Director, Knowledge Systems Enablement

Director, Operations Knowledge System Enablement  

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 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 leading exciting work to advance customer experience using innovative solutions, emerging technologies, and integrated products to enhance the end-to-end delivery of digital assessments and all aspects of customer support.   

The Knowledge, Learning, & Operational Effectiveness team collaborates across all operational functions to design and deliver integrated solutions that power our core operations. Our mission is to create a connected ecosystem that supports College Board digital experiences, enabling operational efficiency and exceptional customer outcomes. From backend systems to educator-facing content, every solution we deliver is purposefully crafted to enhance the customer journey, ensuring seamless, intuitive, and impactful interactions at every stage.   

About the Opportunity   

This role is essential to build the technology foundation that powers how Operations creates, accesses, and uses knowledge across College Board. Today, knowledge is distributed across multiple disconnected systems — including Confluence, SharePoint, Smartsheet, ServiceNow, PDFs, and email — making it difficult for teams to find accurate, up-to-date information when they need it. 

The Director of Knowledge Systems Enablement will lead the design and delivery of an integrated Operations Knowledge Platform that connects people, processes, and technology by improving findability, reliability, and performance across the organization. This platform will serve as the single source of truth for knowledge across Customer Engagement and Experience (CEE), Assessment Delivery Operations (ADO), and partnering operational functions while ensuring information is consistent, accessible, and actionable. 

The scope of this role includes defining the platform strategy, taxonomy, and governance model, while ensuring integration with operational tools such as ProductBoard, Backstage, Salesforce, and Confluence. By embedding automation, analytics, and AI-powered search into digital workflows, this role will enable Operations to transition from fragmented information silos to a connected, intelligent knowledge ecosystem. 

In this role, you will:  

Lead and Evolve the Operations Knowledge Platform Ecosystem (40%) 

• Serve as the connection point between Operations, Technology, and Content teams to ensure operational knowledge systems are aligned to customer journeys.  

• Lead collaborative discovery and design sessions to identify user needs, define system requirements, including taxonomy, metadata, permissions, and integration needs. 

• Analyze and document current workflows to identify opportunities for automation, optimization, and scalability. 

• Translate business and user needs into technical requirements, process maps, and implementation plans. 

• Oversee testing (UAT), deployment, and post-launch support for new Ops Knowledge system features, ensuring smooth adoption and stability.