Associate Director, Outreach

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 a strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 55-person Assessment Delivery department is a combination of sub-teams that support Test Administration Management, Supply Chain & Logistics, and Publications and Content Management.  This role will be a part of a new sub-team, “Ambassador Outreach” of the Test Administration Management team.  

About the Opportunity   

As the Associate Director of Outreach, you will apply your superior case management skills and proactive outreach for mission-critical operational functions. You will be accountable for participating in cross-functional teams and managing relationships that drive consistent and dependable partnerships. Additionally, you will be responsible for cultivating meaningful relationships that ultimately result in a positive, standardized experience for students and testing staff. You will be responsible for managing any escalated cases or procedural exceptions that occur between or within any of the external vendors or internal College Board departments are resolved within the specified guidelines and policies of various internal departments. You have a knack for asking the right questions to pinpoint a customer's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges.   

In this role, you will:  

Manage Outreach & Communication (60%)  

• Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries 

• Manage relationships and provide insight to professional staff within schools and testing centers 

• Build and manage relationships across Assessment Delivery Operations team to meet support needs  

• Manage cases for pre-administration and post-administration matters that meet service level agreements. 

• Lead and manage customer relationships to ensure all cases are resolved in a timely manner 

• Lead and manage outreach efforts for Test Center renewals  

• Mentor and support Assistant Directors on the team 

Recommend Process Improvements (25%)  

• Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms 

• Provide operational readouts and status on customer inquiries and trends both within College Board and externally with customers 

• Use data to provide inputs to the voice of the customer initiative helping to drive continuous data-based improvement for an optimal customer experience 

• Interface with leads of other Test Administration sub-teams to identify areas of opportunity with processes/functions and best practices that could be implemented across our full team 

Complete Special Projects (15%)  

• Manage other self-assigned projects that arise through digital transformation and organizational method changes 

About You   

You have:  

• Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the team    

• Adept problem-solving skills, including using data to inform decisions and actions     

• Proven ability to not only build and manage customer relationships but also to build strong relationships across internal teams that may have conflicting priorities 

• Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel 

• Experience leading and navigating complex customer issues and resolving those cases 

• Experience providing high quality support while managing assigned cases within service level agreements and managing escalations as needed 

• The ability to collaborate and provide guidance to teammates on complex cases 

• The ability to navigate a rapidly evolving landscape 

• The ability to travel to in-person events 4-6 times a year 

About Our Culture 

Our community matters, and we strive to practice and improve our culture daily. Here are some headlines: 

• We are motivated to positively impact the educational and career trajectories of millions of students a year 

• We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success a