and solutions to improve the customer experience and drive continuous improvement. 

• Investigate issues, conduct root cause analyses, to identify opportunities for improvement, and address customer impacting concerns. 

• Understand program reporting needs and develop and deliver critical and timely reporting, sharing critical customer experience data, metrics and voice of the customer feedback (e.g., qualitative and quantitative) on a regular basis. 

About You 

You have:  

• 5+ years of experience in a customer liaison, client-facing, or account management role. 

• A customer Experience and Call Center background (a plus)    

• Demonstrated experience as an informal leader with a track record of managing relationships to drive business outcomes. 

• Exper