College Board

College Board

Director, Customer Experience Strategy & Solutions

Remote - USA · Director · Full-time

Sponsorship not specified$80k-$125kDetected 73 days ago
Data VisualizationProduct StrategySalesforceAccount ManagementCustomer SupportLeadershipCommunicationCollaboration

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88Lottery-free
Cap-exempt (no lottery)100
Sponsors year-round90
Entry-level history60
PERM / green-card track50
Fits your clock70

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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.
  • 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.
  • This also requires collaboration across Operations to ensure alignment of experience-oriented initiatives and solutions.

Responsibilities

  • 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
  • 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
  • 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

Requirements

  • All CB employees are required to occasionally travel to meet in person for business purposes.

Nice to have

  • 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
  • Authorization to work in the United States
  • Clear and concise communication skills, written and verbal
  • Application review will begin immediately and will continue until the position is filled.
  • This role is expected to accept applications for a minimum of 5 business days.
  • The hiring range for this role is $ 80,000 -$ 125,000.

Compensation

  • 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.

Benefits

  • You'll have open, transparent conversations about compensation, benefits, and what it's like to work at College Board throughout your hiring process.

Company info

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