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 t he   Director   of   Customer   Experience   Strategy and   Solutions   you will   leverage   data and insights to inform   how College Board delivers high-quality, scalable   sup port 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 Progra m,   Product   and Operations   goals   and priorities to ensure awarenes s 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-oriented initiatives and solutions.   In this role, you will:     Drive Cross-Functional Alignment and Strategic Decision-Making   (40%)     Drive alignment   between   Program , Product,   and   Operations   teams , ensuring priorities, timelines, and responsibilities are clearly defined     Develop deep   expertise   in the customer experience   and support ecosystem for assigned Program /Product , serving as a trusted advisor who brings customer insights and operational perspectives to discussions around   program policies , product enhancements,   and service delivery strategies.     Lead planning,   update   and execution   conversations   to enable clear decisions, not just status updates    Ensure leadership has clear,   timely   visibility into progress, risks, and tradeoffs to support confident decision-making    Influence   Operations ,   Program , & P r oduct   priorities and solution design using data, insight, and operational   expertise     Navigate ambiguity and complexity to create clarity, alignment, and forward momentum across teams    Drive   Strate gy   &   Execution   ( 3 0 %)   Translate   Program & Product   strategies into clear, actionable support models , both within CEE   and   across Operations      Own end-to-end administration readiness , ensuring teams are prepared to deliver high-quality support during peak testing windows    In   collaboration with workstream owners, d esign   scalable processes, tools, and operating models that improve efficiency, consistency, and execution quality    Ensure risks, dependencies, and gaps are   identified   early and addressed before they   impact   delivery   Own and Improve Customer Experience Outcomes   ( 30 %)   Own customer experience   across   P rograms   & Products , ensuring support models are designed to deliver consistent, high-quality experiences for students and educators    Partner with leadership to define and operationalize success metrics (e.g., CSAT, FCR, operational readiness), and actively manage   call center   performance against them    Analyze customer experience data, operational metrics, and feedback to   identify   trends, risks, and opportunities for improvement    Identify   breakdowns in the customer journey and lead root cause analyses, ensuring issues are addressed at their source—not just mitigated    Translate insights into clear, prioritized actions that improve products, services, and support operations    Ensure continuous improvement by using historical data, retrospectives, and performance trends to strengthen future readiness and prevent repeat issues    Deliver actionable insights to Program and Product teams that influence roadmap decisions and drive better customer and operational outcomes   About You   Exceptional candidates can effectively speak to:    5+ years of experience in a client-facing, customer liaison, account management, or operations role, ideally in EdTech or education administration environments    A   Customer Insights   background (a plus)    Demonstrated ability to understand strategic priorities, align stakeholders around shared   objectives , and translate business goals into actionable plans, roadmaps, and measurable outcomes   Demonstrated experience leading cross-functional initiatives, driving alignment, accountability, and execution across teams without direct authority    Demonstrated