Collegeboard

Assistant Director, Accommodations Customer Care

Remote - USA · Director · Part-time

Sponsorship not specified$36k-$52kDetected 13 hours ago

SpringCRMExcelResearchLeadershipCommunicationProblem SolvingMicrosoft Office

About the role

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.
Reporting to the Director, Accommodations Customer Care.
You will serve as a subject matter expert in policies specific to Services for Students with Disabilities (SSD), customer care practices, and operational procedures, helping customers navigate nuanced situations with clarity and confidence.

Manage and resolve sensitive and high-impact escalated cases involving students with disabilities, ensuring issues are addressed accurately, empathetically, and within established timelines
Utilize CRM and operational systems effectively to document cases, track outcomes, and maintain accurate customer records
Manage a high-volume caseload while maintaining accuracy, responsiveness, and quality standards
Build collaborative relationships across Accommodations Customer Care, SSD Program, SSD Experience and Product teams to improve processes and customer outcomes
Support initiatives that improve workflows, knowledge management, and customer experience
Contribute to special projects and operational initiatives, including efforts to improve efficiency and enhance support capabilities through emerging technologies and tools
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.
At College Board, we offer more than just a paycheck-we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive.

3-5 years of experience leading and navigating complex customer issues and resolving those cases
3-5 years of experience providing high-quality support while managing assigned cases within service level agreements
Strong organizational and prioritization skills and the proven ability to move forward within multiple projects in concert both independently and as a member of the team
The ability to navigate a rapidly evolving landscape
Knowledge of Microsoft Ofﬁce tools: Word, Excel, PowerPoint
Apply strong judgment and deep knowledge of SSD policies and procedures to navigate complex customer situations and determine appropriate resolutions
Maintain expertise in SSD policies, operational workflows, and systems required to support accommodations-related customer care processes
To qualify for this role, you must have:

A passion for expanding educational and career opportunit ies and mission-driven work
Authorization to work in the United States for any employer
Clear and concise communication skills, written and verbal

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.
The hiring range for this role is $ 36,000 - $52,000 annually.
See an example overview of the annual cycle of hours below.

This role is a flexible role with high and low seasons, is paid part - time hourly, and is benefits eligible.
You'll have open, transparent conversations about compensation, benefits, and what it's like to work at College Board throughout your hiring process.

The Operations Division at College Board is focused on leading the organization's transformation to support delivery of digital assessments.
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.
About the Opportunity
As the Assistant Director of Accommodations Customer Care, you will lead the resolution of sensitive and complex escalated cases for students with disabilities, ensuring students, families, and educators receive responsive, accurate, and empathetic support throughout the accommodations process.
Your work will play a critical role in ensuring escalated issues are resolved effectively, operational processes run smoothly, and customers feel supported during high-stakes moments.
Success in this role means complex cases are resolved accurately and efficiently, customers trust the support they receive, and insights from escalations help improve the experience for students, families, and educators over time.

Communicate complex accommodation policies and case decisions clearly and effectively through customer interactions and case documentation

This listing is sourced directly from Collegeboard's careers page and normalized into a canonical job model.