Work All Remote

Role Description

As the Director of Customer Experience Strategy and Solutions you will be a pivotal partner to organization leaders. You will gather input, gain buy-in, and foster alignment on strategic initiatives with Advanced Placement and Instruction (AP&I) program stakeholders and the larger Customer Engagement & Experience team. Strong business orientation and analytical skills are critical to success in this role. In this position, you will drive execution of support solutions focused on improving the customer experience for students and educators while implementing continuous improvement initiatives.

• Support departmental strategy by leveraging an embedded engagement model to identify, develop, and deliver upon key AP&I program and departmental initiatives and change management projects.
• Design and develop processes and solutions, collaborating across Customer Engagement & Experience teams, to drive operational efficiencies and provide an outstanding customer experience that aligns to Program priorities and organizational goals.
• Work across Customer Engagement & Experience leaders and with colleagues across Operations to build a continuous improvement environment to support ongoing change and assist in implementing strategies to support customers, especially during peak testing windows.
• Translate strategic business plans into critical support solutions including agent readiness, policies and procedures, training resources and needs, escalation management, etc.
• Manage simultaneous projects in collaboration with the Senior Director of Customer Engagement Initiatives.
• Prioritize daily, weekly and longer-term work ensuring the business impact, risks and project objectives/dependences are identified, reported on, and managed.
• Develop a roadmap and manage a backlog of solutions that will drive innovation and deliver measurable and incremental value to the Program and the customer experience.

Qualifications

• 5+ years of experience in a client-facing, customer liaison, or account management role.
• A customer Experience and Call Center background (a plus).
• Demonstrated experience as an influential leader with a track record of managing relationships to drive business outcomes.
• Experience using innovative thinking and data to inform decisions and actions while adapting to changing conditions.
• Experience working well at all levels of the organization and adapting working styles to meet audience needs.
• A strong desire to learn & improve and experience leveraging feedback and performance levels to course correct.
• Comfort working in undefined situations and evidence of creating clarity and path forward.
• Willingness to work non-standard hours, as needed, to support critical test delivery windows.
• The ability to travel 4-6 times a year to College Board offices and/or vendors.
• Authorization to work in the United States.

Requirements

• Proficiency in Microsoft Suite Tools (or a willingness to learn).
• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort learning and applying new digital tools independently and proactively.
• Clear and concise communication skills, written and verbal.
• Evidence of skills and mindsets required to live out College Board’s Operating Principles, notably:
• A commitment to candid, timely, respectful feedback.
• A learner orientation and an openness to ideas and diverse perspectives.
• The ability to push for excellence through data-informed decision-making, iterative learning, external benchmarking and user-inputs.
• Strong problem-solving skills, including the ability to break down complex issues and identify clear paths forward.
• A track record of prioritizing high-impact work, simplifying complexity, taking initiative, and making decisions quickly with clarity of purpose.
• A habit of collaborating across differences, practicing empathy, and contributing to a culture of trust and shared success.

Benefits

• Annual bonuses and opportunities for merit-based raises and promotions.
• A mission-driven workplace where your impact matters.
• A team that invests in your development and success.