Director, Customer Experience Strategy & Solutions

Director, Customer Experience Strategy and Solutions  

College Board - Operations 

Location: This is a remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). All CB employees are required to occasionally travel to meet in person for business purposes. 

Role Type: This is a full-time position 

About the Team  

The Operations Division at College Board is focused on leading the organization’s transformation to support delivery of digital assessments. The division aims to provide exceptional customer support and a seamless digital assessment experience that supports millions of students and thousands of educators and test centers. The Customer Engagement & Experience (CEE) department is a combination of teams that support our key constituents: students, parents, educators, and our state partners that represent approximately two 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 Director of Customer Experience Strategy and Solutions you will leverage data and insights to inform how College Board delivers high-quality, scalable support solutions to ensure a seamless experience for customers.  You will partner with program, product and CEE colleagues to design operational strategies that ensure students and educators receive consistent, effective support, especially during high-stakes administration periods. 

You will own the translation of Program, Product and Operations goals and priorities to ensure awareness and execution across CEE support teams, ensuring readiness, alignment, and performance. Your work will directly determine whether we are prepared for critical events and windows, how we respond to customer needs/pain points, and how quickly we adapt/improve our processes when issues arise. Success in this role requires becoming a trusted expert on the customer experience for assigned program or product vertical, using customer insights, operational data, and frontline feedback to influence decisions that improve products, policies, services, and support experiences.  This also requires collaboration across Operations to ensure alignment of experience-or