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 theoptionof being fully remote or hybrid (Tuesday and Wednesday in office). All CB employeesare required tooccasionally travel to meet in person for business purposes. Role Type :This is a full-time position About the Team The Operations Division atCollegeBoard is focused on leading the organization’s transformation to support delivery of digital assessments. The division aims to provideexceptionalcustomersupportandaseamlessdigital assessmentexperience that supports millions of students and thousands ofeducatorsand 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 thatrepresentapproximately two million contacts per year. This integrated team serves as the organization’s ‘front line’ andrepresentsthe voice of the customer, partnering across the organization to help improve the overall customer experience. About the Opportunity As theDirectorofCustomerExperienceStrategy andSolutionsyou willleveragedata and insights to informhow College Board delivers high-quality, scalablesupport solutions to ensurea seamless experience for customers. You willpartner with program,productand CEE colleagues todesignoperational strategies that ensure students and educators receive consistent, effectivesupport,especially during high-stakes administration periods. You will own the translation of Program,Productand Operationsgoalsand priorities to ensure awareness andexecutionacross CEE support teams, ensuring readiness, alignment, and performance. Your work will directlydeterminewhether we are prepared forcritical eventsand windows, howwe respond to customer needs/pain points, and how quickly weadapt/improveour processeswhen issues arise.Success in this role requires becoming a trusted expert on the customer experience for assignedprogram or product vertical, using customer insights, operational data, and frontline feedback to influence decisions that improve products, policies, services, and support experiences.This alsorequires collaborationacross Operationsto ensure alignment of experience-oriented initiatives and solutions. In this role, you will: Drive Cross-Functional Alignment and Strategic Decision-Making(40%) Drive alignmentbetweenProgram, Product,andOperationsteams, ensuring priorities, timelines, and responsibilities are clearly defined Develop deepexpertisein the customer experienceand support ecosystem for assigned Program/Product, serving as a trusted advisor who brings customer insights and operational perspectives to discussions aroundprogram policies, product enhancements,and service delivery strategies. Lead planning,updateand executionconversationsto enable clear decisions, not just status updates Ensure leadership has clear,timelyvisibility into progress, risks, and tradeoffs to support confident decision-making InfluenceOperations,Program, & Productpriorities and solution design using data, insight, and operationalexpertise Navigate ambiguity and complexity to create clarity, alignment, and forward momentum across teams DriveStrategy&Execution(30%) TranslateProgram & Productstrategies into clear, actionable support models, both within CEEandacross Operations Own end-to-end administration readiness, ensuring teams are prepared to deliver high-quality support during peak testing windows Incollaboration with workstream owners, designscalable processes, tools, and operating models that improve efficiency, consistency, and execution quality Ensure risks, dependencies, and gaps areidentifiedearly and addressed before theyimpactdelivery Own and Improve Customer Experience Outcomes(30%) Own customer experienceacrossPrograms& 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 managecall centerperformance against them Analyze customer experience data, operational metrics, and feedback toidentifytrends, risks, and opportunities for improvement Identifybreakdowns 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 ACustomer Insightsbackground (a plus) Demonstrated ability to understand strategic priorities, align stakeholders around sharedobjectives, 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 ability to develop deepexpertisein customer needs, behaviors, journeys, and pain points,leveragingcustomer insights and operational knowledge to influence product strategy, program priorities, service delivery approaches, and customer experience improvements Experience working with tools such as Cresta, Salesforce, Tableau, andClaude/AI modelsto access, analyze, and interpret customer data, feedback, and trends, translating insights into recommendations that drive operational improvements, customer experience outcomes, and business decisionsA strong desireto learn and im