Associate Director, Reporting and Analysis

Associate Director, Reporting and Analysis    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 strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. 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 Associate Director, Reporting and Analysis , you will turn operational data into decisions that improve performance across   College   Board’s customer engagement ecosystem. Your work will directly enable leaders to understand   performance drivers , where we are off track, and what actions will most improve customer experience, efficiency, and outcomes.   You will own the reporting and insight layer that powers Business Reviews and day-to-day decision-making across major programs (AP, College Readiness Assessments, CLEP, Financial Aid Services, and others).    Success in this role means that   CEE   leaders   consistently use your insights to take clear,   timely   action ,   and   that   performance measurably improves as a result.     In this role, you will:     Drive   Performance Through Insight    Translate complex operational data into   clear, actionable insights that drive measurable improvements   in customer experience, efficiency, and team performance    Identify   root causes of performance gaps   (e.g., call drivers, volume spikes, resolution inefficiencies) and recommend specific actions to address them    Equip leaders to quickly understand performance, what is driving it, and what actions will have the greatest impact    Shift reporting from retrospective summaries to forward-looking insights that influence decisions and outcomes   Enable High-Quality Business Decisions     Own the insight layer for Business Reviews with senior leadership, ensuring discussions focus on what matters most, highlight risks and tradeoffs, and drive clear decisions and follow-up actions    Partner with   CEE   senior leaders to define success metrics, targets, and performance narratives    Proactively surface trends and emerging risks before they   impact   performance    Build Scalable Visibility   into   Operations     B uild efficient, scalable reporting solutions   that significantly reduce   manual reporting effort s   Standardize key metrics so leaders   operate   from a shared understanding of performance and success    Design dashboards and reporting that provide real-time clarity into performance across programs, channels, and teams    Ensure   reporting tools ( e.g.,   Tableau, Salesforce, AWS, vendor platforms)   are used   consistently   to enable faster, better decision-making    Act as a Strategic Thought Partner     Serve as the go-to expert for translating data into business-relevant insights and recommendations    Partner cross-functionally   with   Technology, Operations,   and   Program teams   to   i mprove data quality and accessibility , and   i dentify   new opportunities to use data to drive performance    Proactively   identify   opportunities to use data to improve performance and influence priorities   Advocate for changes in reporting, tools, or processes that will increase clarity, speed, and impact of decision-making   What Success Looks Like   Leaders consistently use your insights to   take action   and improve results    Business Reviews are decision-focused, not data-heavy    Performance issues are   identified   early and addressed at the root cause    Reporting is trusted, standardized, and drives alignment across teams    The organization spends less time producing reports and more time acting on insights    About You     Exceptional candidates can effectively speak to :    A bachelor’s degree and   3+ years’ experience with   tools such as   Tableau, AWS,   and   Salesforce , or similar platforms   Advanced skills in Excel ( e.g.,   complex   formulas, pivot tables, etc.)   and strong data visualization capabilities   Proven ability to work with large datasets and translate them into actionable insights    Strong consultative, analytical, planning, and organizational skills    A hands-on, execution-oriented mindset with a bias toward impact    An ease working in undefined situations and evidence of creating clarity and path forward   The ability to travel   4-6   times a year to College Board offices or on behalf of College Board business .   There is a strong preference for candidates who have experience working in or with call center operations All roles at College Board require:   A passion for expanding educational and career opportunities and mission-driven work   Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.    Clear and concise communication skills, written and verbal   A learner's mindset and a commitment to growth: welcoming diverse perspectives, givi