Senior Director, Customer Experience

Senior Director, Customer Experience  

College Board - Operations  

Location: Remote   

About the Team  

College Board’s Operations division (~130 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 & Experience (CEE) department (60 ppl) 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  

As the Senior Director of Customer Experience you are the strategic leader, managing a team of Program Partners and Change Management practitioners who are charged with the efficient delivery of support solutions. You will lead this team to be effective SME’s, knowledge partners, and cross-functional collaboration drivers between CEE functional teams and the College Board program stakeholders (e.g., partners on our College Readiness Assessments, Advanced Placement and BigFuture teams). Strong business orientation, analytical skills and focus on customer experience are critical to success in this role. In this leadership role, you will leverage data to support decisions as you define support solutions – focused on delivering a world class customer experience in alignment with program and department goals. You will own strategic initiatives and the method for communicating in all stages of implementation, from inception to delivery. You will develop close partnerships with the Directors of Customer Engagement Delivery, who report into the Senior Director of Vendor Delivery, and the Senior Director of Customer Engagement Delivery to translate business needs into support solutions.  

This is a leadership role with 4-6 direct reports. 

In this role, you will:  

Strategy and Execution (30%) 

• Lead strategic initiatives and partnerships related to supporting College Board programs; leverage an understanding of the CEE operational structure, capabilities, strengths, and limitations to facilitate effective, realistic, expectation setting and performance delivery, while also seeking to enhance service delivery in every way possible to support program initiatives  

• Partner with the Senior Director, Customer Engagement Operations to support the team’s ability to analyze, leverage and report against budgets and vendor performance reports  

• Socialize and deliver results-oriented support proposals and efficiently with all supporting tools and resources necessary in a cost-effective, managed, and monitored fashion 

• Create a systematic approach to project and initiative documentation, change management and the supporting rollout procedures whereby change activities are delivered along a defined process framework 

• Understand program reporting needs and lead the development of critical and timely reporting that would share critical customer experience data, <