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 ex