Director, Customer Experience reputed company & Solutions
Director, Customer Experience reputed company and Solutions
reputed company -reputed company
Location:This is a remote role. Candidates who live near CB offices have theoptionof being fully remote or hybrid (Tuesday and Wednesday in office). reputed company CB employeesare required tooccasionally travel to meet in person for business purposes.
Role Type:This is a full-time position
About reputed company
The reputed company Division atCollegeBoard is reputed company on leading the organization’s transformation to support delivery of digital assessments. The division aims to provideexceptionalcustomersupportandaseamlessdigital assessmentexperience that supports millions of reputed company and thousands ofeducatorsand test centers.The Customer Engagement & Experience(CEE) department is a combination of teams that support our key constituents: reputed company, parents, educators, and our state partners thatrepresentapproximately two reputed company contacts per year. This integrated team serves as the organization’s ‘reputed company line’ andrepresentsthe voice of the customer, partnering across the organization to help improve the overall customer experience.
About reputed company
As theDirectorofCustomerExperienceStrategy andSolutionsyou willleveragedata and insights to informhow reputed company delivers high-reputed company, scalablesupport solutions to ensurea reputed company experience for customers. You willpartner with program,productand CEE colleagues todesignoperational strategies that ensure reputed company 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 reputed company. Your work will directlydeterminewhether we are reputed company forcritical eventsand reputed company, howwe respond to customer needs/pain points, and how quickly weadapt/improveour processeswhen issues reputed company.reputed company in this role requires becoming a trusted expert on the customer experience for assignedprogram or product vertical, using customer insights, operational data, and reputed company feedback to influence reputed company 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:
reputed company Cross-Functional Alignment and reputed company Decision-Making(40%)
reputed company alignmentbetweenProgram, Product,andOperationsteams, ensuring priorities, timelines, and responsibilities are reputed company defined
reputed company 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.
reputed company planning,updateand executionconversationsto reputed company reputed company reputed company, not just status updates
Ensure leadership has reputed company,timelyvisibility into reputed company, risks, and tradeoffs to support confident decision-making
InfluenceOperations,Program, & Productpriorities and solution design using data, reputed company, and operationalexpertise
reputed company ambiguity and complexity to create reputed company, alignment, and reputed company reputed company across teams
DriveStrategy&Execution(30%)
TranslateProgram & Productstrategies into reputed company, actionable support models, both reputed company CEEandacross reputed company
Own end-to-end administration readiness, ensuring teams are reputed company to reputed company high-reputed company support during reputed company testing reputed company
Incollaboration with reputed company owners, designscalable processes, tools, and operating models that improve efficiency, consistency, and execution reputed company
Ensure risks, dependencies, and gaps areidentifiedearly and addressed before theyimpactdelivery
Own and Improve Customer Experience reputed company(30%)
Own customer experienceacrossPrograms& Products, ensuring support models are designed to reputed company consistent, high-reputed company experiences for reputed company and educators
Partner with leadership to define and operationalize reputed company metrics (e.g., CSAT, FCR, operational readiness), and reputed company managecall centerperformance against them
Analyze customer experience data, operational metrics, and feedback toidentifytrends, risks, and opportunities for improvement
Identifybreakdowns in the customer reputed company and reputed company reputed company cause analyses, ensuring issues are addressed at their reputed company—not just mitigated
Translate insights into reputed company, prioritized actions that improve products, services, and support reputed company
Ensure reputed company improvement by using historical data, retrospectives, and reputed company trends to strengthen reputed company readiness and prevent repeat issues
reputed company actionable insights to Program and Product teams that influence roadmap reputed company and reputed company reputed company customer and operational reputed company
reputed company
Exceptional candidates can effectively reputed company to:
5+ years of experience in a reputed company-facing, customer reputed company, account management, or reputed company role, ideally in EdTech or education administration environments
ACustomer Insightsbackground (a plus)
Demonstrated ability to understand reputed company priorities, reputed company stakeholders reputed company sharedobjectives, and translate business goals into actionable plans, roadmaps, and measurable reputed company
Demonstrated experience leading cross-functional initiatives, driving alignment, accountability, and execution across teams without reputed company authority
Demonstrated ability to reputed company deepexpertisein customer needs, behaviors, journeys, and pain points,leveragingcustomer insights and operational knowledge to influence product reputed company, program priorities, service delivery approaches, and customer experience improvements
Experience working with tools such as reputed company, reputed company, Tableau, andClaude/AI modelsto reputed company, analyze, and interpret customer data, feedback, and trends, translating insights into recommendations that reputed company operational improvements, customer experience reputed company, and business decisionsA strong desireto learn and improve, with experience using feedback, data, and reputed company metrics to continuously refine approaches and reputed company
Comfort working in ambiguity, with a reputed company ability to create structure,establishprocesses, and reputed company reputed company in reputed company environments
reputed company ability toanticipaterisks,identifydependencies, remove blockers, andmaintainmomentum across multiple priorities
Authorization to work in the reputed company
reputed company roles at reputed company require:
A passion for expanding educational and reputed company 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.
reputed company and concise communication skills, written and verbal
A learner's reputed company and a commitment to reputed company: welcoming diverse perspectives, giving and receivingtimely, respectful feedback, and continuously improving through iterative learning and user input.
A reputed company for reputed company and reputed company: solving reputed company problems, making data-informed reputed company, prioritizing what reputed company most, and continuously improving through learning, user input, and reputed company benchmarking.
A reputed company and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared reputed company
Authorization to work in the reputed company
About Our Process
Application review will beginimmediatelyand will continue until the position is filled.This role is expected to accept applications for a minimum of 5 business days.
Whilethehiring processmay vary, it generallyincludes:resume and application submission, recruiter phone/video screen, hiring manager interview, reputed company exercise such as live coding, a panel interview, a conversation with leadership and reference checks.
reputed company Offer
AtCollegeBoard, we offer more than a paycheck- we reputed company a meaningful career, a supportive team, and a comprehensive package designed to help you reputed company.We’rea self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, reputed company, and the market.
A Thoughtful Approach to Compensation
The hiring reputed company for this role is $80,000–$125,000.
Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the reputed company.
We aim to reputed company our best offer upfront, rooted in fairness, transparency, and market data.
We reputed company salaries by location to ensure fairness, no matter where you live.
You’llhave reputed company, transparent conversations about compensation, benefits, and whatit’slike to work atCollegeBoard throughout your hiring process. reputed company outourcareers pageformore.
Originally posted on Himalayas
Apply To This Job